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.
One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues. Improved regional support timing would enhance the service.
Unit Manager | Management Systems and Automation at a tech services company with 1,001-5,000 employees
Real User
Jul 31, 2023
The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.
Business Development Specialist at Wire Speed Systems`
Real User
Nov 9, 2022
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.
Sales Engineer at a government with 201-500 employees
Real User
Oct 4, 2022
The solution should offer free training modules that focus on integrations for various servers, platforms, and devices. We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM.
Privilege Access Management Consultant at Integral Partners LLC
Consultant
Aug 17, 2022
The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.
It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great. In terms of features, it is a great tool. I don't see any area for improvement. It pretty much provides all the features that you need. I can't think of anything additional. It has everything that you could possibly want.
CTO Subject Matter Expert at a media company with 201-500 employees
Vendor
Apr 11, 2022
They currently don't have remote access control to Chromebooks, and I think they should start doing that. In the next release, I would like remote access control to Chrome included. You can see the screen but not control on Chromebooks
Global Endpoint Manager at a manufacturing company with 10,001+ employees
Real User
Jan 4, 2022
There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well. iOS interactive support would be a cool addition. Right now it's a non-interactive view. The licensing is very expensive.
Associate Security Engineer at a security firm with 11-50 employees
Real User
Sep 13, 2021
I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat.
Director CTO Office at a tech services company with 201-500 employees
Real User
Jun 21, 2021
I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.
Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees
Real User
May 24, 2021
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.
Project Manager at a financial services firm with 1,001-5,000 employees
Real User
May 24, 2021
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.
Sr VP fo Business Operations at Networking Technologies and Support, Inc.
Real User
Nov 22, 2020
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.
Cybersecurity Architect at a tech vendor with 1-10 employees
Real User
Apr 8, 2020
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.
BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.
BeyondTrust Remote Support FeaturesBeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:
Remote access and control: IT administrators have the...
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.
One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues. Improved regional support timing would enhance the service.
The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.
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.
The solution should offer free training modules that focus on integrations for various servers, platforms, and devices. We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM.
The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.
It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great. In terms of features, it is a great tool. I don't see any area for improvement. It pretty much provides all the features that you need. I can't think of anything additional. It has everything that you could possibly want.
They currently don't have remote access control to Chromebooks, and I think they should start doing that. In the next release, I would like remote access control to Chrome included. You can see the screen but not control on Chromebooks
There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well. iOS interactive support would be a cool addition. Right now it's a non-interactive view. The licensing is very expensive.
I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat.
I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.
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.
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.
Technical support for this region can be improved.
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.
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.