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."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 integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"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."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"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."
"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."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"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."
"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."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"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."
"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.
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