We performed a comparison between BeyondTrust Remote Support and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"Solution has a good UI."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"This is a very secure product."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Technical support is outstanding."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"In the next release, I would like remote access to Chrome included."
"Although the learning curve is steep, the product is well-documented."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"Lacks some kind of voice communication option."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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 is not the best. It could be much, much better and offer better support to users."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"It should enhance its service and its reporting capabilities."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while Freshdesk is ranked 4th in Customer Experience Management with 27 reviews. BeyondTrust Remote Support is rated 9.0, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". 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 Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
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