We performed a comparison between BeyondTrust Remote Support and TeamViewer based on real PeerSpot user reviews.
Find out in this report how the two Remote Access solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"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."
"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 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."
"This is a very secure product."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"With an image, you can see immediately what's going on. You can run some tests. Without the solution, you need to do everything by telephone. It's not even thinkable."
"The solution is scalable."
"The most valuable feature is you do not need to know the Windows username and password to connect and see the staff screen."
"The most valuable feature has been the ability to give control to others for support purposes."
"The most valuable feature of TeamViewer is the ability to remote into another device."
"Ease of use was the number-one thing. It's an industry leader for ease of use, specifically on the client-side, which is the absolutely critical thing. If I want to connect to somebody, how easily can I — without seeing their computer — walk them through the steps to install it to a point where I can key in the code and help them resolve their situation?... TeamViewer is just a dead-solid, easy answer."
"TeamViewer is fast and easy to manipulate."
"It's very beneficial and time effective on how we are able to provide quick support. We've quadrupled our effectiveness as an IT support because we have cut down all that unnecessary travel time, even between floors."
"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."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"Although the learning curve is steep, the product is well-documented."
"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."
"Technical support for this region can be improved."
"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."
"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."
"We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM."
"We'd like to be able to work from mobile to desktop and vice versa. We'd like more mobility."
"The security could improve in TeamViewer."
"You can't configure multiple, unattended control passwords on the Mac. On the Mac, there's only one. On Windows, there are multiple unattended control passwords. I have people in different departments. My infrastructure people need to control a server and my developers may need to go into that same server. But I don't want them to have the same password... on the Mac, it can be done but it's extremely clunky and problematic."
"On occasion, when remote connection process can't connect to a machine, the error messages aren't always helpful to tell you why you can't connect, as the message doesn't help troubleshoot whether it is too slow, too much interference, etc. I usually have to run to another computer and figure out what is going on, then restart it. The diagnostics could be improved."
"I'm not sure if they provide good quality audio alongside screensharing."
"It's pretty limited on the options they have."
"This solution could be improved by offering more flexibility in terms of usage."
"The file transfer functionality crashes sometimes."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while TeamViewer is ranked 1st in Remote Access with 84 reviews. BeyondTrust Remote Support is rated 9.0, while TeamViewer is rated 8.6. 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 TeamViewer writes "Solid cross-platform remote control, but with kludgy central management and some serious feature issues on macOS". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM), LogMeIn Pro and LogMeIn Rescue, whereas TeamViewer is most compared with TeamViewer Tensor, Microsoft Remote Desktop Services, Parallels Access, ISL Online and Webex. See our BeyondTrust Remote Support vs. TeamViewer report.
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We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
