Anonymous UserDirector CTO Office at a tech services company
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"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."
"Offers a secure method of access without having to install agents everywhere."
"Solution has a good UI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"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."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"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."
"Lacks some kind of voice communication option."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
"We pay every year for the box, and there are no additional costs."
"It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost. Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
Earn 20 points
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.
BeyondTrust Remote Support is ranked 5th in Remote Access with 7 reviews while TOPdesk is ranked 19th in Help Desk Software with 3 reviews. BeyondTrust Remote Support is rated 8.6, while TOPdesk is rated 7.6. 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 TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". BeyondTrust Remote Support is most compared with TeamViewer, Microsoft Remote Desktop Services, BeyondTrust Privileged Remote Access, ConnectWise Control and Citrix Virtual Apps and Desktops, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Freshservice and Device42.
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