BeyondTrust Remote Support vs. Chrome Remote Desktop

I've been working with BeyondTrust's teams, with multiple customers and environments, and they consistently offer top-shelf support whether your environment has 250 users or 25000. Their staff is always patient and friendly in answering questions, working to resolve technical issues (should they occur), and they provide the information to help you understand how to do it yourself rather than perpetually relying on their technical consultants or engineers. They support Android, iOS, Linux, Windows, and macOS, providing instructions on how to interface with each system and make it as simple as possible to help your users regardless of what system they are working on.

Incentivized

Chrome Remote Desktop is great for accessing machines remotely which cannot be accessed via Microsoft's Remote Desktop. It's especially nice for accessing machines of varying operating systems from a machine of a single operating system. For example, if I'm on my Windows laptop, I can always use Microsoft Remote Desktop to connect to local machines (or machines via a VPN), but I can't do the same with Macs. I can do both from Chrome Remote Desktop though, and this program is very lightweight, which is nice.

Incentivized

• Probably top most on my list is the support from Bomgar - they use their own product and take their support very seriously. They have always been available when I've needed help. They even set up a temporary host on their server when my IT crew, mistakenly plugged into the wrong port.
• Talk about documenting a support session. We have the complete recording of what a tech will do to help a customer. There are no ambiguities as to what was done or not done. Not that any of our customers have complained about a support session - quite to the contrary all customers that give reviews after a support session rate the experience as either high or very high.
• Best of all...I can help my mother in law with her computer without having to go to her house.

• It's very easy to connect to your computers. All you have to do is make sure you are logged in with your Google account on all of your devices.
• It has good remote control options like print screen or power-off remotely.
• I haven't faced any lag while remotely connecting to devices at work.

Incentivized

• I would like to see a voice chat capability added to the system.
• I would like to have access to canned scripts through a web interface. This would be useful those limited times I am actually working on a pc in person.
• I would like to be able to use files in the filestore for canned scripts rather than having to upload them a second time.

• More fluid video rendering. Does a good job, but could use a more consistent framerate at times.
• A way to easier switch between multiple monitors.
• Adding an ability to zoom for multi-monitor display. Sometimes on a single screen it can get difficult to read if trying to view them all.

Incentivized

Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.

A very easy lightweight tool that is completely scalable and deployed via google admin platform. The tool is free to use and works extremely well with the chrome devices we currently have deployed. Any organization using chrome or google suites should look into this tool as it's much easier to use then other remote software in the market

Incentivized

Just like any other remote support tool, BeyondTrust Remote Support is very easy to use, all you do is make sure the host machine has the bomgar agent active in it and then all you do is remote into the said host machine once that is out of the way you are able to do what you need to do in that host machine.

Incentivized

Just a great product that has saved countless hours of commute to work and given the flexibility to be able to work from anywhere, whether at home or when away on holiday overseas. I love that it is a free product and is just as great as its competitors' products. It has also allowed me to prepare for work for the following day.

Incentivized

As far as uptime is concerned, Since Bomgar creates the Hardware and Software, they can make it the most reliable box in our datacenter, and they also have options for availability and redundancy that we didn't need to utilize, we have a manual fail-over process that we can invoke, but there are configurations that would allow for an automated failover as well.

There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.

We have been using this tool since March and it has enabled us to provide full support to our users while we are all working from home. Even after we return to the office it will allow us to provide better support to our users in other buildings. There are a number of features we haven't yet used, but it is good to know that we have a reliable tool to use to help us provide quality support.

Incentivized

The only support I ever accessed were help files and web tutorials. I never tried to access personal support, mostly because I don't believe much of it is available. As a free service, my expectations for support are pretty low; that said, Chrome Remote Desktop is easy enough to configure and troubleshoot even with limited technical knowledge.

Incentivized

we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!

Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.

It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first

None, its quick and easy

Incentivized

We have used TeamViewer and LogMeIn Rescue in the past. Both products offer the abilities to make remote connections, but LogMeIns monitoring capabilities are minimal and TeamViewer is costly for what you get...or more of what you don't get. Also, there have been some weird cybersecurity malware detections on team viewer lately that was causing concern

Incentivized

Most of the other software solutions come at a cost for the licensing, and it is usually not cheap, given that you need to have commercial licensing for a business/organization. Also, with the other remote desktop solutions, there is more of a learning curve in order to use, them. With Chrome Remote Desktop that is not the case. Lastly, some of the problems that were seen in some of the paid commercial solutions, have not been seen with Chrome Remote Desktop.

Incentivized

Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.

• We've used Bomgar for 10 years. Our company was probably too small when we started using it but over the years we have grown. As our team has gotten bigger we rely more heavily on bomgar and it's become an indispensable tool.
• It saves us a tremendous amount of time / cost over having to go onsite as any remote screen sharing tool will do.
• The ability to easily and security manage remote access to hundreds of computers over dozens of different companies is a huge benefit to our company.

Incentivized

• Saved many hours of unnecessary community to my business - 60 to 120 hours a year.
• Given a lot of flexibility to remote access work computers from home or when away on holiday.
• Saved time at work the next day by preparing work the previous night by using this product to access work computers.

Incentivized