We performed a comparison between BeyondTrust Remote Support and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."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."
"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."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"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 most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"The support team who are interfacing with us, are excellent. They are on time for any response."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"It's very convenient to use."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The initial setup is simple and straightforward."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It's a very stable tool, very powerful."
"The possibility to integrate a chatbot would take this product to the next level."
"The screen annotation tools could be expanded. I would like to see a text/typing annotation tool."
"I would like to see more integration with iOS devices along with better connectivity and communication with these devices."
"The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then."
"Lacks remote support and privileged remote access in the one product."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"iOS interactive support would be a cool addition. Right now it's a non-interactive view."
"The price of the solution should be reduced."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The support team is time-consuming, and they don't find the answer to our problem."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution itself wasn't easy to set up."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. BeyondTrust Remote Support is rated 9.0, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". 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 Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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.
