We performed a comparison between BeyondTrust Remote Support and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"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."
"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."
"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."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"It is the most stable product in the market."
"The in-service catalog is quite useful."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"Logging every action in Service Desk Manager (SDM)."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We are benefiting by being able to put time to what our technicians are doing."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It's fairly easy to use, from a UI standpoint."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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."
"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."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"In the next release, I would like remote access to Chrome included."
"Lacks remote support and privileged remote access in the one product."
"Although the learning curve is steep, the product is well-documented."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"I would like to see the API cleaned up."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"One area that this product can improve is in the mobile user aspect."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"The product needs to have a better user experience in the interface and mobile functionality."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 20th in IT Service Management (ITSM) with 107 reviews. BeyondTrust Remote Support is rated 9.0, while Clarity SM 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and BMC Helix ITSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and ManageEngine ServiceDesk Plus.
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