Remote Support Reviews

"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.

"BeyondTrust Remote Support review"

Comments: Like I mentioned above we often use BeyondTrust Remote Support tool to resolve various types of issues of our customers. Some unique features of Remote Support tool make it irreplaceable for us.

Pros: BeyondTrust Remote Support (formerly Bomgar) supports many end user environments - Android, BlackBerry, iOS, Linux, OS X, Windows, Windows Mobile.
As I previously mentioned the Remote Support tool has some unique features I often use - you can avoid typing very complex password by using copy/paste function in Windows pre-logon screen, run the applications under SYSTEM account in remove CLI session, etc. Remote Support makes those features easy to use.
The Remote Support from BeyondTrust has many other useful features and easy to use. BeyondTrust is our main remote support tool.

Cons: Unfortunately the licensing cost (per representative) is still very high. Because of that we use the tool almost full working day and even more. Sometimes our team members has to wait for available remote support license.

"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.

"Remote support service for de"

Comments: Having clients that demand high-grade security when remotely accessing their computers, both in software deployment and further IT support matters, Bomgar offers a complete variety of security features - 2 Factor Authentication, extremely useful vault system for sensitive credentials storage for further use, variouse forensics system and many more.

Pros: Security options - Bomgar is a king in this field. 2FA and especially vault system is deserves a true gold medal in this category. For companies that are specialized in very sensitive services, security while getting an IT support services is crucial, especially during a remote access session.

Cons: In Europe it's still hard to convince a client to Bomgar as it's not as well-known out here as TeamViewer. But after some briefing, it gets easier every time.

"Bomgar"

Comments: My overall experience was great with it.i didn't have any issues while using this software.

Pros: We used this for a semester when I was in school for remote learning and it was very easy to get a hang of. I really liked it. It seemed very reliable to me and I liked it over a lot of other remote programmers.

Cons: Cons from what I heard it was very pricey and some of the teachers reported security breaches which could of messed up all of all information we had in this software. That was a little scary.

"Easy remote support while maintaining a controlled environment"

Comments: Staff will always have hesitation when allowing IT to remote into their computers. This can cause resolution and deployment times to skyrocket. But Bomgar Remote Support features a full suite of tools that allows the company and its users to feel confident in letting IT remote into their machine because of its many features and customization options.

Pros: Bomgar Remote Support is easy to install and manage for your staff and IT support. You can deploy a shortcut to computers and set it up to start remote sessions immediately, or allow a support rep to give a session key to start the session. So there are lots of options to customize how you want to manage support sessions. Once you're remoted in, a range of options for controlling the computer are available to the rep, allowing the sessions to go faster like control panel shortcuts, screen shot options, and an easy to use file share interface. The customer can see everything happening and chat with the rep in a chat box, which also displays helpful information like what commands the rep is running in the background. There is a lot of transparency when running Bomgar so everyone can feel safe and comfortable sharing their computer with an IT rep. Bomgar also integrates with other software like Service Now.

Cons: Bomgar Remote Support does take a lot of planning to set up properly and get running efficiently. A lot of the security and transparency features will require a lot of app administration. If you're a one-man or smaller shop, you will have a longer time getting many of its features up and running.

"A recommended and dependable remote endpoint management and technical support portal"

Comments: A powerful Remote Endpoint and support tool for professional IT shops.

Pros: - Full-featured remote endpoint and service portal that allows IT admins and technical support organizations provide support for technical and non-technical clients and their workstations/servers
- I have deployed Bomgar at two organizations as an IT Administrator and support person, and Iove how dependable the endpoint agent software is for connecting to all workstation endpoints we support. If you need to connect to a workstation on an isolated network in a building across the city? No problem, open the Bomgar admin console and find the workstation in endpoint inventory and can remote into the machine, transfer files, chat with a client on the machine via bomgar chat, or control mouse and keyboard.
- Start impromptu support sessions and guide customers to the bomgar support portal and request a session with you or any other active administrator who is available, all on the fly.
- Enterprise support is very helpful, I have had to leverage them for guided updates and configuration advise. They are professional and well-trained
- Bomgar offers physical and virtual appliances, I have deployed both physical and virtual solutions from them, both work the same.

Cons: - As a purchaser of a Bomgar appliance, you still need support for the hidden back-end of the appliance. One deployment of this solution, we ordered two virtual servers, I believe at different times. As such, the hidden linux back-end of the software were inherently not exactly the same build configuration, and we discovered this during an upgrade of the software version and they reacted different to the upgrades. This was an unexpected setback, however, to the credit of support they were professional and prompt with their diagnosis and provided tailored update packages to finish the upgrade.
- There are lots of free solutions that can work for remoting into endpoints and providing support remote for endpoint users these days, which may make the value of Bomgar less desirable due to cost of appliances, annual license renewals and upfront license costs, depending on the budget. If you can afford it, it's worth the money for quality of the product and its features.

"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

"Useful for IT issues"

Comments: Overall this has been a great tool and allows you to have IT help at your fingertips as if you had someone sitting right next to you.

Pros: Bomgar allows our IT department to remote into our workstations and address computer issues. It's very user friendly! Once opening the program our IT tech will provide a session key number which you enter and allows them to remote in and take over. I'm generally on the phone with IT while they are accessing my system, but there is also a chat feature that allows you to communicate with whoever is remoting in. Both users can utilize the mouse or keyboard, so I can show them exactly what I clicked on or what error message I am encountering. It has saved so much time as our IT team is relatively small, and an inability to access programs or have a functioning computer can easily impact patient care. I don't have to wait hours for a ticket number to get assigned to a person who has to triage me along with tons of other people. You can also get a transcript of your chat after you have closed the session. There's an icon that will appear on the top right hand corner of your screen to let you know you are connected and someone else has access, and it's easy to know that the session has ended because the icon disappears and there's a notification that you have logged out.

Cons: I have no problems with this software! I have never had trouble with it loading, and each time I've had to use it it has booted up quickly without error, runs smoothly while someone else is accessing my computer, and is incredibly easy to navigate and use.

"The Swiss Army Knife of Remote Support and Unattended Management!"

Pros: Ease of initial setup was a breeze for my cloud based Bomgar instance. I was able to have customers connecting within a matter of hours. The ability to deploy Bomgar Jump Clients on machines which I need instant access to when providing managed services is simple and works wonderfully. No other remote support software offers the features that the Bomgar product boasts, which does contribute to the price of the product versus the competition.

Cons: Pricing model is difficult and is not feasible for small companies, or companies just getting started. The yearly fee for a cloud hosted instance is quite significant, and purchasing your own Bomgar appliance is even more significant.

"Bomgar gives us total access to all aspects of pc troubleshooting. Saves thousands/year in travel!"

Comments: Greatly reduced travel costs for branch office desktop support. Faster response for client issues. Recovered hundreds of hours of travel time.

Pros: Access to troubleshoot most pc's and devices even from my phone. Love the ability to script actions that are repetitive on most pc's (set registry keys, install applications, run utilities). I can share remote sessions with other support specialists when needed. Jump clients allow me to initiate support sessions easily with our regular client base or on servers. We even use it to train individuals on new software or processes. License pools - a few licenses allow multiple techs to log in and out as needed. (we use 6 licenses with around 25 support specialists)

Cons: Cost is the biggest con. Up front cost and annual maintenance is pricey, but the cost savings from reduced travel pay for it easily. Audio from remote systems is not available, making troubleshooting of sound issues more difficult.

"Bomgar is one of the most commonly used remote connection softwares, and has proven reliable."

Comments: Bomgar allows the quick set-up of remote connections to computer systems. It's especially beneficial when working with users who may not feel comfortable working in-depth with computers, as it requires just a simple download to get set up.
The fact that it removes itself after use is a wonderful feature that makes it perfect for one-time uses, such as customer support.

Pros: Bomgar is quick to download and run, and is able to be pinned to the computer it's running on, allowing the remote connection to be opened and connected to later.
When you're finished using it, disconnecting will close and uninstall the Bomgar program, ensuring the system cannot be accessed further.

Cons: It's very rare, but I have encountered issues where pinning a Bomgar connection can cause issues on Windows Server 2008. This does not occur on all servers running Windows Server 2008, but at this time it is unclear what is causing this issue. A regular, non-pinned session will not cause any issues.
This is also not the software to use if you plan on making repeated connections to a computer. Every time it runs it must be downloaded and ran, vs options like LogMeIn, which can be installed and run in the background so whenever the connection is needed you can remotely access the computer.

"Good Remote Software, but not the Greatest"

Comments: the remote function of this software is flawless with at least a 99.8% success and speed rating. it allows us to connect immediately and securely to our client without worrying about disconnects or slowdowns or any other possible issues that may arise with a breach of the connection due to hackers.

Pros: I like the fact that the speed and security of the connection to the remote client are quick and secure without any drops except only on a few occasions which was found to be a bug in the release of one of the installers they had released.

Cons: the file transfer capability and continuity needs improvement. there were issues at sometimes with larger files where the software would just simply quit on a client system and would not resume. we made sure that the client system was more than above standard for handling a file transfer as we usually do this on a higher end workstation or server. this creates a severe impact with not only the client,but with our company as well when performing remote diagnostic services where files need to be uploaded to us.

"Great for remote configs/troubleshooting"

Comments: We use this program to remote into PC's/servers/virtual PC's across our organization.

Pros: I like Bomgar because of the ease of use. There is no lack of speed or lagging when using Bomgar. It also allows you to jump into a session with another person who is trying to troubleshoot a problem. The best part is the client is install on the remote PC only when you are using it. After exiting out the client is gone. This software offers remote access to system/registry/hard drive/system specs all by remote. This is an easy to use program and very effective for the every day IT Pro.

Cons: There is nothing that this software can do. The only complaint is while trying to "jump" into another PC, Bomgar does not work well in the background while connecting to a remote PC.

"Gets The Job Done!!!"

Pros: It just works it really gets the job done and its headache free for the Admins

Cons: No cons it simply works
Best software out there and i have tried at least 6 different ones

"Excellent remote assistance and queue management for tech support teams."

Comments: Better than VNC, RDP, remote assistance or many other remote connection software options for its ability to deploy and scale cross-platform, as well as usability for non-techs who need to be able to access customer computers.

Pros: Deployable "JumpClient" makes remote connecting to customers a breeze. Remote requests prompt users and the Representative Console makes sorting through new requests and finding users to connect to very easy.

Cons: Honestly, this is nitpicky, but the name. We've had Bomgar implemented for over 2 years but we still get "concerned" emails about this aggressive-sounding software "popping up" in the system tray of user's computers. Education is helping, but there really is no great fix for that, and you can't really fault the creator for using his unique surname for the great product.

"Review"

Comments: It allows us to help both staff and non staff remotely to fix their computers.

Pros: It is very easy for me to have user download/run the remote software.

Cons: Setting up jump points doesn't always work well.

"Bomgar"

Comments: We have 20 tier two Help Desk techs who use Bomgar every day in every situation conceivable, including customers who are presenting at the time. It works well, and when it doesn't work, we then know there is a network problem between us and the customer that needs attention.

Pros: We have access to four tools that give us some kind of remote access to our customer's computers. Bomgar is the best, gets used every day, and has a features suite that is unmatched. Our customers travel the globe, sometimes have emergent needs, and are sometimes difficult to understand in text or bad voice connections. Being able to reliably remote into their computer to assess and resolve the situation is priceless.

Cons: It has a cost for as many techs as we have on staff, but it is worth it.

"Puts my mind at ease"

Comments: Like I said, we use Bomgar for IT. Since our company is spread out across the US and in various countries across the world, this system helps resolve issues remotely without the need of a person to come check IT issues on our computers- this essentially saves time!

Pros: I use Bomgar whenever I have an IT issue. I call our IT and open a Bomgar session. It's very simple to open. It allows IT to access my computer remotely. We both have the ability to control the computer. Typically I will type in my username and password for a program and the IT specialist will be able to see the issue I have on my computer and troubleshoot it. I remember when we would have to call IT and explain everything in extreme detail and then IT would tell us what to do. It's not always easy to follow instructions over the phone, especially when it's technical. This takes me out as the middle man, so IT can directly fix my computer from their own location.

Cons: Honestly, there's nothing I don't like. I would just recommend closing out of anything confidential before allowing someone else to see your screen.

"Comprehensive Remote Assistance"

Comments: I appreciate Bomgar for what it does. I can connect to another users machine fairly quickly and remotely when issues arise, and for the most part, other than when admin credentials are required, I am able to handily resolve any issues. I know that there are other products that do similar functions, and even one or two that I prefer more, but we licensed this software for company use and it is perfectly adequate.

Pros: What I like most is that it works exactly like it should, which is connect me to office users so that I can handle computer issues remotely. Once I am connected, I am good to go as far as accessing another computer. I like that it runs through a web portal for ease of use when I am not directly connected to our network.

Cons: There are some small, glitchy things, like when I want to email the link to another staffer, I have to copy and paste the link into an email instead of just clicking on the button that self-generates an email. Another thing, which I don't think Bomgar can really do anything about as it is more about security settings on our devices, is that when I am installing software or making changes on a computer remotely, and those actions require administrator login, but the remote link blocks you from seeing what the issue is, and you are temporarily disconnected without really knowing why.

"Best thing is connection fast, fast at Bomgar."

Comments: Bomgar is a very good software, it has too many excellent and lucrative functions that complement very well the long distance remote connection, the only factor that affects are the prices but I trust that at some point the plans for a better accessibility will decrease. Bomgar has helped me a lot in business, since I can connect with my employees to provide support and other things.

Pros: The best thing about Bomgar is the speed of its connection, it can be anywhere in the world, in any country, and in the same way, provide a support with a fast connection and without connection drops, the stability in this software is the factor that has given you the most life.

Cons: I do not like that Bomgar has high prices, since the intention of this software is to help connect from any place or device and give distant support, but the prices of the plans do not allow accessibility, if the mission is help, I would like lower the prices so high.

"Needs a couple of Tweaks"

Comments: We use it primarily for Remote support of Users and remote management of servers and technical computers.

Pros: The ability to remotely remove software without interacting with the user, manage Registry and check performance in real time is a boon over basic remote control software

Cons: File transfer needs a restartable mode every time. I haven't fully got a handle on why it happens sometimes but not others but transferring a 6GB file over a slow connection and have it cancelled because the the User session went to to the locked screen.
Also it would be useful to be able to rename a computer from the console so that "Names" can be realigned with Hostname after the hostname is changed.

"Awesome Value for Money!"

Comments: Communicating with external customer in efficient way and reducing the support calls and communication count by helping user efficiently. User satisfaction is increasing with ease

Pros: All customers are not within in your intranet for which you can use some sort of intranet communication tool and then you need something like this which is so seamless you would be astonished. Forget about low bandwidth in the customer end this allows you to connect people from the most remote places. You can take control of external user and do almost everything what you want the users to do. This not only saves time by reducing communication but also keeps the user happy by not walking through the unwanted application specific steps. You can specify what level of access to end user's computer the support team will get which is a awesome feature.

Cons: The pop up window comes out of no where can be little annoying. I will prefer some sort of message before sudden pop up comes up. Some apple ios specific issues was there which has been reduced with every release.

"Great tool for seamless IT support"

Comments: Bomgar has been a real lifesaver during the pandemic as we all work from home. It is compatible with our VPN meaning that it can be run whether we are on the corporate network or personal WiFi. Although sometimes the connection can take a second try to fully connect, but it is always a very stable connection for easy troubleshooting.

Pros: It allows for seamless transition from user control to support control without constantly losing connection. It even has a convenient chat window so that support can communicate with the user while remote control is ongoing. The connection remains stable even when the computer is restarted, which is great for installations and upgrades. Although we don't use the ticket feature very much, it integrates seamlessly with our existing IT support ticket platform to allow quick and consistent follow up for issues.

Cons: There are a lot of permissions that this software needs to be granted, which is always a constant struggle for our IT support to get across to employees. For remote access, the user needs to download the unique access executable file, and then grant permission for it to run and give access to the specialist. Additionally, after a few seconds, another permission window should pop up - but sometimes it does not, which requires the entire process to be repeated. The chat function, while it exists, is not the most streamlined since it requires the user to take control of the pointer. We usually choose to troubleshoot verbally over the phone as remote access is ongoing.

"Too robust for simple support"

Comments: Overall it is a solid solution that offers more features than I even use.

Pros: I like that we can integrate with out O365 SSO instead of having to have a separate login for the software.

Cons: I do not like having to authenticate as an administrator twice; once when I login to the software and a second time when I connect to a support session. It take extra time that could be utilized in my efforts to assist the person on the other end.