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."We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"It has allowed us to quickly address the needs and issues of our end users."
"We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"Solution has a good UI."
"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."
"The initial setup was straightforward and simple. We did not have any training. We just installed it and were able to use it right away."
"No issues with scalability. It is a fairly simple model. If I wanted to add five more, I would just buy five more people and licenses, apply the program to their computers, and give them their login."
"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 desktop sharing allows our clients to demonstrate the issue they are having, and then allows us to provide remediation directly."
"Instead of trying to walk-through a user on how to fix their computer, we just log in, do it, and move on to the next case."
"It is very stable. It adjusts to bandwidth very well."
"The most valuable feature is the ability for people to use LogMeIn's app that we install with our software, to bring us online with one click, so we can view their computer screens. It's easy and a lot of folks like it."
"For people whose computers we maintain, we can have those computers on file. Without having somebody to invite us, we can actually log in automatically, and that’s unlimited."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"Technical support for this region can be improved."
"Although the learning curve is steep, the product is well-documented."
"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."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Their ability to support mobile has been really problematic. I've seen other products that have done a better job in supporting mobile products. LogMeIn has just never been able to come up to par there, and that would be a detractor. They've been talking about supporting mobile for 10-plus years, and I really haven't seen any improvement on that."
"The billing team was poor when fixing their billing mistake and customer service was missing in action."
"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."
"They need to improve their technical support."
"They need to combine computer and mobile end-user support to be a more streamlined experience."
"I wish this product was tied to a Help Desk package so I could manage tickets and have an infrastructure, with this being the primary tool to troubleshoot."
"it needs better iOS integration. It's still limited in its functionality when it comes to iOS. Currently, when you do something other than iOS, you're not able to take control of what's going on; instead of having to tell the user, "Click here, click there," I would like to have full control over an iOS device."
"Support to remotely control more mobile devices' screens is desperately needed. It is sad to see how long this product has been out and how many phones are still not supported for, specifically, remote screen control."
BeyondTrust Remote Support is ranked 9th 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 Check Point Remote Access VPN, whereas LogMeIn Rescue is most compared with GoToAssist, Microsoft Remote Desktop Services, TeamViewer, VNC Connect and TeamViewer Tensor. See our BeyondTrust Remote Support vs. LogMeIn Rescue report.
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