Remote Support

Who Uses Remote Support?

BeyondTrust Remote Support offers the capabilities that enterprise level IT and customer support organizations need. We serve all industries.

What Is Remote Support?

BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency.

Remote Support Details

BeyondTrust

http://www.beyondtrust.com

Founded 1985

Remote Support Cost Overview

Remote Support does not have a free version but does offer a free trial.

Remote Support video
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Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Remote Support Features

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback

View full list of Remote Support Software

Remote Support Alternatives

More Remote Support alternatives

Remote Support Reviews

Showing 5 of 1,501 reviews

Overall
4.6/5
Ease of Use
4.5/5
Customer Service
4.5/5
Features
4.5/5
Value for Money
4.3/5
Jessica B.
Customer Service Representative
Consumer Services, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 28/08/2020

"Amazing features"

Comments: I have got to say this is my favorite as far as remote support goes. It is super user friendly and easy to adapt to it. It has amazing features that allows a one stop shop which is amazing!

Pros: Amazing features, two factor authentication, remote desk top support is great. Super easy to use and maintain

Cons: There are to many products like this one and the price is a little higher then I'd like it to be but that would be my only issue.

  • Reviewer Source 
  • Reviewed on 28/08/2020
Ivan M.
Technical Services
Computer Software, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 21/01/2020

"Support software done right"

Comments: Very intuitive, I like it very much. When you come across a product like this, you get to understand the experience that was put into the development of this product. No support software comes close.

Pros: It is really customizable and was thought carefully for enterprise environment. It is also suited for heavy support workloads where many agents have to fire up the console and help many customers at once. The new user interface is very nice too. Privilege escalation is a really useful feature and canned scripts really help at providing agile support.

Cons: It doesn't come with audio features. You can only use chat or you have to call your customer separately. The lack of audio it's its Achilles' Heel. It's also pricey, but the price is worth it, nonetheless the price can put off some companies.

  • Reviewer Source 
  • Reviewed on 21/01/2020
Diana D.
Coaching Program Manager
Financial Services, 5,001-10,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    4/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 03/03/2020

"Bomgar review"

Comments: It was okay but not great. Manageable I would say. None the less it's still better than webex remote..

Pros: It's faster than webex remote. It's quicker to generate a link for clients so we can remote in. It's modern and better aesthetically.

Cons: Takes too long to set up. There were like different layers of authentication and token and codes to start it up and set it up. Too time consuming

  • Reviewer Source 
  • Reviewed on 03/03/2020
Thayer R.
Director, IMIT
Hospital & Health Care, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 18/09/2020

"Bomgar/KACE is a corner stone of IMIT Support"

Comments: Bomgar is a corner stone in our end user support, very effective and easy to access and use

Pros: This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration. Allow my team to conduct 95% of the support calls from any where, love the ability to support iPhones as well.
Ability to jump, easy for users to connect via web interface, ability to transfer sessions or multi support ability, IM and chat ability

Cons: Every time upgrade happens it break a feature, last update it brook the auto privilege elevation and the ability to Jump. Tech support kept insisting there is nothing wrong with the code till it was proven to them.
My team managed to find a work around. I think the system needed to be tested with different OS before getting released

  • Reviewer Source 
  • Reviewed on 18/09/2020
Kendall P.
Senior IT Engineer
Telecommunications, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 13/12/2019

"Remote Support with ease"

Comments: By having unrestricted remote access to all of the systems on our Network it has given us the ability greatly increase our productivity and almost eliminated travel to remove locations.

Pros: The ability to allow any system user to give me remote access thru our remote support web site without the user having to have any client pre loaded.

Cons: I don't have any cons with the software.

  • Reviewer Source 
  • Reviewed on 13/12/2019