We performed a comparison between BeyondTrust Remote Support and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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."
"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."
"I personally like the ability to share files with other machines."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"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 solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either."
"I am enjoying the report features, they are quite good."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The solution offers a lot of opportunities for integrations."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"There are a lot of great templates that you can take advantage of."
"The strength is its pricing. It is easy to use."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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."
"Lacks remote support and privileged remote access in the one product."
"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."
"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."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"Lacks some flexibility in the configuration of workflows."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"The timing reporting module, and how it's used is a bit difficult to understand."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The interface is not the best. The user interface could be more intuitive."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BeyondTrust Remote Support is rated 9.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and SCSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM.
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