We performed a comparison between BeyondTrust Remote Support and Microsoft Remote Desktop Services 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 would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"It has allowed us to quickly address the needs and issues of our end users."
"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."
"The solution is really fast."
"The solution now includes a multi-screen feature which is great."
"The solution is easy to deploy and there are many features available that you can turn on or off depending on your budget."
"The most valuable feature is performance."
"The product is stable."
"The solution is stable."
"It's largely stable."
"It's simple and easy to use."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"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 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."
"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."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The performance depends on connectivity."
"The initial setup of Microsoft Remote Desktop Services is not the easiest. You need to have a certain understanding of how Microsoft is provisioning the solution to be able to set it up and use it."
"Users have to re-enter their ID and password every time they log on, which is tedious and repetitive."
"The product is not very scalable."
"Its look and feel could be updated. In Azure Remote Desktop Services (RDS), which is a VDI solution, we would like to see linked clones. It is a Hyper-V solution, and it doesn't support linked clones and uses a lot of storage. That's why we don't use it. VMware has a similar solution that supports linked clones for the master image."
"There are times I get disconnected from the service and when one or two attempts to establish a remote connection. Microsoft should show where the problem is, I have to find it by myself."
"The solution is unsuitable for direct external internet connections. You must set up a VPN and password handling to use it."
"Sometimes the server stops working, and we don’t know why. Occasionally we’ll get a message to the effect of "There is no remote license.""
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Microsoft Remote Desktop Services is ranked 2nd in Remote Access with 76 reviews. BeyondTrust Remote Support is rated 9.0, while Microsoft Remote Desktop Services 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 Microsoft Remote Desktop Services writes "Easy to set up and reliable, but needs an additional control panel". BeyondTrust Remote Support is most compared with TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM), LogMeIn Pro and TeamViewer Tensor, whereas Microsoft Remote Desktop Services is most compared with TeamViewer, VMware Horizon, Citrix Workspace, VMware Workstation and Citrix DaaS (formerly Citrix Virtual Apps and Desktops service). See our BeyondTrust Remote Support vs. Microsoft Remote Desktop Services report.
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