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."The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"This is a very secure product."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"Solution has a good UI."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"They've thought of everything in terms of features. It's got all the little drill-down details and capabilities to apply patches and other stuff like that. I don't use everything they offer but you can go wherever you want to take this tool. It's been around for a really long time. We try as much as possible to train our staff to take care of their own systems and train our customer staff to take care of their own systems. There's a little laser pointer feature that you can pull up on the screen and say, "No, over here, click on this." That's very educational. It's a simple thing but when you're trying to get people to take responsibility and learn to take care of their own infrastructure, being able to just point at something while you're viewing their screen, as well as, take over their screen, is very valuable."
"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."
"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 ability see iOS devices helps us out a lot because the majority of our users are iOS device users."
"LogMeIn is a remote tool that I use for remote solutions."
"It allows us to rapidly solve issues for our customers on a remote basis, regardless of the location of the customer."
"The desktop sharing allows our clients to demonstrate the issue they are having, and then allows us to provide remediation directly."
"it's very easy to use, it's very efficient."
"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."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Lacks remote support and privileged remote access in the one product."
"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."
"Technical support for this region can be improved."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"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."
"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 interface is not user-friendly. It looks a little outdated. I think the options are there. I think just the layout needs improvement."
"The app itself requires so many different updates and it requires us to rebuild it every time, and that's been a bit of a problem, over the last five years, in keeping it up to date for our clients."
"The billing team was poor when fixing their billing mistake and customer service was missing in action."
"They need to combine computer and mobile end-user support to be a more streamlined experience."
"I do wish there was an application to manage all of the admin properties of the subscription, rather than having to use the web portal."
"I would like to see a mobile client that would work on an iPad, so I do not always have to be on a PC or a full-blown Mac operating system."
"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."
"The solution’s pricing could be improved."
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 BMC Helix ITSM, whereas LogMeIn Rescue is most compared with GoToAssist, Microsoft Remote Desktop Services, TeamViewer, LogMeIn Central and TeamViewer Tensor. See our BeyondTrust Remote Support vs. LogMeIn Rescue report.
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