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BeyondTrust Remote Support pros and cons

Vendor: BeyondTrust
4.5 out of 5
1,432 followers
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Pros & Cons summary

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Prominent pros & cons

PROS

BeyondTrust Remote Support is distinguished by its unparalleled stability, not experiencing crashes, freezes, bugs, or glitches.
BeyondTrust Remote Support offers high security, ensuring secure remote support for various clients' desktop environments without the need for local agents.
Key features include the ability to share and control screens remotely, enhancing troubleshooting capabilities even on mobile devices.
The remote session recording function of BeyondTrust Remote Support provides a comprehensive historical record of all activities during sessions, enhancing audit and troubleshooting processes.
BeyondTrust Remote Support facilitates secure and efficient support interactions, allowing support personnel to connect to systems even without end-user interaction, which is particularly useful for locked-down conference room computers.

CONS

Lacks voice integration due to the need for compression to support a large number of concurrent sessions.
Non-Windows support capabilities need improvement, especially for Mac, iOS, and Android.
Compatibility issues with other applications like Entrust, causing problems with Windows machines.
Initial setup can be involved and the service is considered expensive.
Ineffective connection to mobile devices, with smartphones and tablets posing occasional problems.
 

BeyondTrust Remote Support Pros review quotes

reviewer1037646 - PeerSpot reviewer
Apr 14, 2020
You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.
Rich Longo - PeerSpot reviewer
May 25, 2022
It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done.
Justin Glasscock - PeerSpot reviewer
Aug 17, 2022
I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS.
Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
823,547 professionals have used our research since 2012.
reviewer1512810 - PeerSpot reviewer
Jun 1, 2021
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_user515472 - PeerSpot reviewer
Mar 22, 2018
Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users.
it_user553458 - PeerSpot reviewer
Sep 17, 2017
Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console.
MB
Nov 22, 2020
The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either.
AS
Jan 4, 2022
The solution is stable.
KB
Apr 16, 2018
We rarely need support for anything, but when we do, they are on it and always helpful.
it_user828330 - PeerSpot reviewer
Feb 28, 2018
The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.
 

BeyondTrust Remote Support Cons review quotes

reviewer1037646 - PeerSpot reviewer
Apr 14, 2020
It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.
Rich Longo - PeerSpot reviewer
May 25, 2022
It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great.
Justin Glasscock - PeerSpot reviewer
Aug 17, 2022
The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.
Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
823,547 professionals have used our research since 2012.
reviewer1512810 - PeerSpot reviewer
Jun 1, 2021
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.
it_user515472 - PeerSpot reviewer
Mar 22, 2018
The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on.
it_user553458 - PeerSpot reviewer
Sep 17, 2017
The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then.
MB
Nov 22, 2020
Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand.
AS
Jan 4, 2022
iOS interactive support would be a cool addition. Right now it's a non-interactive view.
it_user828330 - PeerSpot reviewer
Feb 28, 2018
​The possibility to integrate a chatbot would take this product to the next level​.
reviewer1509873 - PeerSpot reviewer
Jun 24, 2021
Lacks remote support and privileged remote access in the one product.