Remote Support Pricing, Features, Reviews & Alternatives

Remote Support

Secure remote access software

4.59/5 (1,623 reviews)

Remote Support overview

What is Remote Support?

BeyondTrust Remote Support (formerly Bomgar Remote Support) enables the provision of instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Support requests can be initiated through the custom-branded support portal, BeyondTrust Buttons, or Windows applications, and users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools, and skills-based routing aim to improve technician efficiency. To manage compliance, all session activity is automatically recorded and can be monitored in real-time, and users can produce detailed audit logs and attestation reports. For GDPR compliance, BeyondTrust can automatically obtain and capture end user consent before remote support sessions begin.

BeyondTrust is the leader in Privileged Access Management and secure remote access solutions. The company has more than 20,000 customers worldwide and was acquired by Bomgar in 2018. BeyondTrust is privately owned and headquartered in Atlanta, GA with offices and channel partners around the world.
www.beyondtrust.com

Pricing

Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, Germany

Supported languages

English, Dutch, French, German
Remote Support screenshotSupport Nearly Any Device with BomgarRemote Support screenshotRemote Support screenshotRemote Support screenshotRemote Support screenshotRemote Support screenshotRemote Support screenshotRemote Support screenshot

Remote Support user reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.5
  4.5
  4.5
Jessica b.

Amazing features

Used daily for 1-2 years
Reviewed 2020-08-28
Review Source: Capterra

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!

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

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Ivan M.

Support software done right

Used weekly for 1-2 years
Reviewed 2020-01-21
Review Source: Capterra

Very intuitive, I like it very much. When you come across a product like this, you get to understand the experience that was put into the development of this product. No support software comes close.

Pros
It is really customizable and was thought carefully for enterprise environment. It is also suited for heavy support workloads where many agents have to fire up the console and help many customers at once. The new user interface is very nice too. Privilege escalation is a really useful feature and canned scripts really help at providing agile support.

Cons
It doesn't come with audio features. You can only use chat or you have to call your customer separately. The lack of audio it's its Achilles' Heel. It's also pricey, but the price is worth it, nonetheless the price can put off some companies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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John M.

Great help for all remote support!

Used daily for 1-2 years
Reviewed 2021-03-02
Review Source: Capterra

With COVID, remote support is everything and bomgar has amazing remote support, really top notch.

Pros
I love the remote support. I can hit any machine, whether I am on my mobile device or on my laptop of desktop. I also love that I can create a remote session key, email it to a user and I can instantly have access to their machine, so powerful.

Cons
Honestly there is very little that I don't like about this software. If I had to say anything it would be that sometimes creating the remote session key can get a bit buggy, but that is rare.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Diana D.

Bomgar review

Used daily for 1-2 years
Reviewed 2020-03-03
Review Source: Capterra

It was okay but not great. Manageable I would say. None the less it's still better than webex remote..

Pros
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.

Cons
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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Telayna W.

Comprehensive Remote Support Software

Used daily for 1-2 years
Reviewed 2020-12-27
Review Source: Capterra

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.

Pros
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.

Cons
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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Remote Support pricing

Pricing options
Subscription
Free trial
View Pricing Plans

Contact BeyondTrust to request pricing information.

Remote Support features

API
Access Controls/Permissions
Activity Tracking
Audit Management
Audit Trail
Authentication
Compliance Management
Monitoring
Reporting/Analytics
Secure Data Storage
Third Party Integrations
User Management

Activity Dashboard (168 other apps)
Alerts/Notifications (132 other apps)
Incident Management (106 other apps)
Policy Management (149 other apps)
Real Time Monitoring (143 other apps)
Reporting & Statistics (143 other apps)
Search/Filter (105 other apps)
Vulnerability Scanning (108 other apps)

Videos and tutorials

Additional information for Remote Support

Key features of Remote Support

  • Incoming call management
  • Ticket/issue tracking
  • Session recording
  • Session transfer
  • IT asset management
  • Remote support
  • Screen sharing
  • Unattended access
  • Annotations
  • Remote mobile device camera sharing
  • Canned scripts
  • Support invitations
  • Identity management
  • GDPR compliance
  • Session forensics
  • Inconsistency remediation
  • Automatic access logging
  • Privileged identity rotation
  • Service account management
  • Super-user login accounts
  • ITSM & SIEM integrations
  • External directory integrations
  • Automatic activity recording
  • Audit log
  • Compliance management
  • Remote control
  • Role & permission management
  • Secure password storage
  • Native two-factor authentication (2FA)
  • Escalation
  • App to app credential security
  • API
  • Chat
  • End-of-sessions surveys
  • Skills-based routing
  • Multi-device support
  • Continuous discovery
  • Interdependency tracking
  • Password randomization
  • Remote access
  • Branded portal
  • Watermarking
  • User & group management
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Benefits

BeyondTrust Remote Support allows users to view customers’ screens and react through the remote desktop, enabling the troubleshooting of issues on and off of corporate networks through screen sharing, remote control, unattended access, file sharing, and mobile device camera sharing.

Flexible deployment and licensing options reduce management overhead and total cost of
ownership.

Controlled, secure, fast and flexible connection to and from any platform or device, while utilizing
existing security and operational tools.

Eliminate VPN for vendors, while delivering granular permissions and a centralized tamper-proof
audit trail for reporting to reduce risk.

Automate the injection of session credentials without exposing them to reduce risk.