We performed a comparison between BeyondTrust Remote Support and ConnectWise PSA based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."This is a very secure product."
"Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"The solution is stable."
"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."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The product has been pretty stable so far."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"It's a nice ticketing system."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"Contains every feature that a VAR or MSP would want."
"Lacks some kind of voice communication option."
"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."
"Technical support for this region can be improved."
"In the next release, I would like remote access to Chrome included."
"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."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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 chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"The speed could be better, and the reporting could be a lot better."
"It needs to be easier to share tickets between users who need to work together."
"The custom reporting needs to be improved."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"The tracking inventory or the way it tracks the products is not very good."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while ConnectWise PSA is ranked 1st in Professional Services Automation (PSA) with 19 reviews. BeyondTrust Remote Support is rated 9.0, while ConnectWise PSA is rated 8.2. 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 ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". 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 ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS.
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