We performed a comparison between BeyondTrust Remote Support and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"Solution has a good UI."
"I personally like the ability to share files with other machines."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"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."
"Lacks remote support and privileged remote access in the one product."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"Although the learning curve is steep, the product is well-documented."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"The current MDM is very basic and should be expanded."
"The solution’s reporting could be improved."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The solution, overall, is expensive."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"Lacks some flexibility in the configuration of workflows."
"I would like to improve the task management module and analytics."
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BeyondTrust Remote Support is rated 9.0, while ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and BMC Helix ITSM.
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