"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."
"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."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"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."
"The solution is stable."
"This is a very secure product."
"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."
"Solution has a good UI."
"This is a very reliable product and I've never had it crash."
"In the next release, I would like remote access to Chrome included."
"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 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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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."
"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."
"Lacks some kind of voice communication option."
"Lacks remote support and privileged remote access in the one product."
"It would be helpful if there were more things that you could do outside of having to log into the machine, such as being able to raise a command line and reboot the computer if, for whatever reason, it doesn't want to let me in."
BeyondTrust Remote Support is ranked 7th in Remote Access with 9 reviews while LogMeIn Pro is ranked 12th in Remote Access with 1 review. BeyondTrust Remote Support is rated 8.6, while LogMeIn Pro is rated 10.0. 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 LogMeIn Pro writes "Straightforward to set up, reliable, and easily scales up to any size of company". BeyondTrust Remote Support is most compared with TeamViewer, BeyondTrust Privileged Remote Access, Microsoft Remote Desktop Services, Citrix Virtual Apps and Desktops and ServiceNow, whereas LogMeIn Pro is most compared with Microsoft Remote Desktop Services, ConnectWise Control, LogMeIn Central, Check Point Remote Access VPN and LogMeIn Rescue.
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