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."This product "just works" (without fail) and is dead-easy for clients to connect with."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"Solution has a good UI."
"This is a very secure product."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"It helps when you have an incident or performing a problem change management process."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The database and the power that is driven behind the database."
"Scalability is very good. We have scaled to more users and more functionality."
"The solution's back-end architecture is very good for end users."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"Although the learning curve is steep, the product is well-documented."
"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."
"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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"I would like to see the API cleaned up."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The API is very, very bad so we developed our own."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while Clarity SM is ranked 18th 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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