BeyondTrust
BeyondTrust CorporationReviews from AWS customer
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Bomgar is THE remote support killer app for Help Desks
What do you like best about the product?
Bomgar is the most robust Remote Support app for help desks and managed service providers, blowing away the competition since its inception when it was the only choice on the market in the early 2000s. The Group Policies provide for granular role-based access controls for least privilege, and Bomgar can scale up effortlessly to as many endpoints that need supporting and as many techs you have to support them.
Licensing is per concurrent tech, with unlimited unattended sessions (pinned clients) and attended sessions (client-started sessions). Client-initiated sessions can easily be pinned for later use, and our clients have come to expect that we have Bomgar access to their PCs, so our help desk engineers can remote into a client machine when they call and be seeing their screen before they even finish describing the issue. This allows us to keep our time per ticket at a minimum, with client satisfaction at a maximum.
Bomgar support is knowledgeable and responsive, spending weeks if necessary to validate bug reports and submit them to development for resolution in an upcoming release. Bomgar supoorts Windows, Linux, and Mac equally well, with features galore that I didn't realize I would miss until we tried other products, like System Info, session recording and reporting, a robust API, File Transfer, canned scripts, and canned chat messages.
Bomgar also faciliates secure SSH so we don't have to expose SSH servers to the wide open internet, and by leveraging Bomgar Vault, technicians don't need to know credentials in order to elevate privileges or log into privileged machines.
Bomgar's commitment to being security-first shows in all its modules, making it not surprising that Bomgar is the choice for enterprises and government use cases, while still being user-friendly and cost-effective enough for a typical MSP.
Licensing is per concurrent tech, with unlimited unattended sessions (pinned clients) and attended sessions (client-started sessions). Client-initiated sessions can easily be pinned for later use, and our clients have come to expect that we have Bomgar access to their PCs, so our help desk engineers can remote into a client machine when they call and be seeing their screen before they even finish describing the issue. This allows us to keep our time per ticket at a minimum, with client satisfaction at a maximum.
Bomgar support is knowledgeable and responsive, spending weeks if necessary to validate bug reports and submit them to development for resolution in an upcoming release. Bomgar supoorts Windows, Linux, and Mac equally well, with features galore that I didn't realize I would miss until we tried other products, like System Info, session recording and reporting, a robust API, File Transfer, canned scripts, and canned chat messages.
Bomgar also faciliates secure SSH so we don't have to expose SSH servers to the wide open internet, and by leveraging Bomgar Vault, technicians don't need to know credentials in order to elevate privileges or log into privileged machines.
Bomgar's commitment to being security-first shows in all its modules, making it not surprising that Bomgar is the choice for enterprises and government use cases, while still being user-friendly and cost-effective enough for a typical MSP.
What do you dislike about the product?
The annual maintenance fee steadily increases about 5% year over year. While this does, in fact, track with inflation, it is uncommon in the MSP tool space to see such constant cost increases. It is still less expensive than competitors, however, because Bomgar allows virtually unlimited client connections (persistent and temporary), whereas other products bill based on endpoint as opposed to concurrent techs.
Bomgar's API is robust but lacking in certain key areas; for example, one cannot query the API for a list of pinned "jump clients"; the documentation cites the reason for this being the undue strain it would put on the appliance to query and deliver such a large amount of data. These kind of limits restrict the usability of the API.
Bomgar's API is robust but lacking in certain key areas; for example, one cannot query the API for a list of pinned "jump clients"; the documentation cites the reason for this being the undue strain it would put on the appliance to query and deliver such a large amount of data. These kind of limits restrict the usability of the API.
What problems is the product solving and how is that benefiting you?
Bomgar allows us to access client machines (Mac/PC workstations, Linux/Windows servers) within seconds to diagnose and resolve issues at the help desk, resulting in uncharacteristically high CSAT scores and client experience satisfaction. Bomgar also allows our Tier 3 engineers and professional services engineers to access the backend resources to efficiently perform their tasks, with no tradeoff between high-res screen sharing sessions and scalability to support hundreds of sessions simultaneously.
From an administration standpoint, having used similar competing products, Bomgar provides the most flexible and granular group policies to allow for least-privilege user provisioning in a complex MSP environment where not everyone should have accesss to all endpoints and/or all features of the product.
From an administration standpoint, having used similar competing products, Bomgar provides the most flexible and granular group policies to allow for least-privilege user provisioning in a complex MSP environment where not everyone should have accesss to all endpoints and/or all features of the product.
BeyondTrust Remote Support a robust product in its area to secure and facilitates remote connections
What do you like best about the product?
It's security is main advantage over other competitors in market.
It supports multi factor authentication and encription. It can be integrated with other identity solutions.
It supports multi factor authentication and encription. It can be integrated with other identity solutions.
What do you dislike about the product?
It is on higher cost as compare to other competitors.
What problems is the product solving and how is that benefiting you?
First thing is that we require the compliance for our client and it is auding and securely creating the remote connection which fulfilled our need.
BeyondTrust - Great remote Support Tool! Plan your implementation fully.
What do you like best about the product?
one new thing I really like about BeyondTrust Remote Support is the click-to-chat widget integration in ServiceNow portals. It makes it super easy for users to request help without leaving the page, and agents can instantly escalate it into a full remote session. It feels seamless and modern.
What do you dislike about the product?
BeyondTrust Remote Support is rock-solid in terms of security and control, but the user experience—especially for first-time end users and admins setting up integrations—could be more polished, and a little AI-powered smartness wouldn't hurt either.
What problems is the product solving and how is that benefiting you?
Improve customer relations/service
Improve business process outcomes
Improve compliance & risk management
Improve business process outcomes
Improve compliance & risk management
Using Beyond Trust for office use and it works perfectly for Privilege management and Remote Support
What do you like best about the product?
It Eliminates usage of other third party dangerous apps and provides a secure platform. It is easy to use , implement and integrate with systems having lots of features.
What do you dislike about the product?
Sometimes it faces issues when connected on VPN's. Customer support is good though .
What problems is the product solving and how is that benefiting you?
It is greatly solving Privilege management and makes it a click only to get user access in easiest possible way.
The BeyondTrust Remote Support Love
What do you like best about the product?
Secure Remote Access, Comprehensive Feature Set, Platform Agnostic, Scalability and Flexibility and Customization and Automation
What do you dislike about the product?
Complexity of Configuration, Learning curve, cost
What problems is the product solving and how is that benefiting you?
Remote Access Management, Security and Compliance, Enhanced Collaboration
Bomgar - BeyondTrust Remote Support
What do you like best about the product?
Let me put it in simple words.
1. Very easy to use.
2. You put the IP address, hostname or RDP address and you will be able to take remote screen share access.
3. It is easy to reach the customer support of Team Bomgar through website or email.
4. I use it daily to help employees on their issues.
5. I can remotely login using IP address, I can ask the share the email with a link to take remote access and it is also integrated in our chat support portal.
1. Very easy to use.
2. You put the IP address, hostname or RDP address and you will be able to take remote screen share access.
3. It is easy to reach the customer support of Team Bomgar through website or email.
4. I use it daily to help employees on their issues.
5. I can remotely login using IP address, I can ask the share the email with a link to take remote access and it is also integrated in our chat support portal.
What do you dislike about the product?
The application hangs at times where we literally have to wait for about 1-2 minutes and it is not good while handling chats as a Service Desk Analyst.
What problems is the product solving and how is that benefiting you?
It is benefitting me in taking screen share access, remotely logging in to our servers, VDI's...etc
Remote support is a very good product
What do you like best about the product?
We like that it's compatible with all operating systems and devices, and that we can host the server on premises and that gives us full control over security and accessibility
What do you dislike about the product?
They can be a little slow about coming out with updates when Apple releases new operating systems that causes compatibility problems
What problems is the product solving and how is that benefiting you?
We are the IT for a university, so we have a wide variety of customers from faculty staff and students some have university supply devices while others bring their own devices so the ability to support them no matter where they're at and what device are using is essential to our operations
BeyondTrust Remote Support
What do you like best about the product?
Easy to use.
Ease of Implementation
Customer Support from anywhere
Many features like issues which helps to assign to specific team and solve the problem easily
ServiceNow integration helps for the requestor to connect with the support team easily.
session recording ans chat transcripts are availble in service now, it helps the othe support memeber to easily solve the issue.
Ease of Implementation
Customer Support from anywhere
Many features like issues which helps to assign to specific team and solve the problem easily
ServiceNow integration helps for the requestor to connect with the support team easily.
session recording ans chat transcripts are availble in service now, it helps the othe support memeber to easily solve the issue.
What do you dislike about the product?
Voice chat is not available, it would be helpful to communicate.
What problems is the product solving and how is that benefiting you?
Mostly all kind of issues with installations - OS support team
Appliaction issues - Application team
Appliaction issues - Application team
Great product
What do you like best about the product?
We spent about a year researching remote support products and BT was the very best and we have loved it the last year we've had it.
What do you dislike about the product?
The downloads still stay bomgar instead of BT
What problems is the product solving and how is that benefiting you?
Easily connecting with thousands of uses across the globe
BeyondTrust is a Great Bit of Software
What do you like best about the product?
Having easily managed jump groups and quick remoteability is key in our tier 1 help-desk role. We're a large mid-west retailer and need to be react and address issues quickly.
What do you dislike about the product?
I have personally not spent enough time within Remote Support to discover anything I truly dislike about it, or atleast anything that we can't configure and modify to our liking.
What problems is the product solving and how is that benefiting you?
Enabling quick and full-access to a user's device or a POS, as well as the ability to transfer files to and from systems, gives us immense ability to solve problems. Personally, being able to transfer tools to a system makes for much easier troubleshooting than having to navigate to each website, downloading, and setting up portable installtions of each.
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