We performed a comparison between BeyondTrust Remote Support and SymphonyAI IT 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."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"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."
"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."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"This is a very secure product."
"Solution has a good UI."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion."
"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."
"Lacks remote support and privileged remote access in the one product."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SymphonyAI IT Service Management is ranked 23rd in IT Service Management (ITSM) with 5 reviews. BeyondTrust Remote Support is rated 9.0, while SymphonyAI IT Service Management is rated 7.8. 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 SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". 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 SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk.
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