BeyondTrust Remote Support Reviews

We like that it's compatible with all operating systems and devices, and that we can host the server on premises and that gives us full control over security and accessibility

They can be a little slow about coming out with updates when Apple releases new operating systems that causes compatibility problems

We are the IT for a university, so we have a wide variety of customers from faculty staff and students some have university supply devices while others bring their own devices so the ability to support them no matter where they're at and what device are using is essential to our operations

We spent about a year researching remote support products and BT was the very best and we have loved it the last year we've had it.

The downloads still stay bomgar instead of BT

Easily connecting with thousands of uses across the globe

I like that you can configure BeyondTrust Remote Support within your domain's enviroment and that you can also group devices according to catergories, BeyondTrust Remote Support has several remote tools to support remote work like changing client display resolution, blocking client actions while you on the client's host machine etc.

I can only dislike a few things about this tool, it is finely tuned for remote support but one of the few things that happen while you use BeyondTrust Remote Support is that the connection drops spontaneously and times connecting to a host machine can take several attempts.

BeyondTrust Remote Supportsolves our need to assist remote workers with their technical issues promptly and easily, it reduces the downtime of wanting to get to the physical machine but instead we are able to remote into the host machine without any hassles and resolve the issues the client has.

This remote support application has changed our entire service desk culture since we started using it several years ago. It allows us to do everything we need to do and the flexibility of the product has allowed us to take advantage of additional troubleshooting and remediation options to assist customers more easily.

I haven't encountered any negatives, the only thing I can even think of is the product is so robust and trouble free, we tend to get behind on versions because we haven't had a need to update it. When we DO update, we usually have to have customer support build us updates to install.

First call resolution is so much better when our helpdesk techs can remote into a customer's machine and resolve issues before deploying a field tech. Being able to actually see the issue makes troubleshooting dramatically more effective.

Representative client is clean and easy to use and it provides an easy way for us to connect to and support all our client who are not at all tech savvy.

The only slight downside we run into is the representative client becoming unresponsive when connecting to clients whose systems are very slow and their internet connection is also slow. The Rep client almost always recovers but it can struggle when initially connecting to slow systems.

Ability to connect to our customers so we can provide them with support in an easy consistent way.

Easy to use. Remote sessions via direct icon click (jump client) or by initiating remote support session by e-mail invitation, access link or session key. Ability to see multiple monitors and gain full control to troubleshoot user's problems.

Nothing to dislike about this product. We are using it as a standalone appliance. Updates need to be performed manually. Sometimes still have problems with having elevated user control (which sometimes does not work properly)

Highly recommend this product. It is easy to use and deploy. Works very fast with the latest patch.

Before using BT Remote Support we had limited ability to colaboration during support sessions. Remote support allowed us to now jointly invite support team members to work jointly on the problem. Ability to share sessions, have chats and work remotely not utilizing a VPN was a great benefit. This is an excellent tool for any IT Department

I am writing this review as a customer/user of BeyondTrust Remote Support and I absolutely love this product! I have used it in the local government sector and currently in education. Being able to transfer files without interrupting end users and being able to easily remote into devices with a click of a button makes taking care of tech related issues very easy. I also like the ability to create different categories for each site to keep organization of devices easy to find. Bomgar is a great product that everyone should use!

With BeyondTrust Remote Support there isn't anything that I can really think of that I dislike about the product. Every product can have improvements but at this time I cannot think of anything.

Bomgar is helping us solve day to day problems our end users experience. Even if we need to go on site to fix a problem if it cant be handled remotely, it gives a clear picture as to what our user's problems are and gives us a starting point to solve the issue.

Remote Support has been a vital tool in supporting companies we acquire until we are able to convert their systems to ours. Also, with the increase in working from home

When upgrading Remote Support, the Agent on Windows 10 IoT fails to upgrade more than it succeeds.

Remote Support allows us to connect to computers outside of our network. Also, we use it to invite Manufactures of equipment as External Reps to troubleshoot issues. This allows us to control their access and don't have to worry about firewall rules for whatever remote tool they like to use.

It has excellent support for almost any mobile device. We can customize the integration into our in-house systems. Unattended access is also a great feature that we use all the time. The cost is excellent! No issues with users being able to access and use the product. They offer in-person and online training as well.

The support for IOS is not as robust as other platforms. I wish the chat options and the screen share had more features. We have noticed that the resource files are usually huge. The mobile app could use some work. If we could swap the screen sharing within a session, that could be very helpful in some cases.

It helped us improve Improve customer relations/service. It also helped with Cost management. We needed an excellent fluid solution to remote to our end users and customers.

The ease of use for my TSC, the comfort level of my end users and the reporting and implementation was straightforward from an implementation perspective. My helpdesk loves this tool and it's been a savior to help our end-users on firm-machines as well as personal.

Group policies and session policies could be a bit easier to understand and see how the settings impact the user's experience. especially as it relates to attended vs unattended.

We were having issues with consistent helpdesk support to our end-users and also proxying privileged accounts (like local admin to install print drivers) and this has provided not only the access with security and recording but a consistent end-user experience that they appreciate to help solve IT end-user problems remotely.