Remote Support reviews

4,6 (1.839) Schrijf een review!

Over Remote Support

BeyondTrust Remote Support (voorheen Bomgar Remote Support) biedt veilige toegang tot en ondersteuning van elk apparaat of systeem, waar ook ter wereld.

Meer informatie over Remote Support

Pluspunten:

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

Minpunten:

It can be difficult to initiate and once initiated it can be difficult to get it to stay connected to my customers screen.

Beoordelingen van Remote Support

Gemiddelde score

Gebruiksgemak
4,5
Klantenservice
4,5
Functies
4,5
Waar voor je geld
4,4

Waarschijnlijkheid van aanbeveling

8,5/10

Remote Support heeft een totaalscore van 4,6 van 5 sterren op basis van 1.839 gebruikersreviews op Capterra.

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Reviews filteren (1.839)

Justin J.
Justin J.
Ceo in Zuid-Afrika
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Best remote software

5,0 vorige maand Nieuw

Pluspunten:

Very easy to use juts email the link to the client and its secure and very user friendly I like the nudge function the most

Minpunten:

None that I have notices so far the software does what we need it to

Marc M.
Owner in VS
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Bomgar, remote support made easy

4,0 2 maanden geleden

Opmerkingen: I like it and will continue to use it

Pluspunten:

being able to access a system remotely as opposed to discussing solutions on the phone has doubled our resolved cases.

Minpunten:

some users had trouble downloading and running the software. this made remote support difficult

Stephanie M.
student in VS
Schoolleiding, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Not a Good Remote Support

3,0 2 maanden geleden Nieuw

Pluspunten:

I like that I'm able to use this app because allows me remote access to a family member's computer when they need assistance with something on the computer since I'm not in the same city as him I able to use this app to assist them.

Minpunten:

What I do not like about this app is that it is not user-friendly it is often difficult for the same family member to try to access the app to use because it's not user-friendly the screen is not user-friendly.

Vince H.
Director ITS in VS
Schoolleiding, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Bomgar and customer satisfaction

5,0 3 weken geleden Nieuw

Opmerkingen: We are able to support our users across 30+ counties in real-time.

Pluspunten:

The ability to create queues and have our support staff be notified of the request.

Minpunten:

Love the software bit it s a little expensive.

Edgar R.
Endpoint Technician in VS
Informatietechnologie en -diensten, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Personal Remote Support

5,0 2 maanden geleden Nieuw

Opmerkingen: From my first experience with Bomgar and every day since it has been incredible. It is easily one of my favorite programs to use and I look forward to using it again and again.

Pluspunten:

I love how it allows me to help users every day. It makes remote assistance personal and I am able to resolve most issues in no time. a big bonus is the praise customers give to me and the program after assisting them.

Minpunten:

Although a specific issue in my company, there seem to be some issues that arise with every new mac operating system. We, however, quickly resolve them.

Baasanjargal T.
Baasanjargal T.
System engineer in Mongolië
Geverifieerde LinkedIn-gebruiker
Computer- en netwerkbeveiliging, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Bomgar is very nicely for remote supporting to customers.

5,0 2 maanden geleden

Opmerkingen: Bomgar is very useful for supports engineers like me. That's nice software.

Pluspunten:

That software server is installed on premise on my local network. There's no any delays for using this app. Screen sharing and file transferring features are very super. Also I can access with my team to customer, that's awesome.

Minpunten:

There is no audio chat feature. If I can talk with customer during remote support. It will be very helpful for troubleshooting issues more quicker.

Robert M.
Sales Rep in VS
Geverifieerde LinkedIn-gebruiker
Milieudiensten, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Using Bomgar to connect with and fix remote computers

5,0 2 maanden geleden Nieuw

Opmerkingen: Technicians actually drove the use of this software, they had greater needs than ours in terms of how deeply the connection would allow us to penetrate the machine, and this worked for both them and us.

Pluspunten:

A great software that was significantly more well featured than some that only would connect to the computer but not allow us to work on the computer

Minpunten:

There was no significant downside to using this software, it always worked properly.

Geverifieerde reviewer
Sr. Engineer- Design & Development in India
Geverifieerde LinkedIn-gebruiker
Automotive, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Remote Support- Tool to resolve concerns remotely

5,0 vorige maand Nieuw

Opmerkingen: Remote support is most widely used by IT helpdesk to resolve software related concerns remotely of users. Work efficieny and productivity of users get increased by using such tool.

Pluspunten:

Screen sharing feature helps to show concern live to helpdesk. Recording of sessions are useful to resolve matter in future if required. Data sharing can be done in easy manner.

Minpunten:

It's user interface is not friendly as training session is required to understand this tool before use of same. Sometime session get end off automatically even at stable internet speed. Main backlog is that it don't have audio conferencing during remote session.

Geverifieerde reviewer
Operational Manager in Egypte
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Remote Access with High Precision

5,0 vorige maand Nieuw

Opmerkingen: Cost Effectiveness tool with all the features needed

Pluspunten:

Unattended access, sharing screen, multi session handling, file-sharing...etc & cost-effectiveness in managing several problems with limited human resources existence

Minpunten:

The price is great regarding the efficacy, wishing just to have a 5 year license with upgradable features

Geverifieerde reviewer
Reconciliation Team Lead in Ghana
Geverifieerde LinkedIn-gebruiker
Management non-profit organisaties, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great online remote support

4,0 2 maanden geleden Nieuw

Pluspunten:

This software is very easy to operate and very intuitive. Its chat feature is also easy to use and allows for end to end chat when solving an issue on another device.

Minpunten:

File sharing on the device is not as easy as I would have wanted.

Adam M.
Systems Engineer II in VS
Filantropie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

The best remote support app out there hands down!

5,0 5 maanden geleden

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

Obakeng O.
engineer in Zuid-Afrika
Informatietechnologie en -diensten, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Remote support software Bomgar

5,0 5 maanden geleden

Opmerkingen: I love it as you can remote into one machine as a group or during a troubleshooting meetings

Pluspunten:

When it comes to allowing IT to remotely access their computers, employees will always be hesitant. This can result in a significant increase in resolution and deployment times. However, because of its various capabilities and customization choices, Bomgar Remote Support has a full set of tools that allow the organization and its users to feel confident in allowing IT to remotely access their machine.

Minpunten:

For your employees and IT support, Bomgar Remote Support is simple to set up and maintain. You can install a shortcut on PCs that will automatically start remote sessions, or you can have a support representative provide you a session key to start the session. As a result, you have a lot of flexibility in how you manage support sessions. Once you've been remoted in, you'll have access to a variety of choices for operating the computer, such as control panel shortcuts, screenshot options, and a simple file sharing interface. The customer can view everything that is going on and communicate with the representative via a chat box that also displays useful information such as the commands that the representative is performing.

Marat N.
System Administrator in Nederland
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

BeyondTrust Remote Support review

5,0 12 maanden geleden

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.

Michael R.
RSC Engineer 1 in VS
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Bomgar Review

5,0 2 jaar geleden

Opmerkingen: Overall this is way better than Teamviewer and most remote tools. I would recommend this tool to anyone using remote support. Way more functions and very easy to use overall.

Pluspunten:

Personally I like a lot of things about this software. Going to outline/describe them below: 1. Simple way for users to join sessions: All you have to do is direct them to the website you've created to have them join and give them a code. Most of the time I email them a code with the email button and it does all the work for me in the way of instructions. 2. Chat features within the session are useful: This is a must to have. Its simple to for everyone to use and I've never had any issues chatting with a customer within the session. You can even chat with just your coworker while in a session without the customer seeing the information. Also, adding notes within the session. 3. Color/Background/Quality Control: You can disable their background or disable most colors to allow higher bandwidth on your sessions. This is very useful whenever someone has a slower speed and cannot handle all of that during the session. 4. Adding scripts during sessions: You can add personal scripts in the session to allow you to do certain things like access Control Panel as administrator or recreate a Windows profile. Super useful. 5. Pinning sessions: You can pin someone's computer to jump back on later. Very useful when its a shared computer and you don't have him to walk someone through joining the session again

Minpunten:

I don't like how sometimes this software will glitch when escalating the administrator access and then the loading window won't go away. Now you have this stuck window in your way, can't elevate your access and now you can't close the session either. Ontop of that you can't quit Bomgar until all sessions are gone. Since you cannot close this session you cannot close Bomgar without force closing through Task Manager.

Geverifieerde reviewer
Active Director Administrator in VS
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A recommended and dependable remote endpoint management and technical support portal

4,0 4 jaar geleden

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

Pluspunten:

- 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.

Minpunten:

- 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.

Geverifieerde reviewer
Technology Support Specialist II in VS
Geverifieerde LinkedIn-gebruiker
Hoger onderwijs, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy remote support while maintaining a controlled environment

4,0 3 jaar geleden

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.

Eric D.
Owner in VS
Administratie, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

REMOTE ACCESS

5,0 2 jaar geleden

Opmerkingen: Very efficient and dependable product. With 98 + up time.

Pluspunten:

Bomgar allows you to access clients systems with ease and stability. The product comes in a number of setups and technical support is superb.

Minpunten:

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.

Jessica B.
Jessica B.
Customer Service Representative in VS
Geverifieerde LinkedIn-gebruiker
Consumentendiensten, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Amazing features

5,0 2 jaar geleden

Opmerkingen: 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!

Pluspunten:

Amazing features, two factor authentication, remote desk top support is great. Super easy to use and maintain

Minpunten:

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.

Alan G.
IT Analyst in VK
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

It's not Marmite, everybody loves it!

5,0 5 jaar geleden

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...

Thayer R.
Thayer R.
Director, IMIT in Canada
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Bomgar/KACE is a corner stone of IMIT Support

5,0 2 jaar geleden

Opmerkingen: Bomgar is a corner stone in our end user support, very effective and easy to access and use

Pluspunten:

This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration. Allow my team to conduct 95% of the support calls from any where, love the ability to support iPhones as well. Ability to jump, easy for users to connect via web interface, ability to transfer sessions or multi support ability, IM and chat ability

Minpunten:

Every time upgrade happens it break a feature, last update it brook the auto privilege elevation and the ability to Jump. Tech support kept insisting there is nothing wrong with the code till it was proven to them. My team managed to find a work around. I think the system needed to be tested with different OS before getting released

Jason S.
CEO in VS
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Solid Product for the last 4 years

5,0 3 jaar geleden

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.

Nicholas R.
Software Support Technician in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Best secure remote support software I have ever used!!

5,0 4 jaar geleden

Opmerkingen: A clean, professional, and impressive way to support a customer or client.

Pluspunten:

I really like this software for starters. I convinced my department manager at my previous job to purchase it because of it's functionality, reliability, and integration to other software. It is great for tier based support from tier 1 receiving calls to escalating it to tier 2 and tier 3. The transition from each tier and group that we had for certain calls was smooth. Another bonus and like was the type of devices/operating systems it support in it's remote support service. Also, the integration to other products that we used along with our actual product. That part was a beauty to setup and see work with zero issues. Overall the best in my book. Just wish my current job could afford to purchase Bomgar (fingers crossed).

Minpunten:

There are only a few cons I have and they are very minor. One being that they are not able to support Chrome OS yet and I feel like they are trailing the market on this. The other con is installing the patches to the hosted appliance you house in your server room. The patching process could use some attention for user ability or someone not as experienced in networking etc.

Telayna W.
Research Technician in VS
Hoger onderwijs, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Comprehensive Remote Support Software

5,0 2 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Bomgar review in VS
Geverifieerde LinkedIn-gebruiker
Gezondheid, wellness en fitness, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Bomgar review

4,0 3 jaar geleden

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.

Td W.
Helpdesk Engineer in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great product, a bit on the pricey side

5,0 2 jaar geleden

Opmerkingen: I provide remote helpdesk support for a wide-range of users from different industries who are seeking immediate assistance and resolution, typically before an onsite visit would be employed. Bomgar, once it is up and running, is a really good remote support tool and I don't mind using it- would like it if the price were not so high, but hey, its the cost of doing business these days! Still a really good product, however.

Pluspunten:

Setting customer's up is pretty easy. I find that when I use Bomgar over other remote support services like TeamViewer or Logmein for example, I think Bomgar's interface for connecting with a customer is smooth and pretty efficient.

Minpunten:

The way Bomgar implements the elevated privilege feature. If a customer has already agreed to have a remote session with me as an IT Pro, then that function should be a clickable feature BEFORE the session begins and on the client's side. Sometimes after getting connected with the customer, the elevated privileges can become cumbersome and sometimes time-intensive, either because the customer does not know their username and password or attempting to get the privileges as the IT Pro, does not work, because at times Bombgar does not recognize my (correct) admin credentials.