BeyondTrust Remote Support
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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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 cloud (India – West region) or on-prem appliance
- 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, where the user shares a session key, or reach unattended servers, kiosks and remote machines with no user present.
Secure Broker
Every session is brokered through a hardened appliance or SaaS with strong authentication and least privilege, with no standing connections.
Record & Audit
All support sessions are recorded and logged (who accessed which device, when and what they did) for security, compliance, quality and disputes.
ITSM Integrated
Deep ServiceNow and ITSM integration ties sessions to tickets and workflows, with session details captured on the ticket.
One brokered session to any device — attended or unattended, recorded and logged, tied to the ticket that asked for it.
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 BeyondTrust portfolio.
Cross-Platform Support
Support Windows, macOS, Linux, iOS, Android and network devices from one console, without juggling tools.
Screen Sharing & Remote Control
See and control the remote device to diagnose and fix issues directly, responsively and reliably.
Attended & Unattended Access
Help users live via a shared session key, or reach servers, kiosks and endpoints with no user present.
Chat, File Transfer & Scripting
Chat with users, transfer files, run scripts and access system information during a session.
Strong Authentication & Access Control
Enforce MFA, IdP integration and least privilege, so only authorised technicians reach the devices and functions they should.
Credential Injection (Password Safe)
Pair with Password Safe to inject vaulted credentials, so technicians act with privilege without seeing the passwords.
Full Session Recording & Audit
Record and log every session (who accessed which device, when and what they did) for compliance, QA and disputes.
No Standing Connections
Each session is brokered securely on demand, removing the standing, unmanaged connections consumer tools leave behind.
ServiceNow & ITSM Integration
Launch sessions from ServiceNow and other ITSM tickets and capture session details back on the ticket.
Team Collaboration & Escalation
Bring another technician in, escalate to a specialist or collaborate, without losing context or restarting.
Branded, Smooth Support Experience
Deliver a branded, professional support experience to end users over a fast, reliable connection.
Part of the Pathfinder Platform
Sits in the Pathfinder platform alongside Privileged Remote Access, Password Safe and Identity Security Insights.
Watch Remote Support in action
The overview, getting started, and the core workflows.
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 for your environment?
Book a guided demo →Passwords are the breach. Own the identity layer.
Here’s what genuinely sets BeyondTrust Remote Support apart.
Consumer remote tools are a security liability for the service desk
Consumer tools like TeamViewer and AnyDesk leave standing agents that attackers hunt, with weak per-technician controls and little recording. Remote Support brokers each session on demand through a hardened appliance or SaaS, with strong authentication, least-privilege access and every session recorded.
The enterprise standard — support any device, securely, at scale
Remote Support, the former Bomgar, lets technicians support Windows, macOS, Linux, iOS, Android and network devices from one console, attended or unattended. In a session they can control the device, chat, transfer files, run scripts and escalate to colleagues, at the scale enterprise service desks and MSPs need.
Every support session recorded and auditable — accountability and compliance
Every support session is recorded and logged: who accessed which device, when, for how long and what they did. That gives accountability for powerful access, forensics if an account is misused, the evidence PCI-DSS, RBI, ISO 27001 and DPDP auditors want, and recordings for quality review and disputes.
Fits your service desk — ITSM integration and credential injection
Technicians launch sessions from ServiceNow and other ITSM tickets, and session details, including recordings, land back on the ticket. For privileged tasks, Remote Support pairs with Password Safe to inject vaulted credentials, so technicians act with elevated access without ever seeing the passwords.
A PAM Leader's platform — support unified with your access controls
Remote Support sits in the Pathfinder platform with Privileged Remote Access, Password Safe, Endpoint Privilege Management and Identity Security Insights. Use Remote Support for supporting devices and PRA for privileged access to servers. BeyondTrust is a Gartner PAM Leader.
The honest scope
Remote Support is the premium, security-first choice for supporting devices, with recording, ServiceNow integration and credential injection. GoTo Resolve, ConnectWise ScreenConnect and Splashtop compete; TeamViewer and AnyDesk are cheaper but lack those controls. It is not for privileged server access, which is PRA.
The numbers behind the platform
What your Remote Support journey looks like
Support-security scoping
Map how you support devices today, the gaps (standing agents, weak auth, no recording), platforms and ServiceNow needs.
Deploy & secure
Stand up Remote Support, integrate IdP/MFA, and set least-privilege technician access and recording, replacing consumer tools.
Integrate & pair
Integrate with ServiceNow to launch sessions from tickets, and pair with Password Safe so technicians never handle passwords.
Scale & govern
Roll out across the service desk and MSP clients, use recordings for QA, and unify with PRA. TechBag models it in INR/GST.
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 tools: no standing agents on every machine, and every session authenticated and recorded.”
“Supporting Windows, Mac, Linux and mobile from one secure console cut our tool sprawl and our risk. It just works at scale.”
“Technicians launch sessions from ServiceNow tickets and the session record lands on the ticket, so support is part of ITSM.”
“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.”
“Remote Support is for supporting devices, PRA for privileged access to servers. Once we got that right, both fit. 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 with quality assurance and the odd dispute, because we can see exactly what happened.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and review-site grids score satisfaction, not fit for your estate. So here’s TechBag’s synthesis of the remote-support market — tap any vendor to see why it sits where it does.
TechBag Identity & Access Grid
Execution strength vs product vision — the classic market map, minus the paywall.
Enterprise secure support (ex-Bomgar). This page's product.
Platform Breadth × Secure-Support Depth
The grid nobody publishes — privileged-access platform breadth vs secure-support depth.
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 identity & access management 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
BeyondTrust Remote Support is one of 24 remote support & access products TechBag carries. The Remote Support & Access guide narrows them to a shortlist and shows the reasoning. →
What could this save 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 your actual environment and modules.
Three ways to consume it
BeyondTrust Remote Support is quote-priced (no public list), typically per technician/license — by count, deployment (cloud, with an India – West hosting region, vs an on-prem appliance) 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 requirements 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.
Which use cases need Remote Support (devices) and which need Privileged Remote Access (servers)?
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.