We performed a comparison between BeyondTrust Remote Support and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."This is a very secure product."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"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 would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"The solution has been stable."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"We found the initial setup to be very simple."
"Freshservice's best feature is its user-friendliness."
"The solution’s timely automated triggers increase our IT team’s productivity."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"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."
"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."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"In the next release, I would like remote access to Chrome included."
"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."
"Their analytics need improvement."
"A chat bot needs to be added to the portal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"We'd like better integration with other products."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Not integrated with Google."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BeyondTrust Remote Support is rated 9.0, while Freshservice 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
