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

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Remote Support pricing overview

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


Starting Price

Not provided by vendor

Pricing Details

Contact BeyondTrust to request pricing information.

Free Version

No

Free Trial

Yes

Remote Support deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Remote Support Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritisation
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Audit Management
  • Audit Trail
  • CRM
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Customisable Branding
  • Customisable Reports
  • Diagnostic Tools
  • File Sharing
  • File Transfer
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Update / Installation
  • Reporting & Statistics
  • Reporting/Analytics
  • SSL Security
  • Screen Sharing
  • Secure Login
  • Self Service Portal
  • Server Monitoring
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Summary Reports
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integrations
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Unattended Access
  • User Management
  • Video Conferencing
  • Video Support
  • Workflow Management

View full list of Remote Support Software

Remote Support Alternatives - Capterra New Zealand 2021

More Remote Support alternatives

Remote Support Reviews

Read all reviews

Overall rating

4.6/5

Average score

Ease of Use 4.5
Customer Service 4.5
Features 4.5
Value for Money 4.3

Review software

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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
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
John M.
Systems Engineer
Computer Software, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2/03/2021

"Great help for all remote support!"

Comments: With COVID, remote support is everything and bomgar has amazing remote support, really top notch.

Pros: I love the remote support. I can hit any machine, whether I am on my mobile device or on my laptop of desktop. I also love that I can create a remote session key, email it to a user and I can instantly have access to their machine, so powerful.

Cons: Honestly there is very little that I don't like about this software. If I had to say anything it would be that sometimes creating the remote session key can get a bit buggy, but that is rare.

  • Reviewer Source 
  • Reviewed on 2/03/2021
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 3/03/2020

"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 3/03/2020
Telayna W.
Research Technician
Higher Education, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 27/12/2020

"Comprehensive Remote Support Software"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 27/12/2020