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.
How would you rate customer service and support?
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?
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
Secure remote access has transformed global support and simplified cross-platform collaboration
What is our primary use case?
My main use case for BeyondTrust Remote Support is that it helps support teams of all sizes improve their business performance by enabling secure, controlled remote support to nearly any device or system anywhere in the world. In my organization, we use BeyondTrust Remote Support to assist our customers with technical support issues and for remediating malware from their systems. Additionally, we are able to use the software across multiple operating systems, which was a limitation of our previous software.
How has it helped my organization?
BeyondTrust Remote Support has positively impacted my organization because we are able to collaborate remotely very effectively. This software has a positive impact because you don't have to be an expert to get started. It's relatively user-friendly and easy to use. With the ability to use the software for collaboration, we've been able to retire one of our old collaboration software, saving us money. Also, it's a great tool because it lets the help desk do their job, sometimes remotely. It allows suppliers to provide help without coming to our site, hence saving a lot of time and cost.
Since using BeyondTrust Remote Support, I've seen specific outcomes including saving significant time because our suppliers, when we need help, don't come to our site. Approximately 50 to 60% of time is saved, and collaboration has immensely increased from 40 to 65%.
What is most valuable?
I really enjoy the reporting and administration features and the willingness of BeyondTrust Remote Support's own support and product teams to go above and beyond for their customers. We had an issue a few weeks back that required escalated handling, and the service team was amazing. They did a perfect job.
I also love the ability to provide seamless and fast support with BeyondTrust Remote Support, which is very important in my organization.
BeyondTrust Remote Support's best features empower our service desk with utilities within the software that all work as designed. It provides a complete remote solution for our business, hence promoting business collaboration. Additionally, it offers a stable remote connection and keeps a repository of recently logged-on host machines perfectly while reestablishing a remote connection if there was a network drop. The stable remote connection and repository of host machines have helped my team by satisfying regulatory requirements for a long time. I also love its unique segmentation capabilities of their cloud deployment, giving us a cloud without compromise.
What needs improvement?
BeyondTrust Remote Support has good features that are not available in other apps, including rebooting without disconnection and the ALT + CTRL + deletion function. It's easier for data transfer, and multiple people can join a session easily.
I think BeyondTrust Remote Support could be improved by being a bit more user-friendly in terms of connecting for a user. I would add that the zoom function allows us to zoom, but you can't particularly move around once you have zoomed in. Additionally, sometimes a remote connection cannot be established for unknown reasons, even if the host machine is clearly online.
I have noticed that BeyondTrust ABS can sometimes be challenging to navigate, but it's no more challenging than other competitors.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for the past five years.
What do I think about the stability of the solution?
I would describe the reliability of BeyondTrust Remote Support during critical incidents or outages as stable, so it's very reliable and keeps on being stable. BeyondTrust Remote Support is stable; it's fast and reliable, so it's very stable. I haven't experienced any downtime or lagging issues.
What do I think about the scalability of the solution?
BeyondTrust Remote Support's scalability is very scalable because remote support has been streamlined, and I have no issues now.
How are customer service and support?
The customer support of BeyondTrust Remote Support is top-notch and reliable.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used ManageEngine Endpoint Central before switching to BeyondTrust Remote Support because BeyondTrust has better support, account managers, an intuitive interface, better documentation for using their solution, and more support for rolling out their solution to endpoints, whether it's Mac or Windows. They also demonstrate a desire to resolve issues quickly rather than consuming three to five business days trying to correct a specific issue like ManageEngine Endpoint did. That's why we switched from it to BeyondTrust Remote Support.
What was our ROI?
I have seen a return on investment because remote support saves over a thousand dollars over the year in speeding up tasks and reducing time depleted from end-users. BeyondTrust Remote Support doesn't wait 24 hours between responses if you have a ticket open, and they are not afraid to connect and look at the issue directly.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for BeyondTrust Remote Support is that it's cost-effective.
Which other solutions did I evaluate?
Before choosing BeyondTrust Remote Support, I evaluated other options including LogMeIn and Rescue by GoTo.
What other advice do I have?
The performance of BeyondTrust Remote Support when handling large numbers of simultaneous sessions is fast and reliable.
It is easy to train new staff on BeyondTrust Remote Support; with minimum support, they're good to go.
BeyondTrust Remote Support integrates seamlessly with other tools or systems in my organization, making it hassle-free.
BeyondTrust Remote Support handles compliance requirements in my organization greatly.
My advice to others looking into using BeyondTrust Remote Support is that for the years I've been working with the BeyondTrust team with multiple customers and environments, they've been consistently offering top-shelf support, whether your environment has 250 users or more than 25,000 users. They support Android, iOS, Linux, Windows, and macOS, providing instruction on how to interface with each system and make it as simple as possible to help your users, regardless of what system they are working on. BeyondTrust Remote Support provides seamless remote assistance or troubleshooting has been very easy.
I have additional thoughts about BeyondTrust Remote Support; with BeyondTrust Remote Support, they prioritize security, so you can be confident that only people you want to access a given endpoint have access because their security can be configured to be role-based or as granular as you want.
I would rate my overall experience with BeyondTrust Remote Support an 8 out of 10.
Consistent, Polished, and Easy to Integrate
What do you like best about the product?
It’s a consistent, polished product that works reliably whenever I need it. It was also straightforward to integrate and easy to administer.
What do you dislike about the product?
From time to time, I need to log in to administer and update an appliance that Beyond Trust is hosting for us. I’d prefer that they handle the administration and manage the updates for this appliance themselves, without requiring my involvement.
What problems is the product solving and how is that benefiting you?
Remote access for a highly mobile, nationwide user base.
Secure and Versatile Remote Support, But Pricey
What do you like best about the product?
I like the strong security that BeyondTrust Remote Support offers, as it's important for keeping our data and systems accessible only to authorized users. I also appreciate the cross-platform support, which allows the software to work on desktops, laptops, and mobile devices. This feature is very good and useful for IT teams like mine. Additionally, the initial setup was pretty easy, and the interface is user-friendly, making it quite simple to get used to.
What do you dislike about the product?
I find the cost and the complexity of BeyondTrust Remote Support to be a pretty big problem for me. The interface might be a bit complicated and the price seems to be more expensive than simpler tools like TeamViewer or AnyDesk.
What problems is the product solving and how is that benefiting you?
I use BeyondTrust Remote Support to connect to devices in my IT team, control screens remotely, and eliminate the need for physical presence.
Effortless Remote Support with Top-Notch Security
What do you like best about the product?
What I like most about BeyondTrust Remote Support is how easy it makes helping people quickly without being in the same place. The biggest upsides are its strong security and reliable remote access, which let me solve problems faster and with less downtime.
What do you dislike about the product?
The least helpful thing about BeyondTrust is that it can feel confusing at first and takes time to learn. Sometimes it also feels slower than expected, which can be frustrating when you are trying to fix a problem quickly.
What problems is the product solving and how is that benefiting you?
BeyondTrust Remote Support solves the problem of not being able to help someone in person when their computer is having issues. It benefits me by saving time, letting me fix problems faster, and helping people get back to work without long delays.
Feature-Rich, User-Friendly, and Outstanding Support
What do you like best about the product?
The product is feature rich and easy to use. The onboarding team was super helpful and support is great.
What do you dislike about the product?
There is no option to sort endpoints by logged in end user. You can manually enter the user as a comment on the endpoint which is sortable but that takes some time to do and manually updating is tedious.
What problems is the product solving and how is that benefiting you?
This product makes it very easy to remotely support end users on premise or working remotely. There is a web based console or a fat client console so using the product from my work computer or another machine I don't normally use while on call is very simple. There is also a mobile app for quick access in a pinch. I'm able to help end users whenever they need it wherever I am.
