We performed a comparison between BeyondTrust Remote Support and TeamViewer based on real PeerSpot user reviews.
Find out in this report how the two Remote Access solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"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 most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"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."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"TeamViewer is fast and easy to manipulate."
"TeamViewer is a scalable solution."
"With an image, you can see immediately what's going on. You can run some tests. Without the solution, you need to do everything by telephone. It's not even thinkable."
"It was worth the investment. You can do file transfers and video calls with it. You can do a lot of copy paste stuff. E.g., if I have a file and want to place it on somebody's machine, I can just copy it off of mine and paste it right on their machine. I don't have to put it in a Dropbox account and have them log into it to pull it off. I can do all that right through TeamViewer. When you're looking at the TeamViewer screen, you think you are working on your own machine."
"I like that it helped a lot, even with low bandwidth network connectivity. For example, while I was traveling, sometimes there were requirements for me to join a TeamViewer session and provide technical support. I was able to do that without much of an issue. It is also a secure solution."
"We also use it a lot for remote site assistance. We've set up our internal authentication for unattended access to our remote sites. That makes it very easy and convenient to remotely connect with our users and our client machines whenever we need to. It's set as a direct, secure connection. As long as the station has internet access, we can see it and it makes remote support very simple."
"The solution is scalable."
"Getting started with TeamViewer was easy, with a very straightforward usage"
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"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."
"The support could improve their speed."
"Voice communication and screen communication or face-to-face communication could be improved."
"I didn't like the fact that you had to install a client for remote support. If you didn't install the client, you were very limited in terms of what you could do. For a whole enterprise, it is just not an easy task to install a client on everything. Even if you're using SCCM, it is an undertaking. For transient clients that you don't necessarily support a hundred percent of the time, it would be nice to be able to connect to them and support their issues without having to install something on their machines. In my previous company, we were looking at this solution as being a collaborative tool for the enterprise in terms of video conferencing, calling, and scheduling. They were working on bringing a bunch of products together to make their suite a little more integrated, but it really wasn't at the point where we wanted it to be in terms of integration. We looked at it, reviewed it, and tested it out a bit. We then decided to go with Microsoft Teams. It has the clunkiness of having separate modules that aren't totally integrated. There are different methods for doing different things, which makes it a little bit more complicated. There should be the same way whether you are doing remote support or just calls."
"Support for mobile devices from Linux has been missing since the Native client was rolled out. This was a nice option, especially when trying to walk somebody who was struggling to understand something on their phone."
"I can use up to three computers, but sometimes I have four. So, it would be nice to have at least four computers."
"TeamViewer could improve by having a cloud version. Having the solution on the system could cause some cyber security concerns with data."
"Every now and then you'll get a silent crash and you relaunch the application. But it happens no more than with anything else in the Windows environment."
"One thing I have noticed is that TeamViewer does not work so well when the machine you are trying to connect to remotely is not running the same version as your machine."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while TeamViewer is ranked 1st in Remote Access with 85 reviews. BeyondTrust Remote Support is rated 9.0, while TeamViewer is rated 8.6. 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 TeamViewer writes "Solid cross-platform remote control, but with kludgy central management and some serious feature issues on macOS". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM), LogMeIn Pro and TeamViewer Tensor, whereas TeamViewer is most compared with TeamViewer Tensor, Microsoft Remote Desktop Services, Parallels Access, ISL Online and Webex. See our BeyondTrust Remote Support vs. TeamViewer report.
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