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What needs improvement with BeyondTrust Remote Support?

Julia Frohwein - PeerSpot reviewer
Senior Director of Delivery at PeerSpot (formerly IT Central Station)

Please share with the community what you think needs improvement with BeyondTrust Remote Support.

What are its weaknesses? What would you like to see changed in a future version?

PeerSpot user
55 Answers

reviewer1512810 - PeerSpot reviewer
Top 5Real User

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. In Apple's case, we're going to have Apple that's restricting that, but it would be nice to be able to remotely control someone's phone so that we could provide greater assistance in troubleshooting.

Nestor Mauricio PenaTorres - PeerSpot reviewer
Top 5LeaderboardReal User

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.

Milos Tolpa - PeerSpot reviewer
Top 5LeaderboardReseller

Technical support for this region can be improved.

MARK BRANDON - PeerSpot reviewer
Top 10Real User

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.

reviewer1037646 - PeerSpot reviewer
Top 5Real User

It's just a trade-off, not a complaint, that they could never put voice into it. 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. It's no big deal. You have more sessions, you don't really need the voice part of it. It's just a convenience. Other than that, it is a de-facto standard whether you like it or not. It should have more integration with CyberArk. Of course, that's an open-ended statement. The reason being is because Bomgar, or now BeyondTrust, also sells something similar to CyberArk. CyberArkk has the largest market share. It doesn't seem that BeyondTrust will provide any knowledge base or integration for customers to integrate BeyondTrust with CyberArk. But from a partner concern, oftentimes we have customers using CyberArk. They ask us to provide professional services to integrate both. Then we have to work on our own without vendor support.

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BeyondTrust Remote Support
June 2022
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