We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"It provides a good user experience."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"With service requests, we have been able to give visibility to the business users."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Helix is stable."
"It has centralized all work orders and help desk ticket tracking."
"The solution has good capabilities for analytics."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"Although the learning curve is steep, the product is well-documented."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Encountered issues with scalability and stability."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"They could be more responsive to feedback from their community board."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The interface isn't that great."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM is rated 8.0. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Microsoft Intune, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud.
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