We performed a comparison between BeyondTrust Remote Support and LogMeIn Rescue 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."It has allowed us to quickly address the needs and issues of our end users."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"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 solution is stable."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"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."
"I personally like the ability to share files with other machines."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The time it takes to troubleshoot one of our users is cut significantly."
"Being able to transfer files quickly and easily via the remote file manager."
"It has a feature that, when you take over the machine, you can get into the system administrator level. We’re able to tweak things on the machine as if we’re sitting there."
"it's very easy to use, it's very efficient."
"The tech support person I spoke to was very knowledgeable about the product, and was straightforward with me about its capabilities. There was no fluff about the product. They basically said this is not available now and we're hoping to have it available in the third or fourth quarter. It was nice to talk to someone who was straightforward and knew about the product."
"If an issue happens, we're able to log in at the time that it happens and address it , so there's minimal downtime."
"No issues with scalability. It is a fairly simple model. If I wanted to add five more, I would just buy five more people and licenses, apply the program to their computers, and give them their login."
"I tried different software out there and LogMeIn Rescue has the best compatibility. Something else might work, but you have conflict with so many networks. LogMeIn has the best ratio of almost 99% connection. Whereas, with some other software, you are lucky if you get 80%."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"Lacks some kind of voice communication option."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"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."
"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."
"In the next release, I would like remote access to Chrome included."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"Secondly, the product needs improvement on mobile interfaces because on mobile devices it doesn't perform very well. On computers, it is good, with desktops, laptops, it is good. Sometimes iPad is good, but going with other devices, like Android or Windows on smart phones, it's always a problem."
"it needs better iOS integration. It's still limited in its functionality when it comes to iOS. Currently, when you do something other than iOS, you're not able to take control of what's going on; instead of having to tell the user, "Click here, click there," I would like to have full control over an iOS device."
"The billing team was poor when fixing their billing mistake and customer service was missing in action."
"The solution’s pricing could be improved."
"I wish this product was tied to a Help Desk package so I could manage tickets and have an infrastructure, with this being the primary tool to troubleshoot."
"Their ability to support mobile has been really problematic. I've seen other products that have done a better job in supporting mobile products. LogMeIn has just never been able to come up to par there, and that would be a detractor. They've been talking about supporting mobile for 10-plus years, and I really haven't seen any improvement on that."
"I would like a single sign on for all of our (five) accounts so that I can immediately use an available seat. Right now, I have to try to log in with each account separately, in an attempt to find an available license that is not currently in use."
"They need to combine computer and mobile end-user support to be a more streamlined experience."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while LogMeIn Rescue is ranked 13th in Remote Access with 20 reviews. BeyondTrust Remote Support is rated 9.0, while LogMeIn Rescue is rated 9.0. 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 LogMeIn Rescue writes "Easy setup and effective support ". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and ConnectWise ScreenConnect, whereas LogMeIn Rescue is most compared with GoToAssist, Microsoft Remote Desktop Services, TeamViewer, LogMeIn Central and Splashtop Remote Support. See our BeyondTrust Remote Support vs. LogMeIn Rescue report.
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