BeyondTrust
BeyondTrust CorporationExternal reviews
326 reviews
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Out of band supoport
What do you like best about the product?
Beyondtrust expands support beyond your internal network securely
What do you dislike about the product?
Nothing at this time that they have not been able to resolve.
What problems is the product solving and how is that benefiting you?
Supporting freelance user that are working off internal networks or not part of our ITSM platform
Bomgar Remote Assistance
What do you like best about the product?
The ability to have an agent initiate the agent from within a incident / chat session and be able to pull the logs into the incident ticket that is created.
What do you dislike about the product?
The integration into the chatbot / virtual agent is not very easy
What problems is the product solving and how is that benefiting you?
We want to the able to have out agents help the internal staff remotely and also be able to document the case with the contents from the chat.
Powerful remote desktop support tool
What do you like best about the product?
This product can be used to remote into any device, not just a laptop. We have used it to troubleshoot devices like iPads and, iPhone. I like that you can see instantly jump into computers with jump clients installed. Also, you can see the real-time status of all jump client with last time accessed. I like the interface design so you can keep track of multiple sessions that can occur at the same time. I like the integration with
What do you dislike about the product?
The process to connect the remote user can be difficult. The webpage used to start session relies on clear communication of the web address and also a bit of understanding from the end users on how to download the client. Lacks window phone app.
What problems is the product solving and how is that benefiting you?
We previously the Help desk did not have a remote desktop solution. This is product is leaps and bounds about the other freeware products we were using before. Often we would have to visit uses to resolve simple issues now this is all done remotely with a branded licenses.
Recommendations to others considering the product:
There are several options on the market that can perform similar tasks. Try other solutions to see what you need then try this product.
Top notch remote system
What do you like best about the product?
The best thing about Bomgar is to have the ability to share screens with the user while they are logged in. It creates a secure connection that allows you to chat with the user while troubleshooting issues. This makes things more efficient than having to go to the user's office for account/software related issues
Another great thing about this product is when you are troubleshooting software issues. There are many times when I needed to re-install or make changes to a configuration item in a packaged software that wasn't working correctly, and I had to have the user restart the device. Once the device restarts and the user logs back into their account, the session is restored. This is an absolutely amazing feature that makes it unique from other remoting clients.
Another great thing about this product is when you are troubleshooting software issues. There are many times when I needed to re-install or make changes to a configuration item in a packaged software that wasn't working correctly, and I had to have the user restart the device. Once the device restarts and the user logs back into their account, the session is restored. This is an absolutely amazing feature that makes it unique from other remoting clients.
What do you dislike about the product?
The process to have the user go to the Bomgar website to select the Tech can be a little lengthy and cumbersome at times if the user is not familiar. It will sometime take awhile to tell the user what URL to type in to even get to the support site and then select which support technician they are communicating with. Sometimes they will get confused when the session downloads if they have not done it before.
What problems is the product solving and how is that benefiting you?
Our Service Desk and Desktop Support use Bomgar for account, software, and basic desktop questions so we can view the desktop without physically going to the device.
Recommendations to others considering the product:
Bomgar is very easy to use and easy for the users once they are familiar with the process.
Great software
What do you like best about the product?
The software is very easy to use. It is an excellent tool for remote support, especially when attempting to support an application you are unfamiliar with as it allows you to interact with the user. We have used Bomgar for a year to replace teamviewer.
What do you dislike about the product?
The software still seems very resource heavy so it has caused some issues with older machines.
What problems is the product solving and how is that benefiting you?
Bomgar allows us to provide better support as we can get a better handle on the issues our users encounter when using an application. We are also able to monitor what outside vendors do in case any issues arise while they are implementing their products.
Recommendations to others considering the product:
Nothing to suggest, just use the software and chances are that you will love be it.
Bomgar is a great solution for multi-platform remote support!
What do you like best about the product?
The functionality is exactly what we need, which is the ability to support all platforms regardless of the device's type, status, or location, and also to provide all of the functionality we're looking for in a remote support tool. We are also excited about the security and privacy model that Bomgar offers.
What do you dislike about the product?
Apps for support staff can be a little clunky (non-native in appearance) and visually overwhelming at first. Mobile app (iOS) feature set could be improved to better match what is offered in the desktop client on Windows/macOS.
What problems is the product solving and how is that benefiting you?
We are building a second remote campus we will need to support, in addition to additional support to faculty and staff working from home.
Recommendations to others considering the product:
If you need a tool for remote support, due to geography, and you need to support multiple platforms, Bomgar is the one you should look at first.
Could be improved
What do you like best about the product?
It seems secure so that's good. Can send the link via email to the user. You don't need to be a rocket scientist to use it. Actually, I had very few user not able to quickly find the download and run in a couple of seconds.
What do you dislike about the product?
You have to use IE to use it and if java has to be reinstalled then you're in big trouble as you need java to be connected. The user has to click through a ton of confirmations and if you need admin rights on the computer, double that.
What problems is the product solving and how is that benefiting you?
Securely have access to user's computers
Recommendations to others considering the product:
Try both Dameware and Bomgar and see which one works best for you
Good remote support program
What do you like best about the product?
Lets me see what a user is seeing remotely and adjust settings in their end of needed.
What do you dislike about the product?
Sometimes there are prompts that i cannot see or click that I will need the user to click on their end.
What problems is the product solving and how is that benefiting you?
Remote helpdesk support for users at their computers that are having issues getting things to work.
Recommendations to others considering the product:
Works fine for the most part and fairly easy to use.
A very niche tool
What do you like best about the product?
Ability to remotely connect to the machines and transfer files.
built in screenshot ability.
built in screenshot ability.
What do you dislike about the product?
nothing so far. the application has been a life saver. :Less time consuming than VNC
What problems is the product solving and how is that benefiting you?
Store remote support
Recommendations to others considering the product:
best tool so far for remote support
What a time saver
What do you like best about the product?
The ability to get remote access to a internet attached device that has no client loaded by just directing the user to a web site and click and run. Also the ability to access my remote control capabilities from a device that does not have the Rep Console loaded by logging into my account via web access.
What do you dislike about the product?
What is there to dislike. It is a great product with a great group of people supporting it.
What problems is the product solving and how is that benefiting you?
Being a cellular provider and having a product that we can gain access to our customers devices when they need support has been a great help.
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