We performed a comparison between BeyondTrust Remote Support and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"This is a very secure product."
"Offers a secure method of access without having to install agents everywhere."
"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."
"We are able to be more effectively connected to computers and servers all over the world."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of this solution is the incident management module."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its ITSM approach is quite useful."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Change management is the most critical feature."
"It is an easy-to-use solution."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"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."
"In the next release, I would like remote access to Chrome included."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"It is time-consuming to add new users."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"The solution's change management could be better."
"An operator is also a user but requires creating two different records."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BeyondTrust Remote Support is rated 9.0, while TOPdesk 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". 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 TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne.
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