We performed a comparison between BeyondTrust Remote Support and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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."
"Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"I personally like the ability to share files with other machines."
"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."
"Our Change Management and Incident Management processes have been greatly improved."
"It's a very integrated solution."
"With service requests, we have been able to give visibility to the business users."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The solution can perform well for large-sized companies."
"It's one of the top solutions on the market for ITSM capabilities."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"In general, for incident management, it's okay."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"Lacks remote support and privileged remote access in the one product."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"Lacks some kind of voice communication option."
"Although the learning curve is steep, the product is well-documented."
"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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Needs less infrastructure requirements."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The amount of software issues are still too big, even considering the complexity of the tool."
"I would also love to see consistency across all consoles."
"It takes a long-time to plan and deploy the on-premise solution."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BeyondTrust Remote Support is rated 9.0, while BMC Helix ITSM 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 BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and Microsoft Intune, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud.
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