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."This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"It has allowed us to quickly address the needs and issues of our end users."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"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 most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"I am enjoying the report features, they are quite good."
"There's no problem with the software."
"I like how it can be integrated and expanded with other ManageEngine products."
"The workflow automation is the most valuable feature of this solution."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"It ensures the tracking of all costs for end-user issues."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"In the next release, I would like remote access to Chrome included."
"Lacks remote support and privileged remote access in the one product."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"The product needs to allow for implementation for other departments besides the IT help desk."
"I would like to improve the task management module and analytics."
"The solution does not have an automated approach to integration with other ManageEngine products."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"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 solution’s reporting could be improved."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"The self-service feature for end users and the knowledge base need to be improved."
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BeyondTrust Remote Support is ranked 9th 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 SCSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM.
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