We performed a comparison between BeyondTrust Remote Support and Freshdesk 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."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
"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."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The UI is easy to use."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Omnichannel is one of the most valuable features of the solution."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"Lacks some kind of voice communication option."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"The possibility to integrate a chatbot would take this product to the next level."
"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 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."
"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."
"It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like on-the-go translation,"
"It should enhance its service and its reporting capabilities."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews. BeyondTrust Remote Support is rated 9.0, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
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