Compliance and regulations are primary use cases. Customers want to have control for all administrators and mainly want to control user and administrator access across all systems. These are a few main use cases.
BeyondTrust
BeyondTrust CorporationExternal reviews
330 reviews
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Secure access monitoring has strengthened compliance controls but pricing still needs improvement
What is our primary use case?
How has it helped my organization?
BeyondTrust Remote Support mainly supports us in selling to customers and gives us the chance to become more familiar with the solution.
The pre-recording feature is mainly for customers to identify anything suspicious and gather evidence for user access. This is one of the main advantages we are selling to our customers.
What is most valuable?
Session monitoring is valuable for users to record whatever actions administrators perform within the system. Management can easily understand the working level and ensure that no suspicious activities occur.
Just-in-time access is another feature that lets vendors or outsiders have certain access during a specified period of time. This helps ensure secure access for users who have third-party vendors involved.
BeyondTrust Remote Support can be integrated with ITSM for ticketing creation and SIEM integration as well.
What needs improvement?
Pricing needs to be changed as this is a very expensive solution. Compared to other brands, this solution is pricey.
Feature-wise, BeyondTrust Remote Support is one of the better solutions compared to others because it offers multiple deployment methods. However, the main con is the pricing. My customers have budget constraints, so pricing is a pain point for them.
For how long have I used the solution?
Three years.
What do I think about the stability of the solution?
The proof of concept is quite straightforward and easier to configure. BeyondTrust Remote Support provides a really good guide to follow.
What do I think about the scalability of the solution?
Scaling is expensive, and the requirements of customers who deploy are quite large with significant specifications. Customers must control their own resources to meet the specification requirements of the master server.
How are customer service and support?
During the proof of concept, BeyondTrust Remote Support principal has been helpful when we have issues. They provide advice and knowledge base resources for us to reference.
Which solution did I use previously and why did I switch?
My company is a system integrator that sells solutions to our customers.
How was the initial setup?
The customer prepares the environment for installation. Deployments have been done on Azure and Alibaba Cloud.
Which other solutions did I evaluate?
We work with multiple solutions. One of them is MasterSAM.
What other advice do I have?
I have been selling privileged access management based on my past experience. So far, the solution is quite good and I cannot think of features that would be missing. The overall review rating for this solution is seven out of ten.
Centralized Access to Client VMs with an Intuitive UI/UX
What do you like best about the product?
I can jump to all aor clients VMs in a centralized way with a very intuitive UI/UX.
What do you dislike about the product?
It can be quite difficult to configure the first time.
What problems is the product solving and how is that benefiting you?
Access all our clients VMs on a centralized interface.
Reliable Firewall-Friendly Access, But Hard to Justify the High Cost
What do you like best about the product?
It works through firewalls without requiring complex VPN setups, which makes it easy to access remote systems reliably across different networks.
What do you dislike about the product?
It’s significantly more expensive than many consumer or mid-market remote support tools.
What problems is the product solving and how is that benefiting you?
A lot of remote access tools are insecure. They often require open firewall ports or end up exposing plain-text passwords to technicians, which creates a huge attack surface for hackers.
Consistent Remote Support solution but upgrades could be challenging
What do you like best about the product?
The remote support app worked well and provided a consistent experience to both end user and the technician
What do you dislike about the product?
There was a time of increased security vulnerabilities and challenges to upgrade which were a risk
What problems is the product solving and how is that benefiting you?
We needed to support a variety of workstations both managed and unmanaged by our organization
Robust Security and Seamless Cross-Platform Remote Support
What do you like best about the product?
The best thing about BeyondTrust Remote Support is its robust security and seamless connectivity across multiple platforms without needing a VPN. I love how it handles privilege elevation and credential injection, making complex troubleshooting feel incredibly smooth and professional. The automated session recording and detailed audit logs also provide great peace of mind for compliance and internal tracking.
What do you dislike about the product?
The interface can feel a bit dated and overwhelming at first, especially for new technicians who have to navigate through deep sub-menus. The licensing cost is significantly higher than other remote desktop tools, which makes it hard to justify for smaller IT teams. Additionally, the mobile app experience isn't as fluid as the desktop version, sometimes lagging during critical troubleshooting sessions.
What problems is the product solving and how is that benefiting you?
BeyondTrust Remote Support solves the challenge of securely accessing unattended servers and employee devices across different networks without a VPN. This benefits me by drastically reducing troubleshooting time and allowing me to provide instant support to remote users regardless of their location. Additionally, the centralized audit logs and credential injection ensure that we maintain high security standards and compliance without slowing down our workflow.
Remote Support
What do you like best about the product?
I like the easy connection with users, the event logging, and the session storage of BeyondTrust Remote Support. Session storage is particularly useful for the client process in case of issues with deleted files or unauthorized changes.
What do you dislike about the product?
advance the application's permissions process
What problems is the product solving and how is that benefiting you?
I use BeyondTrust Remote Support for nationwide printing support, connecting remotely to install drivers and resolve configurations such as IP changes. Its session storage helps us manage issues with deleted files or unauthorized changes.
Powerful Shell Access and File Transfers, but UI and Documentation Need an Update
What do you like best about the product?
I like the functionality that lets me connect and work behind the scenes directly in the shell, or transfer files without having to take over someone else’s mouse and keyboard. I also appreciate being able to have the API handle jump client group joins.
What do you dislike about the product?
The UI feels a bit dated and stale. The documentation also leaves a lot to be desired, especially when you’re standing it up or trying to implement new features. Performance is generally pretty good, but it does hitch at times, and the lack of AI functionality within remote support is disappointing.
What problems is the product solving and how is that benefiting you?
It lets me connect to end users remotely and help them get their computers fixed and running again.
Reliable secure access without the VPN headache
What do you like best about the product?
Honestly, the best part is the granular access control and not having to deal with a VPN for secure connections. It makes the workflow much smoother, and the platform is incredibly stable. Also, the audit logs are a lifesaver for our compliance needs, giving us total peace of mind regarding security.
What do you dislike about the product?
The admin interface is a bit complex to navigate at first, so it takes some time to get used to it. Also, it can be a bit pricey for smaller teams, and the console sometimes feels a little heavy on resources when you're running several sessions at once.
What problems is the product solving and how is that benefiting you?
It makes it much easier to support remote users and vendors securely. The best part is that it works perfectly even through strict firewalls, which saves me a lot of time and hassle when I need to fix things remotely.
Powerful Remote Support with Minor Connectivity Issues
What do you like best about the product?
I like that I can remotely access laptops, desktops (both Windows and MACs), and cellphones. It's helpful that when I remote into any device and have the right admin access, I can do almost everything. I also appreciate being able to use GUI or PowerShell commands, which allows me to see almost everything if the session isn't cut.
What do you dislike about the product?
There are some bugs at the moment to elevate the session or post-connection if the device is off for a couple of minutes. I would like a reconnect option using the same session, meaning if the connection is lost, it's necessary to create a new session. It would be nice to have a reconnection button. Also, it's difficult because it is integrated with multiple devices.
What problems is the product solving and how is that benefiting you?
I use BeyondTrust Remote Support to help remote users fix issues with laptops, tablets, and cellphones. It allows me to access and manage these devices using GUI or PowerShell, ensuring comprehensive support.
Remote support has transformed how my team resolves global user issues quickly and securely
What is our primary use case?
BeyondTrust Remote Support is my primary remote support service that I use to help troubleshoot and fix issues with our users. This product is used by my entire IT department and helps with immediate or rapid support from our team to our end users.
A specific example of how I use BeyondTrust Remote Support to troubleshoot or fix issues is that it has been an invaluable tool for supporting our end users, especially while working remotely. We do not always have time to leave our desks to travel across the remote areas where our users or employees are located. Being able to remote into a machine as tickets arrive has saved us time on our support calls and cost.
I use BeyondTrust Remote Support to connect remotely to our client computers. This allows us to further troubleshoot issues before sending tickets to an onsite technician when it is needed.
What is most valuable?
The best features BeyondTrust Remote Support offers are that it allows us to take control of a computer remotely using a website. Users can access the website from anywhere. We are able to elevate rights and use admin credentials if needed through BeyondTrust Remote Support. File sharing is great, and desktop and screen sharing are also available. You can use it to screen share on multiple platforms. The amount of information that you can collect from a customer computer without even screen sharing is immense and helps to troubleshoot when there is a problem.
Elevating rights and using admin credentials has helped my team by making it easy to contact a user, ask for their machine asset tag, and then quickly and securely remote into their PC. Because we are able to have this capability, we can deploy this solution across our organization, and it works very well.
BeyondTrust Remote Support should be recognized for offering security and user confirmation for accepting screen share, which is great. Chat and file sharing are also available. Latency is minimal, and the performance is always high.
BeyondTrust Remote Support has positively impacted my organization in that for troubleshooting computers of our clients or users we can work from our offices or our own convenient place. This has saved us a lot of time and cost, with approximately thirty to forty percent of our time being saved. The directory listing all of our computers that have the Jump client loaded, showing both online and offline computers, is one of the best features for our remote support. You can support people on personal computers via the web interface portal without the need for agent software to be pre-installed. It also allows other programs to run in the background while running the program itself.
What needs improvement?
BeyondTrust Remote Support can be improved in that using this tool when a system is infected with malware is challenging. If you leave it open long enough without actively using it, an annoying pop-up appears.
The user interface of BeyondTrust Remote Support is a bit clunky and could be polished.
If BeyondTrust Remote Support could implement ticketing, that would be fantastic and greatly beneficial. However, I cannot think of much else to improve as they do a good job of updating as they see fit.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for the past six years.
What do I think about the stability of the solution?
BeyondTrust Remote Support is stable, as the uptime is high and the performance is powerful.
What do I think about the scalability of the solution?
BeyondTrust Remote Support is highly scalable. It can handle my organization's growth and assist other organizations in growing as well.
How are customer service and support?
Customer support from BeyondTrust Remote Support is very responsive and helpful twenty-four hours a day, seven days a week.
I would rate the customer support of BeyondTrust Remote Support an eight out of ten.
Which solution did I use previously and why did I switch?
Before using BeyondTrust Remote Support, I previously used Microsoft System Center Service Manager.
How was the initial setup?
My experience with pricing, setup cost, and licensing for BeyondTrust Remote Support is that it is cost-effective. BeyondTrust Remote Support is a very cost-effective and affordable tool.
What was our ROI?
We have seen a return on investment with BeyondTrust Remote Support as we are able to support our clients and users globally. We have such a large business that we needed a tool that would enable us to help people in all aspects of life, and BeyondTrust Remote Support has accomplished that. Our phone technicians are able to better help people when they call in, especially our clients, and provide more time for our building technicians to do their work.
Which other solutions did I evaluate?
Before choosing BeyondTrust Remote Support, I evaluated other options such as Cherwell Service Management and ServiceNow.
What other advice do I have?
The advice I would give to others looking into using BeyondTrust Remote Support is that if you are looking for a great remote support tool, then look no further. BeyondTrust Remote Support is the best tool because it makes it very easy to troubleshoot. It is easy and reliable, and if you need to remote into another device, it is easy and provides you with powerful options while working with a customer.
BeyondTrust Remote Support is a great tool that we use in our service desk to remote users all across the world. We have over ten thousand employees, one thousand employees locally, but thousands more than ten thousand worldwide. This has been a perfect tool to reach out to them, especially when they have issues. I would rate this product an eight out of ten.
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