Bomgar is for enterprise support; Caisey is for MSP-scale troubleshooting

When you run an MSP, every minute spent fighting your tools is a minute stolen from your clients. You need remote support software that adapts to your multi-tenant reality—not one that forces you into an enterprise-shaped box. Bomgar (now BeyondTrust) has been a staple for large IT organizations for years, but is it the right fit for MSP-scale troubleshooting? Many MSPs are finding that a lighter, cloud-native approach like Caisey delivers the control they need without the overhead.

Why MSPs outgrow enterprise support tools

Enterprise support tools are designed for large, centralized IT teams with dedicated infrastructure and compliance teams. They excel at handling thousands of endpoints, complex role-based access, and deep integration with identity providers. But for an MSP, the environment is different: you're juggling multiple clients, each with their own policies, and you need to move fast between tickets.

Bomgar's on-premise or private-cloud deployments often require significant upfront investment in hardware, licensing, and maintenance. That's a heavy lift for a growing MSP that would rather spend that budget on headcount or marketing. Even the SaaS version of Bomgar can be pricey, and its feature set is geared toward enterprise use cases like privileged access management and session recording for compliance—features that may be overkill for day-to-day break-fix work.

Bomgar: powerful but heavy

Bomgar is undeniably capable. It offers robust remote control, file transfer, and session recording. But that power comes with complexity. Setting up Bomgar involves configuring jump groups, site-specific policies, and a deep permission hierarchy. For an MSP with a handful of technicians, that's a lot of administrative overhead.

Moreover, Bomgar's interface is often criticized for being dated and clunky. Technicians need to navigate multiple screens to start a session, and the learning curve can be steep. When you're on a support call with an impatient client, you don't want to fumble through menus.

Another pain point is that Bomgar's session history is often siloed per session. While it records everything, pulling together a cross-client view of recurring issues is not straightforward. MSPs need to spot patterns across their entire client base to be proactive, and Bomgar isn't built for that.

Caisey: built for MSP workflows

Caisey takes a different approach. It's a cloud UI that coordinates headless AI runtimes on enrolled endpoints. That means no on-prem servers, no heavy client installs—just a lightweight agent that connects to your Caisey dashboard. You can group devices by client, apply policies per group, and run commands across multiple machines simultaneously. That's exactly the kind of flexibility MSPs need.

One of the standout features is Caisey's AI troubleshooting agent. It can research, diagnose, and even solve common issues on endpoints without a technician manually driving the session. This is a game-changer for MSPs that want to automate tier-1 support. The AI runs on the device, so it can access system logs, run diagnostics, and apply fixes—all while you maintain oversight through the dashboard.

Caisey also preserves machine context and session history. Every action is recorded, and you can share a public transcript of a session with a client for transparency. This builds trust and reduces the back-and-forth of explaining what you did.

Approval gates and client trust

MSPs often struggle with client hesitation about remote access. Clients worry about security and privacy. Caisey addresses this with permission prompts and approval-based remote support. Before a technician (or the AI) takes any action on a device, the end user sees a prompt and must approve it. This isn't just a security feature—it's a trust builder. When clients see that their employees have control over what happens on their machines, they're more likely to embrace the tool.

Bomgar also has approval mechanisms, but they're often buried in policy configurations. Caisey makes approvals a first-class part of the session flow, which is more intuitive for both technicians and end users.

Deployment scenario: from signup to first session

Let's walk through a typical MSP onboarding with Caisey. You sign up for a cloud account, then download the installer for Windows or Mac. You can deploy it via your existing RMM or send a link to the client. Once the agent is installed, the endpoint appears in your dashboard. You can then assign it to a client group and apply permission settings.

When a ticket comes in, you can either start a remote session manually or let the AI agent take the lead. The AI can run PowerShell commands, check event logs, and even apply fixes—all within the session. You can watch the transcript in real time and jump in if needed. After the session, the full history is saved, and you can share a public link with the client for their records.

This entire process is designed to be fast and low-friction. Compare that to Bomgar, where you might need to install a jump client, configure a policy, and then start the session—it's a lot more steps.

Cost considerations without the sticker shock

While we won't quote specific prices, it's fair to say that Bomgar's licensing is typically based on concurrent sessions and often requires a multi-year commitment. For an MSP with a handful of technicians, that can translate into a significant annual cost. Caisey Business is $20 per technician per month with unlimited devices. It does not scale with endpoint count, and there is no appliance to run. See /pricing.

More importantly, Caisey's AI-driven automation can reduce your labor costs. If the AI resolves 30% of tier-1 tickets without human intervention, that's a direct ROI that Bomgar can't match.

The verdict: agility wins for MSPs

Bomgar is a solid tool for large enterprises with dedicated support teams and compliance requirements. But for MSPs, the agility of a cloud-native solution like Caisey is a better fit. You get the remote control and session recording you need, plus AI-powered troubleshooting, multi-client grouping, and approval gates that build client trust—all without the enterprise baggage.

If you're evaluating remote support tools for your MSP, don't let the legacy name brands sway you. Look at what actually fits your workflow. Caisey is designed for the way modern MSPs operate: fast, flexible, and client-friendly.

For more on how Caisey fits into MSP environments, check out our MSP remote support overview and learn about approval-based remote support to see how we handle permissions and trust.