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."Remote Support 16.2 introduced Web Interface for Representative Console.with same functions as Desktop Console."
"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."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"This is a very secure product."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"We are benefiting by being able to put time to what our technicians are doing."
"You can customize it and make it work to the client's needs."
"It is easy to tell what needs fixing and the priority of things."
"Modules of integrated ITIL managers."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"As of late, I really like the BI functions."
"Lacks some kind of voice communication option."
"In the next release, I would like remote access to Chrome included."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"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."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"It doesn't yet have the ability to integrate with other products."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The API is very, very bad so we developed our own."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Clarity SM is ranked 22nd 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 and F5 BIG-IP Access Policy Manager (APM), whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), IBM Maximo and ManageEngine ServiceDesk Plus.
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