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

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
Remote Support video
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Remote Support pricing overview

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


Free Version

No

Free Trial

Yes

Remote Support Features

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customizable 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 1,497 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
Graham F.
IT Help Desk Manager
Information Technology & Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 13/02/2020

"Bomgar - Great Tool for Remote Support"

Comments: Remote Support from Bomgar is our main tool we use to provide support to our end users. Because it is easy to use on both sides we have not looked anywhere else. Cost is great too.

Pros: It is very easy to use for our end users so they can get can get connected to our support team and the ability to elevate privileges makes resolving their issues remotely much easier. In app chat is also a nice feature that comes in handy when working with our end users.

Cons: There is very little to not like. It is easy to use and we have not experienced any outages or issues in the time we have been using it.

  • Reviewer Source 
  • Reviewed on 13/02/2020
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
Eric D.
Owner
Accounting, Self Employed
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 26/05/2020

"REMOTE ACCESS"

Comments: Very efficient and dependable product. With 98 + up time.

Pros: Bomgar allows you to access clients systems with ease and stability. The product comes in a number of setups and technical support is superb.

Cons: The security certificate process when you have your own appliance can be dicey but it's still the best way to secure your customers have safe and secure remote access.

  • Reviewer Source 
  • Reviewed on 26/05/2020
Abdullah A.
IT Support Technician
Staffing & Recruiting, 501-1,000 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 27/11/2019

"Does what it says on the tin"

Pros: Great for both Internal and external remote support
Remote Scripting
Screen sharing
GDPR
Jump Items

Cons: None so far as using it for more than 3 years

  • Reviewer Source 
  • Reviewed on 27/11/2019