We performed a comparison between BeyondTrust Remote Support and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"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."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"It has allowed us to quickly address the needs and issues of our end users."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"We are able to be more effectively connected to computers and servers all over the world."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"Technical support for this region can be improved."
"It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice."
"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."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM). BeyondTrust Remote Support is rated 9.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". 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 Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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