Remote Support reviews

Best Remote Support Tool With Screen Sharing & Remote Access To Complete task

Opmerkingen: BeyondTrust Remote Support is an innovative product designed to help businesses increase productivity and reduce costs. It offers features such as unattended access ticket management, remote access control, screen sharing, real-time chat, and file sharing. I recently purchased the Remote Support product, and I must say that I'm very pleased with my choice. The unique features and hardware-based implementation were two big factors in my decision making process. The product support was also great - any questions I had were answered quickly and accurately by their team. All of these factors combined make Remote Support a great choice for anyone looking for reliable technical support.

Pluspunten:

1. BeyondTrust Remote Support allows for remote access control, making it easier to provide support from a distance. 2. Unattended Access Ticket Management ensures that all customer queries are dealt with in a timely manner.3. Screen sharing enables technicians to view and troubleshoot customer's issues quickly and effectively.4. Real-time chat facilitates direct communication between technicians and customers for immediate resolution of problems. 5. File sharing makes it easy to share documents, images, or any other type of file related to the issue at hand.

Minpunten:

1. BeyondTrust Remote Support may be cost prohibitive for small businesses due to its subscription-based pricing model. 2. Unattended Access Ticket Management can be time consuming and difficult to manage if there is a large backlog of tickets. 3. Screen sharing can lack privacy if the customer does not have complete control over what the technician is viewing on

BeyondTrust: Revolutionizing Remote Support

Opmerkingen: highlights the innovative and transformative nature of BeyondTrust's remote support solution, emphasizing its ability to revolutionize the way IT and support teams provide remote assistance and support to end-users. It effectively conveys the software's potential to improve efficiency, collaboration, and service delivery in remote support operations.

Pluspunten:

Improved efficiency and effectiveness in remote support operations.Secure and encrypted communication for sensitive information.Integration with popular ticketing systems for better service management.Real-time chat for improved communication and collaboration.Access controls and permissions for regulated access to remote computers.

Minpunten:

May require a learning curve for users unfamiliar with remote support software.Additional costs for integration with third-party ticketing systems.Dependence on stable internet connection for effective use.May require additional hardware or software components to fully utilize features.Potential compatibility issues with certain operating systems or devices.

Decent feature set in one application…

Opmerkingen: I use it constantly, so I'm sure the flaws stand out to me more than most, but overall it does the job and I've found most similar products don't offer the feature set, so while annoying at times, it does the job.

Pluspunten:

The best part is all the functions in one window. Not only can you view and control user systems, but you can access a CLI outside of opening an app on the desktop and also file management in the same fasion.

Minpunten:

The long-standing bugs they never seem to fix. Most aren't earth-shattering, but definitely inconvenient.

Excellent Remote Support Experience

Opmerkingen: Overall, my experience with Remote Support was positive. They were able to quickly and effectively diagnose and solve my problem without any hassle.

Pluspunten:

Remote Support provided fast and reliable help with my computer issues. The staff was friendly and knowledgeable, and they were able to quickly diagnose and solve the problem.

Minpunten:

Remote Support could be improved by offering more detailed instructions in their online help documents.

Excellent Remote Support Experience

Opmerkingen: Overall, my experience with Remote Support was positive. They provided helpful assistance in a friendly and timely manner, and I was able to get the help I needed.

Pluspunten:

Remote Support provided quick, efficient and reliable assistance when I needed it most. The customer service was friendly and helpful in addressing my needs.

Minpunten:

The response time for Remote Support was a bit slow at times, making it difficult to get the help I needed in a timely manner.

"Remote Support Done Right: An In-depth Look at the Best Tools on the Market”

Opmerkingen: Remote support software is a type of software that enables technicians to remotely access and control a computer or device to provide technical assistance or troubleshoot issues. This can be done through a variety of methods, such as remote desktop access, remote control, and remote access to the command line. Remote support software can be useful for both personal and professional use, as it allows technicians to quickly and easily provide support to customers, regardless of their location. It can help to increase efficiency, reduce costs, and improve customer service. However, it also relies on a stable internet connection and may pose security risks, compatibility issues and privacy concerns.

Pluspunten:

There are several advantages of using remote support software. Some of the main benefits include:Increased efficiency: Remote support software allows technicians to quickly and easily access and control remote computers and devices, which can save time and increase efficiency when providing technical support or troubleshooting issues.Reduced costs: Remote support software can help to reduce costs by enabling remote support, avoiding the need for on-site technicians. This can also save on travel and lodging expenses.Increased flexibility: Remote support software allows users to access and control remote computers and devices from anywhere with an internet connection, which can increase flexibility and enable remote work.Improved customer service: Remote support software can help to improve customer service by allowing technicians to quickly and easily provide support to customers, regardless of their location.Enhanced security: Remote support software can enhance security by allowing technicians to access and control remote computers and devices with multiple layers of authentication and encryption.Recording and session transfer: Remote support software also allows session recording and session transfer which can be beneficial for training, compliance, and quality assurance purposes.

Minpunten:

While remote support software can offer many benefits, there are also some potential drawbacks to consider:Internet connection dependency: Remote support software relies on a stable internet connection to function properly. If the internet connection is poor or unreliable, it can cause issues with the remote support session.Security risks: Remote support software can also pose security risks, such as unauthorized access to remote computers and devices, and data breaches. It’s important to choose a software that has strong security features and to follow best practices for securing remote support sessions.Compatibility issues: Remote support software may not be compatible with all types of computers and devices, or may have limited functionality on certain operating systems. This can make it difficult to provide support to customers with incompatible systems.Privacy concerns: Some people may be concerned about privacy when allowing remote access to their computer or device. It’s important to make sure that the software has a clear privacy policy, and that it’s explained to the user before providing remote support.Cost: Some remote support software can be costly, especially for businesses that need multiple licenses or advanced features.Technical limitations: Remote support software may have limitations in terms of features and functionalities, and may not be able to solve certain technical issues.

Allow share Screen with the Help of Remote Support

Pluspunten:

1. Allow remote access and control seemlesly that is without any lag or hand issue .2. Allow companies to have their own secured environment that is restricting the access of employeee3. integrate with CRM , SIEM

Minpunten:

1. No support for IOS devices2.. Is comparitively higher in cost than other market established brands

Remote support is good for any platform operated remotely.

Opmerkingen: Remote support enabled our org to get all the employees across the organization connect via common node and establish communication. Multiple platforms were supported successfully.

Pluspunten:

Remote support supports installation, debugging, exploration and supporting of multiple platforms virtually. The network connected via web could open up remote session and have users successfully communicate across the world on any nature of support. The software supports presentation, screen sharing and troubleshooting of any platform within the network.

Minpunten:

The presence of high speed internet is a direct dependency on getting the communication established for remote support. Any minor disruption in the internet connection could force the installation or assistance offered via remote to be restarted from the scratch.

"Comprehensive Review of Remote Support Software: Features, Functionality, and Pricing"

Opmerkingen: Remote support can be a highly effective way to provide technical assistance and troubleshoot issues with remote devices. It enables support personnel to access and control remote devices from anywhere with an internet connection, which can save time and reduce costs associated with on-site visits.

Pluspunten:

I liked most security features such as encryption, access control, and session recording, which can help to protect sensitive information and prevent unauthorized access.

Minpunten:

Dependency on internet connectivity: Remote support software relies on internet connectivity, so if there are connectivity issues, it may not be possible to provide support to the remote device.

Using experience is good

Pluspunten:

Most helpful to remote support. User friendly application. User friendly UI interface. Remote device support feature is mostly the wonderful module

Minpunten:

Remote access is sometimes getting lack . Connect sometimes get out from the service. All over the good application

BeyondTrust Remote Support review

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Solid Product for the last 4 years

Opmerkingen: Beyond Trust Remote Support is the most used tool in our companies arsenal. We are able to support our clients with little to no interaction on the customers end.

Pluspunten:

Simply put, it works. We have used multiple products in the past and the Beyond Trust Platform can not be beat. With the correct programming our technicians have access to the most used scripts to support our customers at the click of a mouse. The integrated presentation mode has been a huge asset for customer training.

Minpunten:

Prior versions of the Jump clients leave unnecessary leftovers on the client computer. Occasionally we will have to uninstall the Jump Client to clean up the customers system and reinstall.

Does what it says on the tin

Pluspunten:

Great for both Internal and external remote support Remote Scripting Screen sharing GDPR Jump Items

Minpunten:

None so far as using it for more than 3 years

Bomgar/BeyondTrust Remote Support is perfect for mid to large companies

Opmerkingen: Having moved from a less-featured remote support software, Bomgar was a huge step forward. The old system required administrative rights on the endpoint for EVERY user that connected and there were no permissions to assign. Although it can be pricey, once it's up and running, Bomgar is the solution I'd recommend for remote support.

Pluspunten:

It's fast remote support software that just works. It has plenty of features to make remote support of end users a breeze. Permissions are granular and you can limit access by need.

Minpunten:

The initial configuration can be a bit daunting. Some words/descriptions may not be simplest to understand in the admin sections. It's the only downside to having a product that has so many features available.

The best remote support app out there hands down!

Opmerkingen: I love this product so much. It makes everything about my job easier. I even use it when I am physically in the office to support a user's PC

Pluspunten:

I honestly love everything about this product. I use it every day for multiple uses. It even allows for a report to be exported to CSV

Minpunten:

The only thing I would say is a bit troublesome is when it is time to make a new package for deployment, it is a lengthy process since I need to make one standard, one for exec PCs, one for Conference Rooms and one for the Support Button. It can get a bit tedious but that is also just due to our environment. Some can get away with maybe only 1 or 2 deployment package options

Easy remote support while maintaining a controlled environment

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

It's not Marmite, everybody loves it!

Pluspunten:

I love the way it brings a lot of remote support tools into one console so you don't need to know some of the more advanced techniques to deliver support (e.g. opening remote session within registry editor, using admin$ etc) but what I think is even better is the canned scripts. I can create a canned script to run routine but advanced tasks on remote system but then make it available to the service desk enabling a semi-skilled SDA to complete tasks that would normally be passed back to 2nd and 3rd line support. Not only does this increase the first fix rating, it also (as I've been told by the SDM) adds to the moral of the SD team as they feel trusted and empowered. One thing that really does raise Bomgar above the competition is their excellent customer service, which I have not even seen matched let alone bettered!

Minpunten:

Well, I have to say I'm struggling with this part. Maybe I'd like to see the individual licence fee come down a bit, not that it isn't value for money, it's just we have a limited budget so cannot afford as many as we'd like. It's worth noting here though that Bomgar have supported us (a non-profit university) in this area but giving a generous discount and 'loaned' us an extra couple of licences (for free) when we really needed them for a short time but simply didn't have the money to buy them...

Bomgar review

Opmerkingen: Overall it works as advertised. It also integrates with a couple Service desk tools on the market which allow you to launch a remote session from within an external Service desk system.

Pluspunten:

Bomgar is an excellent program for remote control over computers and servers. We use it extensively on the Helpdesk when helping customers remotely. Its easy to use and doesn't require alot of skills to initiate a session.

Minpunten:

I would like to see it have a less chatty agent on systems. The agent communicates with the main server quite a bit. I would also like to see it not have an agent for every remote session. This requires updating the agent on every machine when an update comes available.

Providing remote support to every user - priceless!

Opmerkingen: All-inclusive remote support solution at your fingertips. Nothing like helping remotely an executive, who is traveling and urgently needs IT assistance.

Pluspunten:

Powerful solution for every IT Administrator. Not only you can remotely assist virtually every user on your network, you can also invite external representatives, should there be a need. Another feature that I like specifically is being able to present, where a remote user can see your screen. This can be used for training purposes. Recording can always be benefitial. Seamless AD integration and policy assignment helps with user administration. Pretty much set it and forget it service. While there are many competitors out there, I would always go with Bomgar.

Minpunten:

Cost! This product is expensive. I mean, it's worth every penny for what it does, but getting such solution for your company may be a challenge. Another problem that I noticed is the Bomgar console for Mac users. While a Mac user can connect to the workstations and servers, that already have the jum client installed, an ability to "jump" to any workstation is not there. For such instances, I have to use my Bomgar cosole on the PC.

Life Saver - Supporting Remote Staff

Opmerkingen: Our end users are happy that we can provide support without being too complicated. Tell them to go the portal, select our name and off we go.

Pluspunten:

The ease of use and the scalability of using scripting while troubleshooting with our end users is now easier.

Minpunten:

The UI layout could benefit from a refresh to make things easier on the eyes. For advanced users its great, but for our service desk depart could benefit from a streamline UI.

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

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

Pluspunten:

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)

Minpunten:

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.

Remote Support made easy

Opmerkingen: Supporting users throughout the United States makes this very easy. I use this for software support and also for training as I am an admin for multiple applications and support the Accounting, Tax, Budgeting and Forecasting teams. I use this to do training for new users that will become the SME in those remote areas and can deliver hands on training. I can also easily do remote support by logging onto another users computer

Pluspunten:

This is an easy application to use and makes logging into a remote user very easy No learning curve for support Working at company headquarters, I support over 2,000 users for a few different applications. Using Bomgar, I was able to log onto a remote users computer to support and teach different applications. It was very easy to also install software updates (Java and SAP Business Objects)

Minpunten:

We have a limited number of licenses so sometimes I need to wait for someone else to stop using this application

Support your team with Remote Support.

Pluspunten:

1. Screen sharing - works well in training or online meetings2. Instant message 3. Allow easy access, actually you’ll not need to be trained how to use, it’s self educational 4. Easy for even clients to understand on their own 5. Remote access is my best feature, I can be able to remote access my colleagues laptop/ desktop when we’re not even together as long as there’s internet access6. Customer service is excellent, very responsive 7. It’s pocket friendly, not overpriced 8. The mobile app really comes in handy, you don’t have to work from office or home or even carry with you laptop, a smartphone is enough9. Remote Support offers a wide variety of tools10. Configurations are simple

Minpunten:

None that I can tell, I like it and can’t wait to see more developments and upgrades in future

Bomgar is Great!

Opmerkingen: We used this as a back up method for contenting to users and it has always been reliable.

Pluspunten:

I have been a Bomgar user for a number of years and it's great. A few if the key features I love are... - Invite users to start a session via sharing you session key with them or sending an email link, this makes it quick and easy to get connected. - Auto reconnect after rebooting or loosing network connection. This is a huge convince! and time saver since you don't have to call the user to get reconnected while working on the issue. - You can easily transfer and share you session with team mates. - Built in chat feature. - Easily View system information and transfer files.

Minpunten:

There are some issues with running it on Google Chome or on a Mac. Its not 100% seamless to users you are connecting to, you have to click though a few things but its still pretty easy.

Great ealy connections

Opmerkingen: Overall a great experience. Connects quickly with just one prompt if you have the jump client installed. Easy to use same product for manual connection as well.

Pluspunten:

Allows for easy connections to other computers. Can use a jump client that will allow computers with it installed to be access from outside your network with just an internet connection.

Minpunten:

There is no copy and paste support. The general queue in the representative console is hard to manage and requires to many manipulations.