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."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"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 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."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"It ensures the tracking of all costs for end-user issues."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"I am enjoying the report features, they are quite good."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I rate the solution a ten out of ten for scalability."
"I like the catalog features and workflow. I also like the knowledge space."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"Although the learning curve is steep, the product is well-documented."
"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 possibility to integrate a chatbot would take this product to the next level."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"The interface is not the best. The user interface could be more intuitive."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"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."
"There's no native integrations between the systems."
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BeyondTrust Remote Support is ranked 7th 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 LogMeIn Pro, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk.
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