BeyondTrust Remote Support

Avantages

Security and encryption. I love this tool because it is a third party/externally managed, yet extremely secure. The network is super secure when using this tool to take a control of user computers for troubleshooting. During Covid-19 the use and potential of this tool has been realized more than ever before. This tool is the backbone of distributed working.

Inconvénients

Nothing that I can think of. Perhaps the real-time dashboard may be made a little more intuitive and easy to configure. However it is not a show-stopper at all.

Avantages

I primarily use Bomgar to remote assistance with my peers, direct reports and clients. Aside from remote assistance I also use Bomgar to refer to review requests of potential escalations, running chat report conversations and ticket management. Being in the QA team part of my job is to ensure service excellence is provided while maintaining customer confidentiality and Bomgar provides thus layer of assurance for us and our clients.

Inconvénients

Sometime Bomgar takes time to load or having sync issues. Customer already entered the session key but still we cannot see the customer connected from our end. May be due to current work from home set up caused by the pandemic, internet connectivity plays a role in this minor challenge. Although for our organization, we can only store Bomgar sessions for up to 30 days but I guess that is due to some contractual agreements which are out of our control.

Avantages

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

Inconvénients

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

Avantages

- works over firewalls seamlessly
- network performance is good, very little buffering and delays
- auto scales images from HD / low definition depending upon fiber network strength
- works on numerous devices from laptops, to tablets to mobile devices across various operating systems

Inconvénients

Nothing much to not like
- Customer support could be made better for enterprise level servicing

Avantages

the best it support application and very fast in use, you can easily learn and work on this software

Inconvénients

it will increase business and great help desk , secure way to find workers

Avantages

The software is reliable and has a lot of features other programs won't. It can stay connected to boot into safe more, run scripts, elevate through UAC prompts by admin credentials, and allow remote access into many types of devices to name a few.

Inconvénients

The licensing and yearly fees can really add up, so this is geared towards larger organizations.

Avantages

This is one of the few tools that make remote work painless and easy. End user experience is great. You tell them to go to a website, click on my name, and bam, all set. Fast file management, ability to reboot and reconnect, push websites, and so on. One unique thing it does have, is ability to remote control, or observe mobile devices.

Inconvénients

It is not the cheapest solution out there. Unlike teamviewer and others, it also starts off in non-privileged mode. If you want to escalate your privileges, you must ask end user to elevate your access. Some end users do not understand why do they need to click on things.

Avantages

Works like a charm. No fuss, goes without hiccups even over VPN.
Has clear prompts to indicate when system has been taken over/released.
Has zero issues with lag or latency.
Works without upsetting any other remote desktop applications already running like VMWare

Inconvénients

After a system restart does not auto connect. Needs explicit permission.
No option to page or provide audible alerts when control sharing ic complete and user can focus back on the system. So you have to remember to keep checking when the system is free again.

Avantages

Extremely easy to access remote computers and assist with technical issues.

Inconvénients

On Mac's, the application seems to stay open even after closing it out. I have to force to quit it.

Avantages

This made life so much easier in accessing different client environments. Instead of having to remember different instructions for each just going through Bomgar saved a ton of time.

Inconvénients

It isn't as easy once you have RDPed- losing some of the resolution, etc. But it is overall a small gripe.

Avantages

It has the ability to do multiple features rebooting, troubleshooting when other computers may be frozen.

Inconvénients

It can sometimes be unstable causing crashes, but all in all, it's good.

Avantages

I liked the fact that you can screen share on multiple platforms. The KACE integration was also a great feature that I enjoyed which made my life and teammates lives easier. For all of the features it offers, it is definitely worth the cost. It is super secure, all support sessions are automatically logged and it's compatible with enterprise grade features and tools as well.

Inconvénients

Unfortunately it is not compatible with apple remotely. When new op systems are released, I did face couple of issues but they were pretty solvable with customer support. I also experienced some disconnects during my client conversations that were not intended.

Avantages

It's faster than webex remote. It's quicker to generate a link for clients so we can remote in. It's modern and better aesthetically.

Inconvénients

Takes too long to set up. There were like different layers of authentication and token and codes to start it up and set it up. Too time consuming

Avantages

Everything! You can do everything with this software. You can be in a support queue, have two way screen sharing, peer to peer file transfers, access command shell, system info and registry without even logging into a user's session. I cannot tell you about anything I dislike about this software. It's also very reasonably priced as well.

This program has allowed us to remotely administrate two offices with ease. Support is amazing as well.

Inconvénients

I can't think of anything negative to put here. I can't think of anything negative to put here. Just do a demo and you'll see.

Avantages

I think in the same program both sharing you screen and reaching other’s screen is the best feature.

Inconvénients

It’s hard to understand how to switch direction like seeing other’s screen to sharing your sceeen, sometimes people turn off and on and choose their direction.

Avantages

We use this software to remotely connect to users' desktops. It works very well. Easy prompts for the user to follow. I love the fact that if a disconnection happens, the software automatically tries to reconnect. Chat feature is nice.

Inconvénients

I wish it didn't have to open so many tabs when launching the software. Also not sure why an .exe has to be downloaded every single time. Annoying.

Avantages

I like when it works, it saves the day. Once on the screen of the client, it's easy to navigate and the cursor piece is huge.

Inconvénients

It's hard for non-computer savy clients to figure out how to download the application. It doesn't work with Ipads/Iphones. As well, It tends to freeze quite frequently.

Avantages

Our IT Team uses Bomgar to take control of our Sales people's computers to resolve their software, hardware and system issues while they are in the field. It saves us great time and money and ensure our service delivery remains great.

Inconvénients

Our IT department depends on this tool for all off-site staff and only say great things about the tool.

Avantages

I am a user and when I have submitted a help desk ticket, Bongar provides access into my computer. This allows my issue to be completely solved.

Inconvénients

I have never had any problems with Bomgar.

Avantages

We manage dozens of remote support conmections on a daily basis.

Inconvénients

Nothing realy. Very reliabke an scured solution.

Avantages

Never had a issue using this. Once it is setup, it just works. Remoting into user's computers were simple and fast.

Inconvénients

Very expensive compare to its competitors.

Avantages

My IT guy can log in to my computer to install software and fix issues with BOMGAR

Inconvénients

It did not ask for my permission when it first connected to my computer. But that is not such a bad thing.

Avantages

No matter what level of tech savvy your team is, this is the perfect way for assisting remote workers with installing software, assessing IT issues, or just screen sharing!

Inconvénients

Chat notifications could be a bit more visible to the user to ensure quick responses while the machine is being accessed remotely.

Avantages

Beyond Trust Remote support many end user device and platform, can use in laptop, pc, smartphone, mac, window and android.linux, etc.. it has good security and safety passwords. it has trial version to try out this tools.

Inconvénients

the register for trial version need longer time to proceed, and the paid package not upfront transparent , and sometime not use friendly

Avantages

This program works on anything and is very easy for the end user.

Inconvénients

Can be expensive. There is a bit of integration on the house side to get by.