We performed a comparison between BeyondTrust Remote Support and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"This is a very secure product."
"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 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."
"I personally like the ability to share files with other machines."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Depending on the size of your organization, is pretty standard and useful."
"It is a stable solution. My company hasn't faced any problems with the solution."
"You can just register and within five to minute minutes, you are ready to go."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"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."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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 screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"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."
"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."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BeyondTrust Remote Support is rated 9.0, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". 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 Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
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