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."The solution is stable."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"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."
"it's very easy to use, it's very efficient."
"We are able to quickly and easily get clients connected to our triage techs which allows us to resolve issues much more quickly, and with little stress."
"It allows us to rapidly solve issues for our customers on a remote basis, regardless of the location of the customer."
"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."
"The time it takes to troubleshoot one of our users is cut significantly."
"It is very stable. It adjusts to bandwidth very well."
"Customer satisfaction went up by 40 percent and productivity for my staff went up by 30 percent."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great."
"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."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"Lacks some kind of voice communication option."
"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."
"Lacks remote support and privileged remote access in the one product."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"The interface is not user-friendly. It looks a little outdated. I think the options are there. I think just the layout needs improvement."
"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."
"We are currently supporting Linux, but there are certain limitations. We are currently working on improving Linux support and addressing certain limitations in the roadmap."
"Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product?"
"The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved."
"The pricing, is a little on the high end but it's proven itself to be worth it for sure."
"I occasionally need to reboot my computer after using LogMeIn, due to an issue with IE. It stops responding to keyboard input every once in a while, after disconnecting from a session. A reboot resolves it."
"They need to improve their technical support."
BeyondTrust Remote Support is ranked 7th 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 ConnectWise ScreenConnect, whereas LogMeIn Rescue is most compared with GoToAssist, Microsoft Remote Desktop Services, TeamViewer, LogMeIn Central and Splashtop Remote Support. See our BeyondTrust Remote Support vs. LogMeIn Rescue report.
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