BeyondTrust Remote Support Reviews

We used it all the time in my previous organization. We don't use these tools here in my current organization. We don't yet have a need for them in this organization. It is a new and young company.

It is a great tool. It was very effective for what we needed it for. It enabled us to get in there very quickly and easily. It literally took only seconds. By getting in there and being able to fix and address whatever issue an end-user had, it served its purpose. 

It also allowed us to monitor what was going on, and we could go back and review later and see what that issue was for talking points for training and things of that nature.

It was invaluable because we were able to simply send a link out to whoever we needed to help within our organization. They'd click on the link, and they'd simply give us the permission that we needed to get in there. 

We could also monitor what our different support staff members were actively doing when they were trying to fix an issue or problem. It made it very quick and easy. It wasn't anything complicated. It was something that even the lowest-tech type of a person within our organization understood and didn't have a problem with.

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.

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.

In terms of features, it is a great tool. I don't see any area for improvement. It pretty much provides all the features that you need. I can't think of anything additional. It has everything that you could possibly want.

I never had any issues. It was very solid.

There was no problem in scaling it. Originally, we only needed a few licenses. We had purchased 10 licenses, and it was easy to add additional licensing. It was easy to expand throughout our organization. We had different tech teams with different roles, and we were able to work that in pretty quickly. It wasn't a problem at all.

Its users were from the support team. They were responsible for helping out internal folks and external customers with their technical issues. We had several ITSM tools for support throughout North America, including BMC, Cherwell, and Avante products. We were able to use Bomgar to access our external customer's platforms to be able to get in there and see what's going on and fix things for them.

It was very straightforward. There is nothing complicated about it.

Its deployment was done in a day. It was so quick. It didn't take long at all.

It is pretty pricey. It is not cheap. The licensing structure is not cheap. The tool is not cheap, but in the long run, it is well worth it. It is probably one of the best on the market because it is just so easy to use and easy to deploy. It gave us the ability to see what everybody was doing. It held people accountable. It gave us the accountability that we needed.

I can't remember the latest price, but I know that when we originally started, it was about 20 grand or 25 grand. I can't remember what we ended up with at the end of the day, but it was pretty pricey.

My advice would be to just follow the simple directions that they give you and use it right away. You'll see the benefit right off the bat. There is nothing that anybody really needs to know about it other than that it is a great tool. There is no reason to look at any other tools because it comes with everything that you could possibly need and protects organizations from any breaches.

Originally, we started out because we were pretty impressed with the tool, and then we became a reseller for them. Initially, when they were really pushing it out there, we started reselling it for them because we really liked the product so much. We haven't been a reseller the whole time. We haven't been a reseller for years for a long time. 

I'd rate it a nine out of ten. The only reason why I am giving it a nine is because of the price. The price is just so high. The solution itself is a great solution. It's effective for support needs. Any organization that doesn't consider it and is trying to use other methods probably doesn't care too much about security. They are opening themselves up to breaches if they are not using something like the BeyondTrust tool. The BeyondTrust tool is a safe tool to eliminate any chance of a breach.

It is used for remote support for the service desk. We primarily use it for troubleshooting activities. When users have an issue, they call up the service desk or send an email. One of the technicians uses this solution to remotely access their computer. The technicians can see the screens, take control, do some troubleshooting, share files, and implement fixes.

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 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. In Apple's case, we're going to have Apple that's restricting that, but it would be nice to be able to remotely control someone's phone so that we could provide greater assistance in troubleshooting.

We haven't had any issues related to it crashing.

It works well for us now. It is used within the service desk department, and there are only a certain number of people who log in and access remote computers. We have 20 to 30 technicians who are using this solution.

We won't be opening it up to a lot of people or the entire IT department because that would be expensive. Its licensing is on a per technician basis. We would have to buy more licenses if we have more users. This is something that needs to be considered for a large-scale rollout.

If we were to expand its use within our organization, that should be easily doable.  BeyondTrust allows for multiple servers with redundancy and failover, so we could add additional servers where we have the most users in order to handle increased load.

The only time we had to work with them was for the initial setup. Their professional support helped us out with that. It worked well because we did get it set up. We didn't really have any complaints.

Its initial setup was a little bit involved, but it was nothing that we couldn't eventually handle. We have a tool with a button that deploys endpoints. Users can just click on that button, and it'll get them into a queue.

It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost.

Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features. 

We were limited on time, so we did a little bit of evaluation. Later this year, we may evaluate again.

It has worked pretty well for us, but it is probably better suited for larger organizations because of the cost. If you've got a small organization and you need to do a small amount of remote support, a less expensive option would be more suitable.

I would rate BeyondTrust Remote Support a nine out of ten.

We primarily use the solution for connecting to our customer systems to remediate issues.

We deliver remote support for end-user clients. This tool is deployed in our end-user support division where we take care of the needs of computer users and we connect to their computers and we help them resolve their issues. We absolutely need a remote support tool. I don't have any metrics that say this improves our bottom line versus that one, however, we can't do this service without this tool.

The solution's most valuable aspect is its ability to be able to record sessions.

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.

I've been using the solution for ten years. It's been about a decade so far.

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.

I don't have enough data on scalability. It's just anecdotal, however, it seems to expand horizontally and you can just add more licenses.

We have a concurrent license model and we have 15 licenses. The people who use it in our organization are all help desk folks.

We have plans to increase usage. As we grow, we add new licenses.

I don't know of any interaction with technical support. I've never reached out to them in the past.

We're also using Instant Housecall. We bought another company and they are the ones using the Instant Housecall. As part of the merging of these two organizations, we needed to pick one and stick with it.

The initial setup is not complex. It's quite straightforward. I say "Get it done," and they get it done. It's very easy for me.

There wasn't really an implementation strategy that I know of. It was deployed before I began working with the company.

The help desk manager is in charge of maintence and they probably dedicate less than 10% of their time, maybe 5% of an FTE.

The initial setup was done in-house with our own team. We didn't need the assistance of resellers or consultants.

We have a service offering called Remote Support. We can't deliver it without this tool. The tool costs $10,000 and we make $100,000. It's a pretty good ROI.

The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing.

We use a current version of the solution. We have a subscription model, and therefore we always buy the latest and greatest.

I'd advise anyone considering the solution to talk with experts both in their company and without.

On a scale from one to ten, I'd rate it at an eight.

We['ve been using the solution for remote support.

The regular use case is regular support for end-users, however, the other value of the platform is the fact that it gives very, very detailed insight capabilities and session recording capabilities. 

Another interesting use case is for inviting external support by our partners, locally. We are capable of inviting external support. 

The mobile support is rarely used, yet still in place.

The solution does offer mobile support.

Setting up the cloud deployment is very simple. 

The solution is stable.

We've found the technical support to be quite helpful and very valuable to have.

There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well.

iOS interactive support would be a cool addition. Right now it's a non-interactive view.

The licensing is very expensive. 

We've been using the solution for five years.

The product is very stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

We find that there is potential for scaling. The scalability requires some effort, however, especially within the on-premise environment.

In terms of usage, we've got around 50,000 users who get supported by it and the actual operators of the product are around 2,000 people.

We do not plan to increase usage. It will be hard to extend its use from the current levels.

Technical support has been very valuable. We are happy with the level of support.

Previously, we tried LogMeIn and we tried TeamViewer as well.

BeyondTrust had much better auditing capabilities and was putting a lot of effort into ensuring that the solution is secure enough. We chose it mainly due to the capabilities that BeyondTrust provides, within the area of auditing, session control, and session insights.

For the on-premise environments, the initial setup was quite complex. That was not due to the solution, however. Rather, it was the complexity of the local environment. 

The cloud setup was quite simple. The only challenge is the life cycle of those remote agents.

We do not need a large team to handle maintenance. There are two people globally maintaining it.

The solution is very expensive.

We are billed yearly.

We are using the latest version of the solution.

We have two environments. One is on cloud and one is on-premises.

I would advise potential users that if they need best-in-class, then definitely they should look at BeyondTrust. That said, you have to keep in mind the cost of it.

I'd rate the solution at a nine out of ten.

The primary use case of this product is for remote support. Customers will call in with an issue and we connect them with an engineer. Some of our engineers also work remotely.  I'm the director in the CTO office and we are customers of BeyondTrust. 

Allows seamless access to client environments without installing agents everywhere.

Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.

I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.

The company has been using this solution for three years. 

The solution is stable. 

The solution is scalable although there's a cost involved. We have both manager services and professional services people using it. Our IT manager is the person who deals with upgrades. 

I don't deal with technical support but I haven't heard any complaints. I think they're okay. 

The company previously used a different solution and I think the reason they switched was that with BeyondTrust you didn't need to install agents while the previous solution was agent based. Other than that, I don't think there was much between them. 

I don't know what licensing costs are but I believe it's on par with other solutions when we did compare that. It may be a little more if you have many concurrent sessions needed. 

It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.

I rate this solution an eight out of 10. 

We are a solution provider and this is one of the products that we implement for our customers. It is used for providing secure remote support and allows you to control the support staff. You can see what they were doing on the machines and provides them the ability to work in a secure manner. It is done through a secure connection, where everything is recorded and can be audited.

This is a very secure product.

There are a lot of features available.

Technical support for this region can be improved.

We have been working with BeyondTrust Remote Support for a few months. We have really just started selling them, so we don't have a great deal of experience yet.

The is a stable product.

This solution is scalable and can support a lot of users.

The technical support is okay, although, for this region, it is a little bit tougher. They are expanding the market but I think that at the moment, they are not focusing on non-EU countries.

It is easy to deploy. It can be an on-premises physical appliance or a cloud-based virtual appliance deployment. You just need to set the policies and the users.

It is an expensive product, although it is secure and of high quality.

I would prefer that it was more affordable.

In summary, this is a really nice product that is really secure and I can recommend it to other users.

I would rate this solution a ten out of ten.

I'm an associate security engineer and we are partners with BeyondTrust.

I like the interface and it's helpful for me that when I'm taking a session it's totally in my control.

I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat. 

I've worked with this solution for about a year up to a couple of months ago. 

I used the solution for my internal environment and it was stable and efficient when connecting with the customer. We share the link and they access it. I used it for sessions of up to 20 people and it was fine. 

There is good documentation available so if I'm missing anything the BeyondTrust site documentation has all the answers. 

The deployment is straightforward and quite mature. 

I would recommend trying this solution. Particularly during Covid times with people working from home, it's useful to have the help desk with the GM in the office. 

There can always be improvements so I rate this product eight out of 10. 

We're using BeyondTrust Remote Support to create more support lines. One line of support for our employees, and the other for our clients at a bank. We're using this solution to fix problems for our clients and bank employees. I have branches in different cities, like the capital cities in Columbia.

It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us.

It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust. 

I have been using BeyondTrust Remote Support for two years.

We had local support and nothing more.

We pay every year for the box, and there are no additional costs. 

On a scale from one to ten, I would give BeyondTrust Remote Support a nine.