Compare BeyondTrust Remote Support vs. JIRA Service Desk

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Most Helpful Review
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: January 2021.
456,966 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.""The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either.""This is a very secure product."

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"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

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Cons
"It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice.""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."

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"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""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."

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Pricing and Cost Advice
"The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing.""I would prefer that it was more affordable."

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"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product."

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Questions from the Community
Top Answer: You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.
Top Answer: It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of… more »
Top Answer: Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do… more »
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Ranking
7th
out of 32 in Remote Access
Views
4,816
Comparisons
2,958
Reviews
2
Average Words per Review
844
Rating
9.0
Views
8,776
Comparisons
7,117
Reviews
18
Average Words per Review
550
Rating
7.8
Popular Comparisons
Compared 28% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Bomgar Remote Support
Learn
BeyondTrust
Atlassian
Overview

BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for organizations that need to securely access and support any device or system, anywhere in the world. Technicians using Remote Support can quickly connect to, view, and control remote systems and devices, chat and collaborate with end-users or other technicians, all while improving remote access security. Organizations in all vertical markets around the globe use Remote Support to deliver superior support services and reduce threats to valuable data and systems. BeyondTrust is privately held and headquartered in Atlanta, GA with offices and channel partners around the world. Connect with BeyondTrust at www.beyondtrust.com, the BeyondTrust Blog, or on Facebook, Twitter and LinkedIn. Get a free trial of Remote Support at https://www.beyondtrust.com/remote-support/trial.

JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about BeyondTrust Remote Support
Learn more about JIRA Service Desk
Sample Customers
InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporationmgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
REVIEWERS
Consumer Goods Company17%
University17%
Financial Services Firm11%
Manufacturing Company11%
VISITORS READING REVIEWS
Computer Software Company27%
Government11%
Comms Service Provider10%
Educational Organization9%
REVIEWERS
Computer Software Company38%
Retailer25%
Transportation Company13%
Insurance Company13%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider21%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business31%
Midsize Enterprise23%
Large Enterprise46%
REVIEWERS
Small Business61%
Midsize Enterprise13%
Large Enterprise26%
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: January 2021.
456,966 professionals have used our research since 2012.

BeyondTrust Remote Support is ranked 7th in Remote Access with 3 reviews while JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 18 reviews. BeyondTrust Remote Support is rated 9.0, while JIRA Service Desk is rated 7.8. The top reviewer of BeyondTrust Remote Support writes "Easy to deploy, has good performance, good pre and post-sales support, and is an undisputed global leader". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, Check Point Remote Access VPN and ServiceNow, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and Zendesk Guide.

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We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.