We performed a comparison between BeyondTrust Remote Support and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime."
"The remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled."
"Solution has a good UI."
"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 is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"You can't compete with TeamViewer or any other similar products. It's completely in a class of its own."
"It has allowed us to quickly address the needs and issues of our end users."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."
"Technical support for this region can be improved."
"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."
"Although the learning curve is steep, the product is well-documented."
"The possibility to integrate a chatbot would take this product to the next level."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"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."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM). BeyondTrust Remote Support is rated 9.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". 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 Hornbill Systems Supportworks is most compared with ServiceNow.
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