We performed a comparison between BeyondTrust Remote Support and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration."
"The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool."
"It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"It has a straightforward setup. Bomgar has created a simple, lightweight deployment process."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is the reports."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Change management is the most critical feature."
"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."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"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."
"Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."
"I would also like to see better support of Apple devices while using a Windows remote support console."
"Lacks some kind of voice communication option."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"An operator is also a user but requires creating two different records."
"It is time-consuming to add new users."
"The solution's change management could be better."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"Change management implementation, facility management, and making reservations on assets can be improved."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BeyondTrust Remote Support is rated 9.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". 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 TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne.
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.
