We performed a comparison between BeyondTrust Remote Support and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"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 solution is stable."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Scalability is very good. We have scaled to more users and more functionality."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The UI is very user-friendly."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"The API is very, very bad so we developed our own."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"If I had to choose, it would be more around the user interface than the mobile experience."
"It doesn't yet have the ability to integrate with other products."
"We would like more information about all the configurations that we have on our infrastructure side."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews. BeyondTrust Remote Support is rated 9.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and ManageEngine ServiceDesk Plus, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.