Real-World Success Stories with BeyondTrust Remote Support
Many of BeyondTrust’s current Remote Support customers sought a new remote support solution because of business challenges. They were on the hunt for a solution that unified their help desk use cases with key integrations and boosted productivity, all while addressing security concerns and adhering to compliance requirements. One payment and processing company saw an 80% increase in productivity after implementing our solution.
This article will dive into why a few of our real-world customers decided on Remote Support as their IT software of choice, and will reveal the measurable gains they’ve made in productivity, security, and compliance.
Why Customers Chose BeyondTrust Remote Support
Remote Support Unifies Use Cases with Key Integrations
It’s common for a help desk’s tech stacks to proliferate over time. They add on use-case-specific tools as their demands grow or priorities shift. However, this sprawl of IT tech leads to several issues, including time-wasting context shifts that increase the chance of human error, and create significant gaps in visibility and security.
Many of our customers noticed the time and costs that their sprawling tech stacks were wasting and sought a new solution. Here are a few reasons why they chose Remote Support to solve this challenge:
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“BeyondTrust Remote Support was the only solution that met all of our requirements.” — Rocky Pedroso, Director of Information, University of Miami
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"Help desk agents are multitaskers. You need a tool that lets them support multiple customers within a single application." — Jennifer Woodbridge, Systems Administrator at a Payment and Processing Company
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Important: Upcoming changes to filenames in Remote Support and Privileged Remote Access version 25.2
In Remote Support and Privileged Remote Access, some binaries will undergo a name change. Client name changes for Windows took place in 25.1. In 25.2, files for Mac/Linux clients as well as Jumpoints for all operating systems will be changed.
In addition, directory name changes will take place, changing from Bomgar, to BeyondTrust for new installations. Existing installations will not be impacted.
No action is necessary for these changes to occur, but if you are currently whitelisting directories or binaries by name with your endpoint security, you may need to update your whitelist configuration to accommodate the name changes.
| Old Name | New Name |
| bomgar-scc | sra-scc |
| bomgar-pec | sra-scc |
| bomgar-rep | sra-con |
| bomgar-acc | sra-con |
| bomgar-jpt | sra-jpt |
| bomgar-sjt | sra-sjt |
| bomgar-sjp | sra-sjp |
| bomgar-rfb | sra-rfb |
| bomgar-rdp | sra-rdp |
| bomgar-rdt | sra-rdt |
| bomgar-tnl | sra-tnl |
| bomgar-vpro-connection | sra-vpro-connection |
| bomgar-web | sra-web |
| bomgar-cli | sra-cli |
Customer Case Study
Large State Entity: Large State Entity Adopts Identity Security Insights to Reveal Data Across Domains and Reduce Risk
Latest Available Version:
Remote Support 25.1.2 - July 2025
Beekeepers Hot Topics
Session gets lost if remote computer is offline too long
“Sometimes a support session gets lost or “broken” if the remote computer is offline for too long. (For example because it is making a BIOS Update that takes very long… or the user does not return to reboot for a while) The supporter can only End the session in this case and has to make a new one if the customer returns. Screen sharing controls turn grey and only “close” is available.
Is there a way to set the timeout for “customer left session” higher so the session does not get lost??…”
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Upcoming and In Case You Missed It Webinars:
Road Maps
Upcoming RS Road Map Monday, September 8th, 2025
2025 July Product Road Map: Remote Support
User Groups:
Q2 Remote Support Virtual User Group Recording
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