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Remote Support
Secure the front door. Email is where most attacks arrive — Remote Support (the former Bomgar) lets your service desk securely access and fix almost any device — attended or unattended, across every platform, with strong authentication, full session recording and deep ITSM integration.
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How it’s rated
Full scoreboard ↓Quick answer
BeyondTrust Remote Support (the product that started life as Bomgar) lets your service desk and IT support teams securely access and fix almost any remote device — desktops, laptops, servers, mobiles, on Windows, macOS, Linux, iOS, Android and more — from anywhere, with enterprise-grade security, full session recording and deep ITSM integration. It's the secure, enterprise alternative to consumer remote-access tools (TeamViewer, AnyDesk) and to insecure ad-hoc methods: instead of technicians using tools that create standing connections, weak access controls and no audit trail, Remote Support brokers each support session through a hardened appliance/SaaS with strong authentication, least-privilege access, and every session logged and recorded. Support agents can start attended sessions (the user shares a code) or reach unattended endpoints, see and control the remote device, chat, transfer files, run scripts, and collaborate — resolving issues fast — while security controls ensure only authorised technicians get access, only to what they should, with a complete audit trail. It integrates tightly with ITSM platforms (ServiceNow, and others) so support fits your service-desk workflow and ticketing, and it pairs with Password Safe to inject credentials into support sessions (so technicians never handle privileged passwords). Widely used by enterprise service desks, MSPs and support organisations that need to support users and systems securely at scale, it's part of BeyondTrust's Pathfinder platform (from a Gartner PAM Leader). Remote Support is for supporting devices; for privileged access to servers/infrastructure, Privileged Remote Access is the sibling product. TechBag scopes, licenses and supports it in INR/GST for Indian enterprises.
The BeyondTrust platform family
This page covers Remote Support — secure service-desk support. The rest of the BeyondTrust portfolio:
Quick facts
30-second orientation- Product
- Remote Support — secure service-desk remote support
- Vendor
- BeyondTrust (founded 1985 · Johns Creek, GA)
- The category
- Secure remote support
- Heritage
- The former Bomgar — the enterprise standard
- The core
- Securely access & fix any remote device
- Platforms
- Windows, macOS, Linux, iOS, Android & more
- Every session
- Recorded, audited, least-privilege
- Integrates
- ServiceNow & ITSM; pairs with Password Safe
- Platform
- Pathfinder (AI-native)
- In India via
- TechBag — licensing, quotes, GST invoicing, support
Understand secure remote support before you buy it
Most product pages skip this. We start here — so you buy a capability, not a buzzword.
What is Remote Support?
Secure, enterprise remote support (ex-Bomgar) — your service desk securely accesses and fixes almost any device, with recording and ITSM integration.
Consumer remote tools vs secure enterprise support — the honest table
What consolidation actually replaces, dimension by dimension.
| Dimension | Unprotected / signature email | Remote Support (BeyondTrust) |
|---|---|---|
| Support access | Standing consumer-tool agents | Brokered, on-demand sessions |
| Authentication | Weak / shared | Strong, per-technician, MFA |
| Access scope | Broad, uncontrolled | Least privilege |
| Session record | None | Fully recorded & logged |
| Privileged tasks | Technician handles passwords | Injected from the vault |
| Service-desk fit | Separate from ITSM | Tied to ServiceNow tickets |
| Platforms | Different tools per OS | One console, all devices |
| Audit answer | ‘We can’t say’ | Full session recordings |
Remote Support is for supporting devices — for privileged access to servers/infrastructure, Privileged Remote Access is the sibling product. It pairs with Password Safe for credential injection. TechBag places each correctly.
The five pieces of the platform
Vendors love diagrams; buyers need to know what they’re actually operating. Here’s the whole platform, demystified.
Any Device
Access and fix desktops, laptops, servers, and mobile devices across Windows, macOS, Linux, iOS and Android — one secure tool for supporting your entire device estate, wherever it is.
Attended & Unattended
Start attended sessions (the user shares a session key) for live help, or reach unattended endpoints (servers, kiosks, remote machines) without a user present — covering all support scenarios.
Secure Broker
Every session is brokered through a hardened appliance or SaaS with strong authentication and least-privilege access — no standing connections, no weak consumer-tool controls, no unmanaged access.
Record & Audit
All support sessions are recorded and logged — who accessed which device, when, and what they did — giving a complete audit trail for security, compliance, quality and dispute resolution.
ITSM Integrated
Deep integration with ServiceNow and other ITSM platforms ties support sessions to tickets and workflows — so remote support is part of your service-desk process, with session details captured on the ticket.
One agent on every machine, one console over all of them — modules attach without a second operational world.
Twelve capabilities. Support, secure, integrate.
Remote Support gives your service desk secure, recorded, ITSM-integrated remote access to fix any device — the secure-support core of the portfolio, and paired with the human firewall.
Cross-Platform Support
Support Windows, macOS, Linux, iOS, Android, and network devices from one console — technicians handle the whole device estate securely, without juggling multiple tools for different platforms.
Screen Sharing & Remote Control
See and control the remote device to diagnose and fix issues directly — with the responsiveness and reliability enterprise support teams need for efficient resolution.
Attended & Unattended Access
Help users live via a shared session key (attended), or reach servers, kiosks and remote endpoints with no user present (unattended) — covering every support scenario from one platform.
Chat, File Transfer & Scripting
Chat with users, transfer files, run scripts and access system information during a session — the full toolkit technicians need to resolve issues quickly without extra tools.
Strong Authentication & Access Control
Enforce strong authentication (MFA, IdP integration) and least-privilege access so only authorised technicians get access, only to the devices and functions they should — not the open access of consumer tools.
Credential Injection (Password Safe)
Pair with Password Safe to inject vaulted credentials into support sessions — so technicians can perform privileged actions without ever seeing or handling the actual passwords.
Full Session Recording & Audit
Record and log every support session — who accessed which device, when, and what they did — for a complete audit trail supporting security, compliance, quality assurance and dispute resolution.
No Standing Connections
Unlike consumer remote tools that leave persistent, weakly-controlled connections, Remote Support brokers each session securely on demand — removing the standing, unmanaged access that attackers exploit.
ServiceNow & ITSM Integration
Integrate deeply with ServiceNow and other ITSM platforms — launch sessions from tickets, capture session details back on the ticket — so support fits your service-desk workflow and reporting.
Team Collaboration & Escalation
Bring another technician into a session, escalate to a specialist, or collaborate on a tough issue — so complex problems get resolved without losing context or restarting the session.
Branded, Smooth Support Experience
Deliver a branded, professional support experience to end users, with a fast, reliable connection — so support reflects your organisation and users get help quickly and confidently.
Part of the Pathfinder Platform
Remote Support sits in the BeyondTrust Pathfinder platform alongside Privileged Remote Access, Password Safe and Identity Security Insights — unifying secure support with the rest of your access controls.
Watch Remote Support in action
The overview, getting started, and protecting M365 email.
Remote Support: Secure Your Help Desk
Secure remote support for the service desk.
Remote Support — Integration With Password Safe
Credential injection into support sessions.
Want a live, India-context walkthrough on your own fleet?
Book a guided demo →The endpoint catches what arrives. Email stops it arriving.
Here’s what genuinely sets BeyondTrust Remote Support apart.
Consumer remote tools are a security liability for the service desk
Many organisations still run their IT support on consumer remote-access tools — or on a patchwork of methods — and it's a genuine security liability that Remote Support exists to fix. The problems with using tools like TeamViewer or AnyDesk (or similar) for enterprise support are real: standing connections (persistent remote-access agents left installed create always-on pathways into devices that attackers actively hunt for and have exploited in major incidents), weak or shared access controls (support access often isn't tied to strong per-technician authentication and least privilege), poor auditability (limited or no recording of who accessed what and did what), and no integration with your service desk or credential vault. When your support team can reach into any user's device — often with elevated access — the security of that access matters enormously: compromised support tooling gives an attacker a powerful, broad foothold across your estate. Remote Support replaces this with enterprise-grade secure support: every session is brokered on-demand through a hardened appliance or SaaS (no standing connections), with strong authentication and least-privilege access (only authorised technicians, only to what they should reach), and every session recorded and audited. It's the difference between support access that's a controlled, monitored, on-demand process and support access that's an always-on, weakly-controlled, unaudited backdoor. For any organisation whose service desk remotely accesses user devices — which is essentially all of them — moving from consumer tools to secure, enterprise remote support is an important security upgrade, closing a pathway that's caused real breaches. TechBag helps organisations make that move.
The enterprise standard — support any device, securely, at scale
Remote Support (the former Bomgar) has long been the enterprise standard for secure remote support, and its core value is letting your support teams help users and fix devices — across every platform, at scale — quickly and securely. Breadth: technicians can support desktops, laptops, servers and mobile devices across Windows, macOS, Linux, iOS, Android and network devices from one console — so the service desk handles the whole diverse device estate with one secure tool rather than juggling different tools per platform. Full toolkit: within a secure session, technicians can see and control the device, chat with the user, transfer files, run scripts, access system information, and collaborate with or escalate to colleagues — everything needed to diagnose and resolve issues efficiently. Both scenarios: attended support (the user shares a session key for live help) and unattended access (reaching servers, kiosks and remote endpoints with no user present) are both covered. Scale and reliability: it's built for enterprise service desks and MSPs supporting large user populations, with the performance, reliability and management that high-volume support demands. Experience: a fast, reliable, branded connection means users get help quickly and the support reflects your organisation. The result is faster resolution and better support — technicians reach any device and have the tools to fix it — delivered securely rather than through risky ad-hoc methods. For organisations that take both support quality and security seriously, Remote Support's combination of broad, capable, scalable support with enterprise-grade security is exactly why it became and remains the standard. TechBag helps service desks adopt it effectively.
Every support session recorded and auditable — accountability and compliance
Because Remote Support brokers all support access through the platform, it records and logs every session — delivering the accountability, compliance evidence and quality insight that support access needs but consumer tools don't provide. Full recording and logging: every support session is recorded, and the platform logs who accessed which device, when, for how long, and what they did — a complete, searchable audit trail of all remote support activity. This matters in several ways. Accountability: you always know exactly what any technician did on any device during support — essential when support has powerful access to users' machines and data. Security and forensics: if a support session is misused or a support account is compromised, you have a precise record of what happened, and the controls (strong auth, least privilege) limit the damage. Compliance: for regulated organisations, recorded and audited remote access to systems and data (including support access) is often a requirement — auditors and regulators (PCI-DSS, RBI, ISO 27001, DPDP) want evidence that access to devices and data is controlled and reviewable, and Remote Support provides exactly that for the support function. Quality and disputes: recordings support quality assurance (reviewing how issues were handled and coaching technicians) and resolve disputes about what happened in a session. Consumer remote tools generally provide little or none of this — so support done through them is a compliance and accountability gap. Remote Support turns support access into a transparent, accountable, evidenced process. For organisations that must control and evidence access to their devices and data, this auditability is a core part of the product's value. TechBag helps configure recording and audit to your compliance needs.
Fits your service desk — ITSM integration and credential injection
Remote Support isn't a standalone tool bolted onto your support — it integrates deeply with your service-desk ecosystem, which makes support both smoother and more secure. ITSM integration: Remote Support integrates tightly with ServiceNow and other ITSM/ticketing platforms — technicians can launch a secure support session directly from a ticket, and session details (including recordings) are captured back on the ticket. This means remote support is part of your service-desk workflow rather than a separate activity: the ticket drives the session, the session documents the ticket, and everything is tracked in your service-management process. It improves efficiency (no context-switching, session tied to the issue) and record-keeping (support activity documented against tickets). Credential injection with Password Safe: for support tasks that require privileged access, Remote Support pairs with BeyondTrust Password Safe to inject vaulted credentials directly into the session — so technicians can perform privileged actions on a device without ever seeing, typing or knowing the actual privileged passwords (which stay vaulted and rotated). This closes a subtle but important gap: support often needs elevated access, and without credential injection, technicians would handle privileged credentials (which then get shared, known and exposed). With it, support gets the access it needs while privileged credentials stay controlled. Together, these integrations mean Remote Support fits into and strengthens your broader IT and security operations — tied to your service desk and your credential vault — rather than being an isolated, ungoverned tool. For organisations with mature service management and security, this integration is a significant advantage. TechBag helps integrate Remote Support with your ITSM and Password Safe.
A PAM Leader's platform — support unified with your access controls
Remote Support is part of BeyondTrust's unified Pathfinder platform, from a recognised Gartner PAM Leader — and this platform context is valuable because remote support access is one facet of the broader problem of controlling access to your systems and devices. On the platform, Remote Support sits alongside Privileged Remote Access (secure privileged access to servers and infrastructure — the sibling product for a different use case), Password Safe (credential vaulting, which injects into support sessions), Endpoint Privilege Management (controlling privilege on the devices being supported), and Identity Security Insights (detecting identity threats across the estate). Governing these together — with shared security controls, shared audit, and a coherent approach to access — is more effective and manageable than separate, disconnected tools. It also clarifies the right tool for each job: Remote Support for supporting devices (helping users, fixing endpoints), Privileged Remote Access for privileged access to critical systems (administering servers, vendor access to infrastructure) — two related but distinct products on one platform, so you use each appropriately rather than stretching a support tool to do privileged access (or vice versa). And BeyondTrust's standing as a PAM Leader, with Remote Support's long heritage as Bomgar (the recognised enterprise remote-support standard), gives confidence in the product's security, depth and reliability for something as sensitive as remote access to your devices. For organisations building secure, well-governed access across support and privileged access, Remote Support's place in the platform is a real part of its value. TechBag scopes Remote Support within the broader BeyondTrust platform, and distinguishes it from PRA, for your needs.
The honest scope
BeyondTrust Remote Support is the enterprise-standard secure remote-support product — the former Bomgar — letting service desks and support teams securely access and fix almost any device (Windows, macOS, Linux, iOS, Android, network devices), attended or unattended, with strong authentication, least-privilege access, full session recording, deep ITSM (ServiceNow) integration, and credential injection via Password Safe; part of the Pathfinder platform. The honest framing: Remote Support competes with other remote-support tools — most directly the enterprise/secure ones (like GoTo Resolve, ConnectWise ScreenConnect, and Splashtop's support editions) and, at the consumer/SMB end, TeamViewer and AnyDesk (which are cheaper and simpler but lack the enterprise security, recording, ITSM integration and credential injection that are BeyondTrust's whole point). Remote Support is the premium, security-first choice — it's the right fit when secure, audited, enterprise-grade support (especially for regulated organisations, large service desks and MSPs) matters more than lowest cost; for casual, cost-sensitive remote support, simpler tools may suffice. Crucially, Remote Support is for supporting devices — it is not the tool for privileged access to servers and infrastructure (that's BeyondTrust Privileged Remote Access, a separate product); getting this distinction right matters. It's quote-priced and enterprise-scaled. It's most compelling for organisations that need secure, compliant, integrated remote support at scale, ideally on the broader BeyondTrust platform. TechBag scopes Remote Support honestly against the alternatives, distinguishes it from PRA and from consumer tools, and licenses it in INR/GST with implementation support.
The numbers behind the platform
What your Remote Support journey looks like
Support-security scoping
How your service desk supports devices today, the security gaps (standing agents, weak auth, no recording), your platforms, and ITSM (ServiceNow) integration needs. TechBag scopes it free.
Deploy & secure
Stand up Remote Support, integrate your IdP/MFA, configure least-privilege technician access and session recording — replacing consumer tools and ad-hoc methods.
Integrate & pair
Integrate with ServiceNow/ITSM (launch sessions from tickets), and pair with Password Safe for credential injection so technicians never handle privileged passwords.
Scale & govern
Roll out across the service desk (and MSP clients), use recordings for QA and compliance, and unify with PRA/Password Safe on the platform. TechBag models it in INR/GST.
Trusted across regulated industries in 100+ countries
The review scoreboard
Modelled on Gartner Peer Insights structure. *Counts and breakdowns are illustrative pending verified review collection.
Quick poll — what’s driving your evaluation?
Talk to an advisor“We moved our service desk off consumer remote tools to Remote Support — no more standing agents on every machine, and now every session is authenticated and recorded.”
“Supporting Windows, Mac, Linux and mobile from one secure console cut our tool sprawl and our risk. The Bomgar heritage shows — it just works at scale.”
“The ServiceNow integration is excellent — technicians launch sessions from tickets and the session record lands on the ticket. Support is finally part of our ITSM process.”
“Credential injection with Password Safe means our technicians never handle privileged passwords during support. That closed a real gap for us.”
“As an MSP, secure, auditable, branded support for many clients was essential. Remote Support scales and the recordings protect us and our clients.”
“We had to learn the distinction — Remote Support is for supporting devices, PRA is for privileged access to servers. Once we got that right, both fit perfectly. TechBag helped.”
“It's pricier than TeamViewer, but the enterprise security, recording and compliance evidence are exactly why we chose it over the cheaper tools.”
“Session recordings help us with quality assurance and the odd dispute — we can see exactly what happened. That visibility alone has been valuable.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and G2 retired its Grid. So here’s TechBag’s synthesis of the remote-support market — tap any vendor to see why it sits where it does.
TechBag Email-Security Grid
Execution strength vs product vision — the classic market map, minus the paywall.
Enterprise secure support (ex-Bomgar). This page's product.
Detection × Portfolio Integration
The grid nobody publishes — how strong the email detection is vs how integrated with the wider security portfolio.
Deep: security, recording, ITSM, injection.
Positions are TechBag’s illustrative synthesis of public review-platform data and vendor documentation — not a reproduction of any analyst graphic. Verify before relying on it.
Remote Support vs the remote-support field
GoTo Resolve, ConnectWise ScreenConnect, Splashtop and consumer tools like TeamViewer/AnyDesk — honest lanes; the edge is enterprise security, recording, ITSM integration and credential injection.
| Dimension | BeyondTrust Remote Support | GoTo Resolve | ConnectWise ScreenConnect | Splashtop | TeamViewer/AnyDesk | Ad-hoc / none |
|---|---|---|---|---|---|---|
| Position | Enterprise secure support (ex-Bomgar) | IT support & mgmt | MSP-favourite support | Fast remote support | Consumer/SMB tools | The gap |
| Security & access control | Strong auth, least privilege | Good | Good | Good | Weak/standing | None |
| Session recording & audit | Full recording + audit trail | Available | Available | Available | Limited/none | None |
| No standing connections | Brokered on-demand | Mixed | Agent-based | Agent-based | Persistent agents | Whatever's set up |
| Cross-platform breadth | Win/Mac/Linux/iOS/Android/net | Good | Broad | Broad | Broad | N/A |
| ITSM (ServiceNow) integration | Deep, native | Some | Available | Available | Minimal | None |
| Credential injection (vault) | With Password Safe | Limited | Limited | Limited | None | None |
| Enterprise scale & compliance | Built for it; PAM Leader | Mid-market | MSP scale | Growing | Not the focus | None |
| Best fit | Secure, compliant, enterprise-scale support | SMB–mid IT support + management | MSPs wanting flexible support | Fast, value remote support | Casual, cost-first support | Nobody — support must be secure |
Which email-security approach fits you?
Honest fit signals — because the fastest way to lose your trust is to pretend one product wins every scenario.
Choose Remote Support if…
- ✓You need secure, audited, enterprise-scale remote support
- ✓Compliance requires recorded, controlled support access
- ✓You want ServiceNow/ITSM integration and credential injection
- ✓You want it on a PAM Leader's platform (Bomgar heritage)
GoTo Resolve / ScreenConnect if…
- ✓You want SMB–mid support or MSP-flexible tooling at lower cost
Splashtop if…
- ✓You want fast, good-value remote support
TeamViewer/AnyDesk if…
- ✓You want the cheapest, simplest support and can accept weaker enterprise security
Ad-hoc / none if…
- ✓Never — unsecured support access is a real breach path
What do email threats cost you?
Drag the sliders (count support technicians; IT-hour cost as loaded rate). Estimates assume faster resolution and less tool sprawl once one secure support platform covers all devices — but the larger, unpriced win is the avoided breach (standing consumer-tool agents are a known attack path) and the compliance evidence recorded support provides. Illustrative.
Loaded cost = salary + overheads per productive hour. Illustrative only — your TechBag quote models actual device counts and modules.
Three ways to consume it
BeyondTrust Remote Support is quote-priced (no public list), typically per technician/license — by count, deployment (SaaS vs self-hosted) and integrations. It costs more than consumer tools because of the enterprise security, recording, compliance and ITSM integration. TechBag right-sizes it and quotes in INR/GST with local support.
Remote Support
Best for secure service-desk support
- Support any device, attended or unattended
- Strong auth, least privilege, full recording
- ServiceNow/ITSM + credential injection
+ Platform add-ons
Best for a broader rollout
- Scoped to your estate
- Add-on modules as needed
- Phased, right-sized deployment
+ The Pathfinder platform
Best unified
- Add PRA (privileged access), Password Safe, ITDR
- One platform for support & privileged access
- TechBag scopes the roadmap
Buy it for less — TechBag pricing beats list
Whatever the list prices above, TechBag negotiates a significantly better deal — with GST-compliant INR invoicing and local support. Ask us for your discounted quote.
Get an India-ready quote
Tell us your device counts and current tools — we’ll model it against what you spend today.
The 8 questions to ask every vendor
Take this into your next vendor call — including ours.
Audit how the service desk accesses devices today — consumer tools, standing agents, ad-hoc — and the security gaps.
Confirm coverage across Windows, macOS, Linux, iOS, Android and network devices you support.
Identify needs for live attended support vs unattended access to servers/kiosks/remote endpoints.
Plan strong per-technician authentication (MFA/IdP) and least-privilege access scoping.
Set session-recording and retention policy for security, compliance (PCI/RBI/DPDP), QA and disputes.
Confirm ServiceNow/ITSM integration to tie sessions to tickets and your workflow.
Plan Password Safe pairing so privileged support tasks don't expose passwords.
Confirm Remote Support (supporting devices) vs Privileged Remote Access (privileged access to servers) for each use case; size and quote in INR/GST.
Questions buyers ask
Ready to secure your service desk?
Scope secure remote support (fix any device with strong auth, recording and ITSM integration), replace risky consumer tools, or let a TechBag advisor plan your support-security roadmap.
Stats, ratings, review counts and pricing are illustrative and sourced from public materials; verify before purchase.