Remote Support

Secure remote access software

4,6 /5 (1568 reviews) Write a Review!

Remote Support Overview

What is Remote Support?

BeyondTrust Remote Support (formerly Bomgar Remote Support) enables the provision of instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Support requests can be initiated through the custom-branded support portal, BeyondTrust Buttons, or Windows applications, and 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, and skills-based routing aim to improve technician efficiency. To manage compliance, all session activity is automatically recorded and can be monitored in real-time, and users can produce detailed audit logs and attestation reports. For GDPR compliance, BeyondTrust can automatically obtain and capture end user consent before remote support sessions begin.

BeyondTrust is the leader in Privileged Access Management and secure remote access solutions. The company has more than 20,000 customers worldwide and was acquired by Bomgar in 2018. BeyondTrust is privately owned and headquartered in Atlanta, GA with offices and channel partners around the world.

Remote Support Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact BeyondTrust to request pricing information.


Remote Support Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
Dutch, English, French, German

Media

Remote Support video Remote Support screenshot: Remote Support screenshot: Remote Support screenshot: Remote Support screenshot: Remote Support screenshot: Remote Support screenshot: Remote Support screenshot: Remote Support screenshot:

Remote Support Reviews

Remote Support Reviews

Overall rating
4,6
/
5
Excellent
1037

Very good
433

Average
85

Poor
12

Terrible
1

Value for Money
4,3
Features
4,5
Ease of Use
4,5
Customer Support
4,5
94% recommended this app
Jessica B.

Amazing features

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!


Eric D.

REMOTE ACCESS

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


Telayna W.

Comprehensive Remote Support Software

Remote Support has been a secure, fairly understandable, remote access console to quickly get going with, allowing consistent remote access to many computers needed for my work.


Diana D.

Bomgar review

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


Michael R.

Bomgar Review

Overall this is way better than Teamviewer and most remote tools. I would recommend this tool to anyone using remote support. Way more functions and very easy to use overall.


Jessica B.
Industry: Consumer Services
Company size: 501-1 000 Employees

Amazing features

Used Daily for 1+ year
Reviewed on 2020/08/28
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Eric D.
Industry: Accounting
Company size: Self Employed

REMOTE ACCESS

Used Daily for 2+ years
Reviewed on 2020/05/26
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Telayna W.
Industry: Higher Education
Company size: 1 001-5 000 Employees

Comprehensive Remote Support Software

Used Daily for 1+ year
Reviewed on 2020/12/27
Review Source: Capterra

Remote Support has been a secure, fairly understandable, remote access console to quickly get going with, allowing consistent remote access to many computers needed for my work.

Pros

The remote access console is clean and fairly easy to figure out. It can be accessed from a desktop program or a web console, allowing me to remotely access quickly and easily from various devices.

The chat support feature is very simple to use and allows IT support professionals to access my machine for troubleshooting in a transparent way.

Cons

Colors on imagery were rendered strangely when remotely accessing some computers. There is a way to fix display color settings within the software, but it took me a long while to figure this out. Dynamic display rendering would have prevented this struggle.

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Diana D.
Industry: Financial Services
Company size: 5 001-10 000 Employees

Bomgar review

Used Daily for 1+ year
Reviewed on 2020/03/03
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Michael R.
Industry: Information Technology & Services
Company size: 51-200 Employees

Bomgar Review

Used Daily for 2+ years
Reviewed on 2020/10/24
Review Source: Capterra

Overall this is way better than Teamviewer and most remote tools. I would recommend this tool to anyone using remote support. Way more functions and very easy to use overall.

Pros

Personally I like a lot of things about this software. Going to outline/describe them below:

1. Simple way for users to join sessions:

All you have to do is direct them to the website you've created to have them join and give them a code. Most of the time I email them a code with the email button and it does all the work for me in the way of instructions.

2. Chat features within the session are useful:

This is a must to have. Its simple to for everyone to use and I've never had any issues chatting with a customer within the session. You can even chat with just your coworker while in a session without the customer seeing the information. Also, adding notes within the session.

3. Color/Background/Quality Control:

You can disable their background or disable most colors to allow higher bandwidth on your sessions. This is very useful whenever someone has a slower speed and cannot handle all of that during the session.

4. Adding scripts during sessions:

You can add personal scripts in the session to allow you to do certain things like access Control Panel as administrator or recreate a Windows profile. Super useful.

5. Pinning sessions:

You can pin someone's computer to jump back on later. Very useful when its a shared computer and you don't have him to walk someone through joining the session again

Cons

I don't like how sometimes this software will glitch when escalating the administrator access and then the loading window won't go away. Now you have this stuck window in your way, can't elevate your access and now you can't close the session either. Ontop of that you can't quit Bomgar until all sessions are gone. Since you cannot close this session you cannot close Bomgar without force closing through Task Manager.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

User recommendation
8,5/10
Based on 1 568 user ratings
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Remote Support Pricing

Remote Support Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact BeyondTrust to request pricing information.

Contact BeyondTrust to request pricing information.

Value for Money
4,3/5
Based on 1 568 user ratings
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Remote Support Features

Remote Support Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Authentication
Compliance Management
Monitoring
Password Management
Policy Management
Real Time Monitoring
Reporting & Statistics
Risk Alerts
Secure Data Storage
Security Auditing
Single Sign On
Third Party Integration
Two-Factor Authentication
Vulnerability Scanning
Features
4,5/5
Based on 1 568 user ratings
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Categories

Additional information for Remote Support

Additional information for Remote Support

Key features of Remote Support

  • API
  • Annotations
  • App to app credential security
  • Audit log
  • Automatic access logging
  • Automatic activity recording
  • Branded portal
  • Canned scripts
  • Chat
  • Compliance management
  • Continuous discovery
  • End-of-sessions surveys
  • Escalation
  • External directory integrations
  • GDPR compliance
  • IT asset management
  • ITSM & SIEM integrations
  • Identity management
  • Incoming call management
  • Inconsistency remediation
  • Interdependency tracking
  • Multi-device support
  • Native two-factor authentication (2FA)
  • Password randomization
  • Privileged identity rotation
  • Remote access
  • Remote control
  • Remote mobile device camera sharing
  • Remote support
  • Role & permission management
  • Screen sharing
  • Secure password storage
  • Service account management
  • Session forensics
  • Session recording
  • Session transfer
  • Skills-based routing
  • Super-user login accounts
  • Support invitations
  • Ticket/issue tracking
  • Unattended access
  • User & group management
  • Watermarking

Benefits

  • BeyondTrust Remote Support allows users to view customers’ screens and react through the remote desktop, enabling the troubleshooting of issues on and off of corporate networks through screen sharing, remote control, unattended access, file sharing, and mobile device camera sharing.

  • Flexible deployment and licensing options reduce management overhead and total cost of
    ownership.

  • Controlled, secure, fast and flexible connection to and from any platform or device, while utilizing
    existing security and operational tools.

  • Eliminate VPN for vendors, while delivering granular permissions and a centralized tamper-proof
    audit trail for reporting to reduce risk.

  • Automate the injection of session credentials without exposing them to reduce risk.

  • Remote Support FAQs

    Remote Support FAQs

    Below are some frequently asked questions for Remote Support.

    Q. What type of pricing plans does Remote Support offer?

    Remote Support offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Contact BeyondTrust to request pricing information.

    Q. What are the main features of Remote Support?

    Remote Support offers the following features:

    • API
    • Annotations
    • App to app credential security
    • Audit log
    • Automatic access logging
    • Automatic activity recording
    • Branded portal
    • Canned scripts
    • Chat
    • Compliance management
    • Continuous discovery
    • End-of-sessions surveys
    • Escalation
    • External directory integrations
    • GDPR compliance
    • IT asset management
    • ITSM & SIEM integrations
    • Identity management
    • Incoming call management
    • Inconsistency remediation
    • Interdependency tracking
    • Multi-device support
    • Native two-factor authentication (2FA)
    • Password randomization
    • Privileged identity rotation
    • Remote access
    • Remote control
    • Remote mobile device camera sharing
    • Remote support
    • Role & permission management
    • Screen sharing
    • Secure password storage
    • Service account management
    • Session forensics
    • Session recording
    • Session transfer
    • Skills-based routing
    • Super-user login accounts
    • Support invitations
    • Ticket/issue tracking
    • Unattended access
    • User & group management
    • Watermarking

    Q. Who are the typical users of Remote Support?

    Remote Support has the following typical customers:

    Large Enterprises, Public Administrations, Non Profit, Mid Size Business

    Q. What languages does Remote Support support?

    Remote Support supports the following languages:

    Dutch, English, French, German

    Q. What type of pricing plans does Remote Support offer?

    Remote Support has the following pricing plans:

    Subscription

    Q. Does Remote Support support mobile devices?

    Remote Support supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Remote Support integrate with?

    Remote Support integrates with the following applications:

    Alloy Navigator, Autotask, Axonius, HaloITSM, Hornbill, SecureLink, Securonix Cloud, ServiceNow, TOPdesk, Zendesk

    Q. What level of support does Remote Support offer?

    Remote Support offers the following support options:

    Online Support, FAQs, Knowledge Base, Video Tutorials