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 has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"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."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"I like how it can be integrated and expanded with other ManageEngine products."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The management of this application is good."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"I like the catalog features and workflow. I also like the knowledge space."
"It's very easy to customize the tool to your business needs."
"I am enjoying the report features, they are quite good."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"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."
"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."
"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."
"Although the learning curve is steep, the product is well-documented."
"The possibility to integrate a chatbot would take this product to the next level."
"Technical support for this region can be improved."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The product needs to allow for implementation for other departments besides the IT help desk."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"I think asset management took a hit recently."
"Improvement is needed in the Software Assets Management functionality."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The solution’s reporting could be improved."
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BeyondTrust Remote Support is ranked 9th 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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