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Beyond Trust Remote Support - One of our best purchase decisions
What do you like best about the product?
BeyondTrust Remote Support gives support professionals unequaled control of endpoint devices. Works with desktops, laptops, tablets, and phones. So easy to use, even the most basic end user can connect and get assistance.
What do you dislike about the product?
The only thing I would like to see is the ability to hear the audio from the endpoint device. This would greatly help in troubleshooting remote meetings and sound card issues.
What problems is the product solving and how is that benefiting you?
With limited personnel and a wide geographic area to cover, BeyondTrust Remote Support has enabled us to increase our response time on issues, which greatly increases our employees productivity. It also reduced our travel expenses by at least 50%.
Recommendations to others considering the product:
Although there are less expensive options available, BeyondTrust Remote Support is by far the most effective and reliable system I have experienced.
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Very good remote support tool
What do you like best about the product?
I like the fact that it's very secure and reliable. Sessions are easy to start and I like the fact they are logged. This makes for a HIPAA compliant solution, which we need.
What do you dislike about the product?
The cost of the licenses can be a bit on the prohibitive side.
What problems is the product solving and how is that benefiting you?
HIPAA compliance, integration with our Helpdesk software system. Session logging.
Recommendations to others considering the product:
Make sure that Bomgar would have all the functionality you need but compare that list of requirements with other solutions that may be cheaper. Don't forget that Bomgar has very good technical support as well.
Ease Administration!! Feature rich tool with Security keeping the Key
What do you like best about the product?
The tool is easy to manage. The ultimate use of the tool is by Level1 or level 2 support guys, and this tool gives very ease management and very rich feature like video recording, automatic login to customer after a reboot while giving support. Auditing through ease to understand logs. Authentication through LDAP and other security features are great.
What do you dislike about the product?
A great product to have it in an infra for maintaining your endpoints or supporting them. Not yet anything to be dislike, working good.
What problems is the product solving and how is that benefiting you?
Support to our employees for general task and problems day are having in application install and issues.
Excellent user-friendly, quick solution oriented software
What do you like best about the product?
Bomgar Remote support is user-friendly for both IT support associate and the associate having IT issues. This allows for quick solution exploration remotely.
What do you dislike about the product?
There are no major dislikes with this software
What problems is the product solving and how is that benefiting you?
IT issues
Best Remote Support tool I've used
What do you like best about the product?
The sheer number of useful features is amazing. Having unattended remote support access to > 1000 of our customers' servers and PCs, with access permission restricted by team has saved untold hours. The session recordings have saved our bacon on a number of occasions, whether it be for liability purposes, just checking a product key that maybe got documented incorrectly, to reviewing a tech's interaction with customers for coaching, etc.
What do you dislike about the product?
The biggest issue our company has with Bomgar is it's price tag. We already have remote support built into our network monitoring system but Bomgar is so much better we are still willing to pay for it.
What problems is the product solving and how is that benefiting you?
Higher customer satisfaction and increased productivity are the number one benefits. It significantly increases the security for our customers as well - our rep console requires a 2FA login, and we can restrict access privilege by team or individually. It has been a good sales tool for us to be able to tell our customers that all of our work is recorded as well.
Recommendations to others considering the product:
It is truly a great product if you can afford it.
Use Bomgar all the time
What do you like best about the product?
I use the admin functions to watch my team and make sure they are doing what they should be while at work.
What do you dislike about the product?
I wish I could zoom in on a screen when I'm in dual monitor veiw without having to select a side in single monitor view,
What problems is the product solving and how is that benefiting you?
We work in a Tech call center so we have to Bomgar into multi client's machines throughout the day to visually walk them through problem solving and or see some errors of recreate issues on their side using their database and install instance.
Recommendations to others considering the product:
Great software for a support team to have as a resource! Use this in our office bu every support rep multi times a day. Client side is easy to connect just through an IP address or a website with just a few clicks.
Helpful with supporting users and integrates with other software
What do you like best about the product?
I like that it integrates with our Ghost Solutions Suite software, and NodeName scheme. It works well upon reboot, auto-reconnects. It has very little latency, and it works pretty well with network bandwidth. because we implelemt a node name scheme, that includes campus code, building code, department code, a unique asset tag number and the type of computer it is (Mac, PC, Linux, virtual, etc) it is easy to communicate with the customer to get these type of information to remote control their PC/Mac/etc.
What do you dislike about the product?
I don't like that the message box function does not have many functions. I wish there was the ability to transfer files, especially for when we use this to remote desktop connect with our test machines. Sometimes it would be nice to be able to send images, files, etc. There is a chat box, but it is very limited, only being able to send text.
What problems is the product solving and how is that benefiting you?
Helping to get actual screenshots, helping users complete tasks. It easily connects our two campuses, and allows someone at CSB to help someone at SJU because the computers are all linked together and use the same systems.
Recommendations to others considering the product:
If you use additional management tools its great! I have not looked into the pricing scheme, I do just wish that I could use it for personal support, but it is very "industrial" and not for home use. If you want to use it for home use, it might be very difficult to implement.
Very solid remote support tool - would recommend
What do you like best about the product?
ease of use for users, reliability of platform, consistency of connection
What do you dislike about the product?
Sometimes I have observed that when the remote system reboots, and the platform is set to auto reconnect, that it does not do so automatically.
What problems is the product solving and how is that benefiting you?
remote support of global user population
Bomgar Support
What do you like best about the product?
The software is easy to use. It has good functionality. One of my favorite things is remote command shell. Multiple people can connect and use different features at same time.
What do you dislike about the product?
Piv support is lacking. Working with government entitys their piv support and functionality sucks
What problems is the product solving and how is that benefiting you?
Being able to interact with customers and customer sysems
Top notch remote desktop/help desk software
What do you like best about the product?
Reporting and administration are far better than TeamViewer or SolarWinds. The new web console is handy when using Chromebooks for support, however the client side of supporting Chromebooks leaves some room for improvement. The flexibility of the Virtual Appliance vs the appliance has been a positive benefit since we upgraded.
What do you dislike about the product?
The new click to chat feature seems like a step backward for most cases as you need to install the full customer client to do anything other than chat.
What problems is the product solving and how is that benefiting you?
We provide remote support via telephone when possible to minimize on-site visits. Jump clients allow us easier access to clients that need additional support without having to go through VPNs.
Recommendations to others considering the product:
While not the cheapest option, the quality of the software makes up for the higher price.
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