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."We rarely need support for anything, but when we do, they are on it and always helpful."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"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."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"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."
"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."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"The UI is very user-friendly."
"We can search open and closed cases to find what we have done in other incidents."
"It's fairly easy to use, from a UI standpoint."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"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."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"There are some issues regarding the knowledge base and the configuration manager."
"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."
"I would like to see the API cleaned up."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"The monitoring tool is in need of improvement."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"Compared to some of the other products, I think we are bit behind."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 21st 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.
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