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."You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"This solution has provided a way to manage request tracking and resolution."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The solution is free for up to five users."
"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."
"The management of this application is good."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"I am enjoying the report features, they are quite good."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"Lacks some kind of voice communication option."
"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 needs better Linux support. We have had issues with Ubuntu specifically."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"Although the learning curve is steep, the product is well-documented."
"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."
"I think asset management took a hit recently."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The product's asset management tool needs improvement."
"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."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
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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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