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."The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Offers a secure method of access without having to install agents everywhere."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"Incident Management is a good feature."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The GUI is very good."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"Technical support for this region can be improved."
"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."
"Although the learning curve is steep, the product is well-documented."
"The solution’s reporting could be improved."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The documentation could be improved."
"I think asset management took a hit recently."
"I would like to improve the task management module and analytics."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
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BeyondTrust Remote Support is ranked 7th 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 LogMeIn Pro, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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