We performed a comparison between BeyondTrust Remote Support and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"Offers a secure method of access without having to install agents everywhere."
"Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"It has allowed us to quickly address the needs and issues of our end users."
"Great to be able to create customized forms."
"Developing processes is easy and user-friendly."
"Easy to use and user-friendly."
"The initial setup is pretty easy."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The dashboards in Jira have been the most useful feature."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The stability of JIRA Service Management is good."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"Technical support for this region can be improved."
"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."
"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."
"Lacks remote support and privileged remote access in the one product."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"I would like to see improvement in the ability to filter completed tasks."
"JSM's ability to handle large volumes of emails isn't great."
"I'd like to update the dashboard so that more features are available."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. BeyondTrust Remote Support is rated 9.0, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". 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 JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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