We performed a comparison between BeyondTrust Remote Support and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The support team who are interfacing with us, are excellent. They are on time for any response."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"It has allowed us to quickly address the needs and issues of our end users."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"This is a very secure product."
"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 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."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"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."
"It is an easy-to-use solution."
"Change management is the most critical feature."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of this solution is the incident management module."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"The possibility to integrate a chatbot would take this product to the next level."
"Lacks some kind of voice communication option."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"Technical support for this region can be improved."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"The solution's change management could be better."
"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."
"An operator is also a user but requires creating two different records."
"Change management implementation, facility management, and making reservations on assets can be improved."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while TOPdesk is ranked 20th in Help Desk Software with 8 reviews. BeyondTrust Remote Support is rated 9.0, while TOPdesk 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". 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 TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, BMC Helix ITSM and NinjaOne.
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