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 has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"Solution has a good UI."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It has allowed us to quickly address the needs and issues of our end users."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"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."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"It is very easy to make reports."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Technical support is outstanding."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"Omnichannel is one of the most valuable features of the solution."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The UI is easy to use."
"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."
"Technical support for this region can be improved."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"I would like to see a little bit more color in the solution."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Freshdesk is ranked 2nd 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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