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BeyondTrust Remote Support vs TOPdesk comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Microsoft Intune
Sponsored
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
278
Ranking in other categories
Configuration Management (2nd), Remote Access (1st), Enterprise Mobility Management (EMM) (1st), Unified Endpoint Management (UEM) (1st), Microsoft Security Suite (1st)
BeyondTrust Remote Support
Average Rating
9.0
Reviews Sentiment
6.9
Number of Reviews
34
Ranking in other categories
Remote Access (17th), Privileged Access Management (PAM) (25th)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (15th)
 

Mindshare comparison

Remote Access
Help Desk Software
 

Featured Reviews

AkashKamble - PeerSpot reviewer
Enables management of multiple operating systems with a single license
The best feature is that it's a Microsoft product, so if anything goes wrong, we get quick support for anything required. Remote system functionality allows us to sit anywhere and take control of any device via remote management. We can enhance security for clients' laptops with built-in Microsoft Defender, which is available with the Microsoft Intune license. We use it for reporting purposes through endpoint analytics. When pushing scripting, there are two types available: remediation script and reservation script. Through endpoint analytics, you can push defender policies to clients. It helps with reporting, inventory updates, and monitoring tenant status health.
Hahn Rolf - PeerSpot reviewer
Solution elevates team collaboration and manages remote support efficiently
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side. Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session. I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily. BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
Martina Peneva - PeerSpot reviewer
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Comparing this to having an endpoint management solution, the efficiency gain may be up to 80%."
"The product has eased the deployment of Microsoft apps to the devices. We can manage it properly. We can control it and push the updates. Another company helped us with the deployment. However, we can do it internally."
"Conditional access has helped us tailor and enforce our security policies in the mobile space."
"Intune makes our organization more secure and flexible. We can onboard new employees faster and more securely. We are a governmental organization with strict regulations, and Intune helps us comply with those requirements."
"It is absolutely a positive investment."
"A great solution for anyone wanting a modern endpoint device management solution."
"It is a cloud-based service. It is easy to use and offers privacy."
"The initial setup is not overly complex or difficult."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"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."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"I personally like the ability to share files with other machines."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"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."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of the solution is the ticketing feature."
"TOPdesk is overall very stable."
"The most valuable feature of TOPdesk is the reports."
 

Cons

"The installation could be improved to be simplified."
"It needs certificate provisioning for S/MIME purposes."
"Sometimes, it takes time to synchronize the policies between the portal and the devices, you don't have a way to estimate how long it will take to deploy. You have some kind of gray area, where it can deploy in 30 minutes or three days."
"The reporting causes problems because we're trying to gather data to present to the management, but we can't get the data they request. If a user has removed an application from his device, but it won't report it at exactly the right time. It takes time to sync from the device to the portal. Let's say we are preparing a list or deck for the number of compliant devices that meet all of the organization's requirements. In a real-time scenario, that device could be compliant, but it is showing as non-compliant on the portal. It sometimes hampers the overall decisions that we make on our end."
"The most significant challenge is reporting and monitoring. The reporting accuracy for deploying applications and all aspects of Intune needs to be improved."
"An issue we have run into with Microsoft Endpoint Manager is that we cannot patch third-party products like Adobe and Chrome with it."
"Sometimes, updating a client policy is very difficult. This needs to be improved."
"Intune could add more Linux security features and more integration with on-prem devices. The application deployments can also 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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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 are not enough product partners in Turkey, making it difficult for me to get assistance."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"Customer support was better in the past. About two years ago, the response times became longer."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"It is time-consuming to add new users."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"The solution should be made more user-friendly."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
 

Pricing and Cost Advice

"While Microsoft Intune boasts a wide range of features, its user-friendliness and bundled licensing cost are key considerations for me."
"If you ask the accountant or the finance department, they'll tell you that it is way too expensive, but when I look at the cost and compare it with the value you actually get, it's more than fair."
"It comes with the E5 plan. We bought the E5 plan from Microsoft."
"Intune is available as an individual product, but it also comes with Office 365 Premium or an Enterprise license, and the price varies for each version."
"It is not a cheap solution. The price for a device when you start using it at a large scale can be improved. It is covered under our enterprise agreement. We pay once a year. I am not aware of any additional costs."
"The solution is cost-efficient."
"Its price is quite okay. I wish they provide certain additional features with the same license."
"The pricing needs improvement."
"The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing."
"We believe for the money, it is worth what you pay."
"The cost currently according to the client is a bit high for them."
"Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
"​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
"I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
"I would like to order more licenses. This would allow us to support more end users concurrently."
"We pay every year for the box, and there are no additional costs."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution's pricing is reasonable and not expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"TOPdesk's pricing is cheaper than Jira's."
"The solution is inexpensive compared to competitors."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
9%
Manufacturing Company
9%
Government
8%
Computer Software Company
19%
Financial Services Firm
11%
Government
9%
Manufacturing Company
9%
Educational Organization
25%
Computer Software Company
15%
Manufacturing Company
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

How does Microsoft Intune compare with VMware Workspace One?
Microsoft Intune is a great tool for managing a mobile device fleet while keeping access control. The solution makes ...
What are the pros and cons of Microsoft Intune?
Microsoft Intune is a great configuration management tool and has a lot of good things going for it. Here are some of...
How does Google Cloud Identity compare with Microsoft Intune?
Microsoft Intune offers not only an easy-to-deploy data protection and productivity management solution, but also ...
What do you like most about BeyondTrust Remote Support?
The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote...
What needs improvement with BeyondTrust Remote Support?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specif...
What advice do you have for others considering BeyondTrust Remote Support?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabiliti...
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
 

Also Known As

Intune, MS Intune, Microsoft Endpoint Manager
Bomgar Remote Support
No data available
 

Overview

 

Sample Customers

Mitchells and Buzzers, Callaway
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about Microsoft, TeamViewer, Citrix and others in Remote Access. Updated: June 2025.
861,390 professionals have used our research since 2012.