We performed a comparison between BeyondTrust Remote Support and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"I personally like the ability to share files with other machines."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"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 support team who are interfacing with us, are excellent. They are on time for any response."
"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."
"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"Technical support for this region can be improved."
"Although the learning curve is steep, the product is well-documented."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"The possibility to integrate a chatbot would take this product to the next level."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Serviceaide ChangeGear is ranked 31st in IT Service Management (ITSM). BeyondTrust Remote Support is rated 9.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". 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 Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
