We performed a comparison between BeyondTrust Remote Support and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"Offers a secure method of access without having to install agents everywhere."
"The solution is stable."
"I personally like the ability to share files with other machines."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"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."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"Technical support for this region can be improved."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"Lacks remote support and privileged remote access in the one product."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"The solution's change management could be better."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"Change management implementation, facility management, and making reservations on assets can be improved."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BeyondTrust Remote Support is rated 9.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". 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 TOPdesk is most compared with ServiceNow, Freshdesk, JIRA Service Management, Zendesk and NinjaOne.
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