BeyondTrust Remote Support Reviews

Normally, my customers use the solution with their internal service desk to support their employees, whether at their workplaces or when they are working from home. Some of my customers in the medical field also use the solution to support their customers, like those who use medical devices. However, most of my customers use the solution to support their internal employees in remote sessions.

One of the great features is that service desk members can work together in a remote session. There are roles in our team, like team leader, team member, and team manager. This allows the team manager or leader to support the team member. 

Another valuable function is the ability to elevate rights in a session. The support desk member can have more control over the end user's PC to assist them. Additionally, there are various ways a customer can receive support, like starting by chat or session ID. 

The solution also allows managing and supporting remote devices, especially Apple devices. While controlling Apple devices fully is not possible, sending a new configuration profile or assisting with settings is. 

The most valuable feature is sending an SMS to a mobile device for assistance, such as installing or configuring a mail client. The technique for Android devices allows control in the session, while Apple devices can only be viewed. Full remote control on Apple devices is not supported. It's a common limitation across providers.

The primary use case is for remote access, particularly for third-party access where direct access cannot be granted into the network. It addresses the need to provide vendors access without creating privileged IDs directly in the network.

The features are common among systems, including special management, password management, and credential management. A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems. With tools like PRA, access can be granted without creating IDs directly on AD, providing access to privileged or target systems very efficiently.

Remote Support allows the help desk and IT administrative personnel to connect to users' computers as well as kiosks, conference room systems, etc. When I left the company, around 20 employees were using the tool.

The consulting firm I'm working with now focuses on the BeyondTrust privilege access management applications. Our company takes contracts to install BeyondTrust solutions like Password Safe and Remote Support for client companies.

The two environments where we have Remote Support implemented have satellite offices, so the whole company isn't in one physical location. Remote Support allowed us to centralize that help desk function in one place. We didn't need on-site staff to support the customers. 

It was also very helpful because COVID forced us to shift to work from home. Everybody was able to provide the same level of support from from home without any notice of any difference from the rest of the employees in the company.

Our primary use cases are providing IT support to remote users who are coming through the network and managing the local password rotation for users. 

I have been working with BeyondTrust Remote Support for one year now.

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.

Our company uses the solution to provide remote access control for our customers who onboard between 100 to 1,000 assets. 

Use cases can also include bridging active directories, servers, and databases.

Remote sessions are automatically recorded so there is a history of all coding and scripting. Notes and videos can be attached for both customers and service partners which is powerful.

Managing user accounts is easy. 

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.

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.