We performed a comparison between BeyondTrust Remote Support, LogMeIn Rescue, and TeamViewer based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"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 seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"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."
"Being able to reboot computers into safe mode, when needed. That has come in handy in regards to IT troubleshooting."
"I can remote reboot and know I can reconnect automatically without having to have the end user log back in again."
"The desktop sharing allows our clients to demonstrate the issue they are having, and then allows us to provide remediation directly."
"The vendor's reliability provides me with peace of mind. Over the 10-plus years, we've literally had no issues with it going down or with it causing any problems or causing issues when our end-users are trying to get access to it."
"It works with different operating systems, I can connect to a PC or Mac."
"It has a feature that, when you take over the machine, you can get into the system administrator level. We’re able to tweak things on the machine as if we’re sitting there."
"The initial setup was straightforward and simple. We did not have any training. We just installed it and were able to use it right away."
"I will say 100% in five years, I do not think we have had to use technical support for anything."
"The most valuable feature is you do not need to know the Windows username and password to connect and see the staff screen."
"It was worth the investment. You can do file transfers and video calls with it. You can do a lot of copy paste stuff. E.g., if I have a file and want to place it on somebody's machine, I can just copy it off of mine and paste it right on their machine. I don't have to put it in a Dropbox account and have them log into it to pull it off. I can do all that right through TeamViewer. When you're looking at the TeamViewer screen, you think you are working on your own machine."
"The pilot feature is what stands out the most. I love the ability to use the pilot feature for remote inspections. The augmented portion of the software comes in handy when I have to assist my inspectors. They use the app in the field, and they show me what they're seeing through their phones."
"I don't know of any performance problems with TeamViewer - generally, it's a stable product."
"It's a user-friendly product."
"TeamViewer has been one of the easiest, right off the bat products, that we have employed at the college. We have had no issues. It's been one of the easiest solutions to pick up."
"The most important feature of TeamViewer is its ease of use."
"It's pretty easy to use. Just key in an ID and password and connect. For meetings, just enter the meeting ID and connect."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"Lacks remote support and privileged remote access in the one product."
"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."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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 also like to see better support of Apple devices while using a Windows remote support console."
"The possibility to integrate a chatbot would take this product to the next level."
"Although the learning curve is steep, the product is well-documented."
"The pricing, is a little on the high end but it's proven itself to be worth it for sure."
"They need to combine computer and mobile end-user support to be a more streamlined experience."
"I occasionally need to reboot my computer after using LogMeIn, due to an issue with IE. It stops responding to keyboard input every once in a while, after disconnecting from a session. A reboot resolves it."
"Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product?"
"The billing team was poor when fixing their billing mistake and customer service was missing in action."
"Nothing's perfect but I think it's really a great tool just the way it is. The suggestion that I made to them at their user advisory board is that they combine the two products, Rescue and Central, into one because you really should have both. A bunch of the other people in that meeting very much liked that."
"Their ability to support mobile has been really problematic. I've seen other products that have done a better job in supporting mobile products. LogMeIn has just never been able to come up to par there, and that would be a detractor. They've been talking about supporting mobile for 10-plus years, and I really haven't seen any improvement on that."
"The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved."
"One thing I have noticed is that TeamViewer does not work so well when the machine you are trying to connect to remotely is not running the same version as your machine."
"The performance could always be better."
"On occasion, when remote connection process can't connect to a machine, the error messages aren't always helpful to tell you why you can't connect, as the message doesn't help troubleshoot whether it is too slow, too much interference, etc. I usually have to run to another computer and figure out what is going on, then restart it. The diagnostics could be improved."
"Voice communication and screen communication or face-to-face communication could be improved."
"The solution could improve by increasing or removing the time limitation on the use of a session."
"This solution could be improved by offering more flexibility in terms of usage."
"A feature that they could add is chat with sound to talk."
"The product can sometimes crash."
