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.
Secure, Seamless Cross-Platform Support with Excellent Compliance Auditing
What do you like best about the product?
What I like best is the platform's security and its ability to provide seamless support across different operating systems without requiring a VPN. The session recording and audit trails are exceptional for maintaining compliance and security standards.
What do you dislike about the product?
The administrative interface can be somewhat complex to navigate initially, and the pricing model might be a bit steep for smaller organizations. Occasionally, the representative console can feel a bit heavy on system resources during multiple concurrent sessions.
What problems is the product solving and how is that benefiting you?
It solves the challenge of supporting remote employees and external vendors securely. It benefits me by providing a reliable, high-performance remote desktop experience that works even through strict firewalls, significantly reducing the time spent on troubleshooting.
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.
Remote support has transformed our workflows and delivers faster, more secure issue resolution
What is our primary use case?
My main use case for BeyondTrust Remote Support is to provide technical remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy-to-use interface allows for use with almost zero training.
The ability to share a remote session or hand off sessions between representatives is very nice. The representative client can be a little buggy sometimes, but overall it works consistently.
I typically use BeyondTrust Remote Support for remote access for Mac OS computers. We support primarily businesses that use Macs, and good Mac OS support is very important. It also helps maintain logs and screen-sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards so we can tell exactly what happened every time we access a machine remotely.
What is most valuable?
BeyondTrust Remote Support allows for easy management of hundreds of computers in a single app. We support a lot of computers for dozens of our clients and employees. Finding the right computer to access is very easy and can be done with just a few clicks.
The best features BeyondTrust Remote Support offers include rapid deployment, extremely reliable service, a wide array of built-in tools, phenomenal support, integration with security providers, and increasing our security posture in my organization. It also provides remote support on our local network and outside of our local network.
These features impact my daily workflow significantly as they allow our technicians to support people in remote locations that before would have required them to drive out to the sites to troubleshoot, which was quite expensive. Now we are able to save considerable cost and time. When it comes to the flexibility of providing remote support through a number of devices, including mobile, it is very efficient.
What needs improvement?
BeyondTrust Remote Support can be improved by adding the capability to remote iOS devices, though it is Apple that prevents that from occurring.
I also wish the file store could be password protected.
There should be a universal desktop and mobile app for Windows 10 as an improvement for BeyondTrust Remote Support.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for almost my entire five years.
What do I think about the stability of the solution?
BeyondTrust Remote Support is very stable, with no crashing and no downtime. The performance is relatively high.
What do I think about the scalability of the solution?
BeyondTrust Remote Support is scalable because it can be used by any size of organization. Its scalability grows with any organization's needs, making it a highly scalable tool.
How are customer service and support?
The customer support experience with BeyondTrust Remote Support is positive, very proactive, and responsive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used LogMeIn Rescue before switching to BeyondTrust Remote Support.
What was our ROI?
I measured 60 to 70% time and cost savings through workflow changes.
I have seen a return on investment by tracking our previous experience when we were using previous tools. That's how we track our changes and workflows and how they change. We have been able to save considerable time and cost, especially because our tech team doesn't have to move from one place to another, thereby saving significant time and cost. We have also been able to increase security for all our devices in our organization.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is that BeyondTrust Remote Support is very cost-effective, and affordability is very high. I don't have a problem with that.
Which other solutions did I evaluate?
Before choosing BeyondTrust Remote Support, I evaluated TeamViewer and Chrome Remote Desktop among other options.
What other advice do I have?
BeyondTrust Remote Support has powerful features and scripts that make it easy to produce and easy for non-tech staff to use canned scripts.
BeyondTrust Remote Support is deployed in my organization on a hybrid cloud basis, and we use AWS as our cloud provider. I purchased BeyondTrust Remote Support through the AWS Marketplace.
BeyondTrust Remote Support is very cost-effective and has saved us time, 60 to 70%, especially because our tech team doesn't have to move from one place to another to troubleshoot or solve certain issues. It's very instant, even with the feedback. The support is top-notch.
BeyondTrust Remote Support has been a great tool that provided us a better view which helped our technicians create more accurate tickets when escalating issues.
My advice for others looking into using BeyondTrust Remote Support is that it has a better pricing plan, is more secure, and has better implementation. It saves time and cost because the technicians are able to troubleshoot and resolve issues on time. Thus, it is a highly recommendable tool.
My company has a business relationship with this vendor by being customers. I would rate this product 9 out of 10.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Remote support has transformed our ability to assist staff anywhere and has reduced travel needs
What is our primary use case?
BeyondTrust Remote Support is a very versatile remote support solution that is widely used in my organization. I love it for its user-friendliness and the responsiveness of the user interface. It enables us to have efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits in my organization. My IT department and support team utilize it to resolve issues with internal servers, workstations, and software programs.
BeyondTrust Remote Support facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. I love it because it also supports multiple platforms, which include Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external uses.
A quick specific example of when I used BeyondTrust Remote Support to solve an issue is that it has been extremely helpful in providing remote support to our users while working from home or remotely. It allows easy elevation of privileges so we can do administration functions on the user's computers remotely with ease.
During this era of working remotely or at home, BeyondTrust Remote Support has been the perfect solution in connecting to users to assist them with their tech support needs. With both the tech support and our users working remotely, we have been able to provide our full support to our users without anyone having to go into the office, hence saving a lot of time.
BeyondTrust Remote Support allows us to provide support to our users and clients, no matter where we or they are located, whether I am on my desktop at work, at home, or on my phone. It has a vast number of use cases and is a very flexible tool.
What is most valuable?
The best features BeyondTrust Remote Support offers are that it is very easy to use on any device, whether it is Mac or Windows or Android. Users of all skill levels have had no issues connecting with the support staff. It is an invaluable resource for tech support working remotely. It has a great interface, which is very intuitive. The mobile app really comes in handy. I love the ability to use it without a download from any computer.
The feature I find myself using the most or relying on most often is the intuitive user interface. I use it every day to navigate and customize it according to my needs, along with the mobile app. I love using it, especially when I am working remotely or at home. It is very flexible and easy to use, and I remotely access systems of all types. As I mentioned, it supports all types of systems, making it a very flexible tool.
Regarding the features, I would like to add that the security is also top-notch.
Additionally, it is reliable 24/7 with high connectivity.
BeyondTrust Remote Support has positively impacted my organization by enabling us to reduce travel expenses for our IT technician by at least 50%. It has increased our response time on issues, which reduced our employee's downtime.
The improvement in response time has been significant, with troubleshooting issues from anywhere there is an internet connection going from 20% downtime to 45% improvement.
What needs improvement?
I think BeyondTrust Remote Support's installation and upgrades need improvement.
Also, there should be better chat section functionality and a better ability to swap screen sharing.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for the past four years.
What do I think about the stability of the solution?
BeyondTrust Remote Support is very stable, and I have not experienced any lagging or downtime.
What do I think about the scalability of the solution?
BeyondTrust Remote Support is very scalable because I have not seen any limits; it grows with my organization's needs and can handle my organization's requirements.
How are customer service and support?
For the few times that I have had to reach out to them, BeyondTrust Remote Support's customer support has been very proactive and responsive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We previously used TeamViewer but found BeyondTrust Remote Support to be very robust, secure, and better suited for reporting and
ServiceNow integration, which has been helpful.
What was our ROI?
I have seen a return on investment, as customers are satisfied that they can be assisted remotely quickly and easily. We are solving more issues remotely through this tool when clients call in, and more departments now want to buy licenses for this tool.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing has been that everything was cost-effective.
Which other solutions did I evaluate?
Before choosing BeyondTrust Remote Support, I evaluated other options, including
ServiceNow.
What other advice do I have?
If you are looking for a tool that will troubleshoot easily and give your clients and employees who work remotely assistance, then BeyondTrust Remote Support is the best tool. It is where your customers will get satisfied that they can be assisted remotely quickly and easily. We have also been able to resolve more issues remotely without the need for traveling, hence saving a lot of cost and time. This is the best solution I would recommend for any organization that is looking for a great remote troubleshooting tool. I rate this product an eight out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
All functions in one, easy operation
What do you like best about the product?
I like that with BeyondTrust Remote Support, all the desired features are in one tool. The Rep Console is very easy to use, and the initial setup was very simple. Features and usability are also plus points.
What do you dislike about the product?
I think that the screen resolution could be adjusted to the native resolution so that the resolution is not scaled at the service desk.
What problems is the product solving and how is that benefiting you?
I use BeyondTrust Remote Support for remote access and file transfer. The features and user-friendliness convince me.
Great Chat, Advanced Functionality and Auditable Remote Action Logs
What do you like best about the product?
The chat functionality is excellent and genuinely helpful for end users. As an IT engineer, I appreciate that every remote action is logged and auditable, making it straightforward to review what was done. Additionally, the command line feature is great for some back-end action without distracting the end user.
What do you dislike about the product?
The menu UI design can seem a bit outdated although functional. Users may also feel that there are too many pop-up windows and prompts to click through before they can get to what they need. The file transfer feature sometimes does not work as expected for me.
What problems is the product solving and how is that benefiting you?
As an IT engineer is our go-to remote session tool to assist end users who face computer/software issues. We also use it to connect remotely to unattended physical devices used for monitoring, reporting etc. Honestly I even use it to manage computers next to me, from my main work computer.
Easy Team Collaboration with Outstanding Support
What do you like best about the product?
Easy to use and work together within the team
What do you dislike about the product?
At the moment, nothing. I have a good communication with them and the support is great
What problems is the product solving and how is that benefiting you?
Working for a Global company with more than 4k users around the world, it saves time for us to fix issues remotely
