Remote Support

Remote Support is a BeyondTrust product, formerly sold under the Bomgar name, that lets help desk staff assist customers on their own devices. It works whether or not the customer is on the corporate network.

Features

• Screen sharing and remote control: technicians see and operate a customer's system to diagnose faults.
• Unattended access: machines can be reached without anyone sitting at them.
• File sharing and annotations: files move between technician and user, and the screen can be marked up during a session.
• Mobile camera sharing: a phone's camera can be used to show a problem.
• Technician tools: real-time chat, canned scripts, collaboration and escalation features help staff work faster.

Who it serves

It serves support teams assisting customers on Windows, Mac, Android, iOS and other devices.

Key facts

• Vendor: BeyondTrust, which also sells privileged access management products.
• Former name: Bomgar Remote Support.
• Analyst recognition: the vendor cites a Leader placement in a Gartner Magic Quadrant for PAM.