BeyondTrust
BeyondTrust CorporationReviews from AWS customer
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Best Remote Support tool I've used
What do you like best about the product?
The sheer number of useful features is amazing. Having unattended remote support access to > 1000 of our customers' servers and PCs, with access permission restricted by team has saved untold hours. The session recordings have saved our bacon on a number of occasions, whether it be for liability purposes, just checking a product key that maybe got documented incorrectly, to reviewing a tech's interaction with customers for coaching, etc.
What do you dislike about the product?
The biggest issue our company has with Bomgar is it's price tag. We already have remote support built into our network monitoring system but Bomgar is so much better we are still willing to pay for it.
What problems is the product solving and how is that benefiting you?
Higher customer satisfaction and increased productivity are the number one benefits. It significantly increases the security for our customers as well - our rep console requires a 2FA login, and we can restrict access privilege by team or individually. It has been a good sales tool for us to be able to tell our customers that all of our work is recorded as well.
Recommendations to others considering the product:
It is truly a great product if you can afford it.
Use Bomgar all the time
What do you like best about the product?
I use the admin functions to watch my team and make sure they are doing what they should be while at work.
What do you dislike about the product?
I wish I could zoom in on a screen when I'm in dual monitor veiw without having to select a side in single monitor view,
What problems is the product solving and how is that benefiting you?
We work in a Tech call center so we have to Bomgar into multi client's machines throughout the day to visually walk them through problem solving and or see some errors of recreate issues on their side using their database and install instance.
Recommendations to others considering the product:
Great software for a support team to have as a resource! Use this in our office bu every support rep multi times a day. Client side is easy to connect just through an IP address or a website with just a few clicks.
Helpful with supporting users and integrates with other software
What do you like best about the product?
I like that it integrates with our Ghost Solutions Suite software, and NodeName scheme. It works well upon reboot, auto-reconnects. It has very little latency, and it works pretty well with network bandwidth. because we implelemt a node name scheme, that includes campus code, building code, department code, a unique asset tag number and the type of computer it is (Mac, PC, Linux, virtual, etc) it is easy to communicate with the customer to get these type of information to remote control their PC/Mac/etc.
What do you dislike about the product?
I don't like that the message box function does not have many functions. I wish there was the ability to transfer files, especially for when we use this to remote desktop connect with our test machines. Sometimes it would be nice to be able to send images, files, etc. There is a chat box, but it is very limited, only being able to send text.
What problems is the product solving and how is that benefiting you?
Helping to get actual screenshots, helping users complete tasks. It easily connects our two campuses, and allows someone at CSB to help someone at SJU because the computers are all linked together and use the same systems.
Recommendations to others considering the product:
If you use additional management tools its great! I have not looked into the pricing scheme, I do just wish that I could use it for personal support, but it is very "industrial" and not for home use. If you want to use it for home use, it might be very difficult to implement.
Very solid remote support tool - would recommend
What do you like best about the product?
ease of use for users, reliability of platform, consistency of connection
What do you dislike about the product?
Sometimes I have observed that when the remote system reboots, and the platform is set to auto reconnect, that it does not do so automatically.
What problems is the product solving and how is that benefiting you?
remote support of global user population
Bomgar Support
What do you like best about the product?
The software is easy to use. It has good functionality. One of my favorite things is remote command shell. Multiple people can connect and use different features at same time.
What do you dislike about the product?
Piv support is lacking. Working with government entitys their piv support and functionality sucks
What problems is the product solving and how is that benefiting you?
Being able to interact with customers and customer sysems
Top notch remote desktop/help desk software
What do you like best about the product?
Reporting and administration are far better than TeamViewer or SolarWinds. The new web console is handy when using Chromebooks for support, however the client side of supporting Chromebooks leaves some room for improvement. The flexibility of the Virtual Appliance vs the appliance has been a positive benefit since we upgraded.
What do you dislike about the product?
The new click to chat feature seems like a step backward for most cases as you need to install the full customer client to do anything other than chat.
What problems is the product solving and how is that benefiting you?
We provide remote support via telephone when possible to minimize on-site visits. Jump clients allow us easier access to clients that need additional support without having to go through VPNs.
Recommendations to others considering the product:
While not the cheapest option, the quality of the software makes up for the higher price.
Easy to use, easy to connect
What do you like best about the product?
This program allows IT to easily take control of a user's computer remotely to help troubleshoot issues. Users are asked for their permission to transfer control for each session, and the program will pop up with an IM/dialog box for the IT support and the user to communicate in real time as troubleshooting occurs. The user typically will see a little icon in the upper right corner of their screen to show when someone else has control of their computer.
What do you dislike about the product?
Sometimes it has a little trouble when the user and the IT person have multiple screens, but this is easily avoided if the user simply moves the necessary windows to their main screen for the IT support. IT support is able to see both screens if that is too difficult.
What problems is the product solving and how is that benefiting you?
As a large business with many of our IT staff in headquarters across state lines, this has solved the need to have local IT support except for emergencies. IT staff can connect in seconds and be able to fix issues that usually would require an in-person visit.
Bomgar for remote support
What do you like best about the product?
Quick and easy way to connect. I like that it disconnects users after an inactivity period. Other remote support tools I've used keep people logged in until they log out, resulting in people holding onto licenses resulting in no free licenses. I've never had that issue with Bomgar.
What do you dislike about the product?
The multiscreen display is a little awkward at times.
What problems is the product solving and how is that benefiting you?
We are solving remote support issues and presentation issues. You can easily share your screen with someone or have someone else's screen shared with you. You are also able to pin connection allowing remote logins when the user is not there in front of the computer.
Well Worth the Money
What do you like best about the product?
It is easy to use for end users and easy to administrate. You can use it to screen share on multiple platforms. It allows you to automatically login after restarting the client's machine as long as you have the customer type in their login credentials. Hence, the end user does not need to share their credentials. You can adjust what level of video quality you see on your end. For example, you can have Bomgar degrade the video quality to black and white instead of color to help with bandwidth issues. You can also easily see from a user or end user perspective who is available as an agent in Bomgar.
What do you dislike about the product?
Honestly, I cannot think of anything I dislike.
What problems is the product solving and how is that benefiting you?
At our Help Desk, we do a fair amount of support via phone, and doing support via phone can be heard when trying to communicate how to do something or where to look on the screen when talking to an end user. When conversations start to get hard for us support staff, we use Bomgar so that we can see the end user's machine and essentially do the work ourselves if needed versus trying to have the end user do the work.
Recommendations to others considering the product:
Bomgar is the right software for support staff if you want to be able to screen share, act as administrator on client machine, stay connected after rebooting client machine, and not have to ask client to share their password with you.
Loved it!
What do you like best about the product?
Being able to remote in a computer was always a breeze with Bomgar, no connection issues.
What do you dislike about the product?
I currently have no dislikes with Bomgar!
What problems is the product solving and how is that benefiting you?
I would use it to run tools to detect viruses, clean computers, and solve software related issues.
Recommendations to others considering the product:
They have a trial version so take advantage of it!
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