We performed a comparison between BeyondTrust Remote Support and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"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."
"Solution has a good UI."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"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."
"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 would also like to see better support of Apple devices while using a Windows remote support console."
"Although the learning curve is steep, the product is well-documented."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM). BeyondTrust Remote Support is rated 9.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". 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 Hornbill Systems Supportworks is most compared with ServiceNow.
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