We performed a comparison between BeyondTrust Remote Support and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"Solution has a good UI."
"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."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"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."
"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us."
"Omnichannel is one of the most valuable features of the solution."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is very easy to make reports."
"It is quite easy to program custom apps and integrate them."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"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."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"In the next release, I would like remote access to Chrome included."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"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 is not the best. It could be much, much better and offer better support to users."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Asset management and branding are two areas in the solution that have scope for improvement."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like on-the-go translation,"
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Freshdesk is ranked 1st in Customer Experience Management with 27 reviews. BeyondTrust Remote Support is rated 9.0, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". 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 Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM.
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