BeyondTrust Remote Support is my organization's primary support application for remote access. While the IT department are the primary users, we have set up accounts for other departments to use for remote training and support of enterprise applications. I love the ability to provide support across platforms, across networks, and support for varied access levels has been a key driver of the application's internal popularity and effectiveness.

BeyondTrust Remote Support's best features include monitoring, remote access, persistence sessions, good performance over low bandwidth lines, permissions management, and interactive remote desktop capabilities that perform amazingly.

Permissions management and good performance over low bandwidth have made a difference for my team by providing an easy and secure way to perform interactive remote desktop support. It also allows us to use chat with the users we support.

BeyondTrust Remote Support has positively impacted my organization by improving employee efficiency, increasing response time, and enhancing customer service. Customers appreciate it when we can bill them less for an issue. It helps with productivity as we can support more customers since we do not have to go on-site for every issue. We are able to save on costs and cut down the time, allowing us to focus on more strategic tasks. We have been able to save time, precisely one to two hours every day, which is a very positive outcome.

I do not see anything that requires major improvement in BeyondTrust Remote Support. I have had maybe one or two problems, but reporting and metrics should be improved, and integration with other applications such as ticket tracking apps should also be improved.

I would add that mobile remote control, especially on iOS, should be improved.

I gave it a nine instead of a perfect ten because integrations are still lagging behind, especially with ticket tracking apps. Reporting and metrics also should be improved.

I have been using BeyondTrust Remote Support for about five years.

BeyondTrust Remote Support is stable and according to how I have used it, the performance has been very high. I have not seen any lagging or downtime, so it is very stable.

BeyondTrust Remote Support can handle my organization's growth, so it is very scalable.

BeyondTrust Remote Support has been a great product and reliable in my day-to-day work. When issues occur, BeyondTrust Remote Support support is always there, and their support team is always spot on and willing to help. I appreciate their assistance in helping us support our clients effectively. Part of the product that I love is the live monitoring, which allows us to identify weak areas of our engineers and allows us to step in before it gets serious.

BeyondTrust Remote Support is simple to use. Our new team members never struggle with this tool. Whenever you need help, there is always someone at BeyondTrust Remote Support willing to assist.

The customer support of BeyondTrust Remote Support is great and always willing to help at any time. The customer support has been top-notch, very dedicated and proactive.

Positive

I previously tried TeamViewer and LogMeIn, but BeyondTrust Remote Support has the most to offer in terms of features. It is also very cost-effective and easy to use compared to these previous alternatives.

I would say the pricing, setup cost, and licensing are very cost-effective and affordable.

Before choosing BeyondTrust Remote Support, I evaluated TeamViewer.

BeyondTrust Remote Support is a great tool. I love it because it is a very reliable and cost-effective tool.

BeyondTrust Remote Support has helped with productivity, enabling us to support more customers since we do not have to go on-site for every issue. We have also been able to save time and cost because we do not need to visit the site frequently to troubleshoot. Additionally, customer satisfaction has increased and customer retention has improved.

We measure time savings by noticing that customers are very satisfied and happy because we are able to support them. The way we measured this is because we have seen less time spent on site visits.

My advice to others looking into using BeyondTrust Remote Support is that it is being used across the whole business to help support our clients when we cannot go on-site or fix an issue remotely.

BeyondTrust Remote Support is very easy to use. It is a great tool when your machines are down and we have failures.

I would rate BeyondTrust Remote Support a nine out of ten based on my experience as it is a very good product.

Public Cloud

Amazon Web Services (AWS)

BeyondTrust Remote Support is one of the best remote assistance and remote troubleshooting tools available, and my IT team uses it on a daily basis to troubleshoot issues remotely, even when the client is outside the network. We use it primarily for remote support, screen sharing, and presentations, and it is also used to give access to external firms on some shop's machines. Since we can monitor and record sessions, if anything gets messed up, we can check what was done wrong.

Recently, we have used BeyondTrust Remote Support for chat support and remote support for IT, and we also have a division that uses it for training purposes. We originally purchased BeyondTrust Remote Support for the functionality that allows us to reboot the machine and have it automatically reconnect. This allows our technicians to support people in remote locations that before would have required them to drive out to the site to troubleshoot, which was very time-consuming and costly. Now we have been able to save a lot of time and cost through BeyondTrust Remote Support.

Regarding my main use cases, if we want our employees or customers to have the ability to chat with a representative because they need their password reset or have a question, it works really well to troubleshoot those people in remote locations where before we might have had to send a technician out to troubleshoot. Now, since we use this tool, we don't have to do that; we just have to screen share and log into any computer we want and troubleshoot from there.

The best features BeyondTrust Remote Support offers include unattended remote support through jump clients and the flexibility of providing remote support through a number of devices, including mobile devices. We have the flexibility to choose to deploy a physical appliance on-site or a virtual appliance in the cloud.

The flexibility of remote support and the ability to use it on different devices, including mobile, has been very helpful. It is a very robust tool, the mobile app is very easy to use, and it helps us because we can use it even in remote areas. It is becoming very helpful, and it also supports remote support on our local network and outside of our local network, and it uninstalls itself afterwards. It supports Android users by allowing them to remote into their phones or tablets easily.

BeyondTrust Remote Support provides additional space to allow multiple users to see a single desktop, and there is easy access for end-users to join a session with a technician.

BeyondTrust Remote Support has positively impacted my organization because of the amount of details the technicians can put into a ticket before escalating it. There is a positive customer experience because often their description of the problem is not as detailed as needed. It is better to see it with our own eyes, so we are able to troubleshoot into their machines and do it ourselves. We have also been able to save a lot of time and cost because we don't have to travel all the way to the site, and the cost-saving and time savings have been roughly 40 to 50%.

The 40 to 50% cost and time savings is based on fewer site visits. We are also able to support people globally, which is excellent. Our phone technicians are able to help people better when they call in and provide more time for our building technicians to do other things, saving a lot of time.

I cannot think of any major improvements for BeyondTrust Remote Support as they do a good job of updating as they see fit. However, one thing that would be great is if they could add ticketing functionality.

Sometimes it is difficult to find options when administering the system, and also, system remote access can only be limited by groups, not per user.

I have used BeyondTrust Remote Support for quite a long time, even at my previous organization, so it has been about eight to nine years.

BeyondTrust Remote Support is very stable.

BeyondTrust Remote Support is highly scalable because it grows with the organization's needs.

The customer support for BeyondTrust Remote Support is very responsive, helpful, and supportive 24/7.

Positive

I previously used TeamViewer. I decided to switch from TeamViewer to BeyondTrust Remote Support because it offers so much more for our support personnel, the cost is effective, and it is very easy to use.

I have seen a return on investment with BeyondTrust Remote Support because support personnel are now able to provide remote assistance to customers for systems that are not on our network. It has been a good tool, and we were able to eliminate security issues by replacing the old remote control software that was limited to local users only.

BeyondTrust Remote Support is very cost-effective and affordable. However, I don't think it can be the same for a small organization working on a tight budget, as it might be way out of their budget.

Before choosing BeyondTrust Remote Support, I evaluated other options including LogMeIn and Rescue.

My advice to others looking into using BeyondTrust Remote Support is that it is well-suited for instances when random outside users need support. Remote users needing assistance do not need any software loaded; they just need to access the support website, or you can send them an email via a link, they load a small temporary client application, and then you have access to their system.

BeyondTrust Remote Support is a great and awesome application that has made remote access through management a breeze, and I cannot imagine having to work without it. I would rate this solution an eight out of ten.

Hybrid Cloud

Amazon Web Services (AWS)

My main use case for BeyondTrust Remote Support is that we purchased it to consolidate all of our remote support tools into one product, allowing us to provide a more consistent experience for our end users. Before BeyondTrust Remote Support, we were unable to remote support any of our users outside of our network, and this was one of the primary drivers to buy the product. This tool has allowed us to record remote sessions in transcripts and also videos, and this has helped us with security and governance.

We also use this tool to allow our vendors access to our systems, which gives us greater control.

A specific example of how I use BeyondTrust Remote Support in my day-to-day work is that it has allowed us to improve collaboration between our support teams by utilizing the team queues and inviting representatives from other teams into the sessions. We have also improved our vendor management process by using Embassies within BeyondTrust Remote Support.

I also use BeyondTrust Remote Support for remote support for our helpdesk for our customers and employees on various platforms such as Mac, Windows, and Linux. It addresses issues with customers or employees having problems on their computers. We are able to log in and troubleshoot from any location, saving a lot of time and cost.

The best features BeyondTrust Remote Support offers are that it is easy to use. We have many users using this from our organization and end users. Implementation is a breeze and easy to set up. Upgrades are flawless and simple.

What makes the setup and upgrade process for BeyondTrust Remote Support so smooth for my team is the ease of use for the representative console. The ease of explaining to a non-computer-savvy person how to connect is seamless. Remote control of all devices we support, including Linux, Windows, iOS, and Mac, is also a key feature. We do not support iPads as we are unable to remote control them if needed.

BeyondTrust Remote Support has impacted our organization positively by providing better customer service, and improving efficiency for all our representatives. It provides access to all servers from one spot and all computers. We can troubleshoot from any location, saving time and cost. Additionally, it has reduced phone support and the time spent on the phone.

BeyondTrust Remote Support improved our first-line resolution from 30 to 45%. There is better customer service compared to our previous tool, with an increase of 50%. We have improved efficiency, as we can support users anywhere, and we have achieved cost savings of reduction from 30 to 40%.

BeyondTrust Remote Support could be improved if we were able to remote and troubleshoot iOS products such as iPads.

Customizable portals with templates and themes for the representative console would be much appreciated for a better experience with BeyondTrust Remote Support.

I would also like to see file transfer between sessions rather than copying to my local machine and then to the remote host as an improvement for BeyondTrust Remote Support.

I have been using BeyondTrust Remote Support for the past five years.

BeyondTrust Remote Support is stable, and I have not noticed any downtime.

BeyondTrust Remote Support is highly scalable and can fit any size of organization.

The customer support for BeyondTrust Remote Support is very proactive and responsive.

I previously used TeamViewer, which was very expensive, and some of the features were very complicated, so the non-technical personnel would not understand easily. That is the reason we switched from TeamViewer to BeyondTrust Remote Support.

We have seen a return on investment, as it gives us more than 100% return because once we start using it, it helps a lot by saving time and cost since we do not have to move from one place to another to troubleshoot a computer. I can just log in to the computer of our users or employees and start troubleshooting easily.

My experience with pricing, setup cost, and licensing for BeyondTrust Remote Support is that it is very cost-effective and the price is relatively competitive. Its affordability is high.

Before choosing BeyondTrust Remote Support, I evaluated other options, including Zenworks.

My advice to others looking into using BeyondTrust Remote Support is that it is best suited for remoting into customers who are working remotely, including employees or team members from your network or outside the network, as it does a great job of troubleshooting.

BeyondTrust Remote Support is easy to use and access for our clients. It makes remote controlling systems a breeze and elevates permissions even easier. I would rate this product 9 out of 10.

Hybrid Cloud

Amazon Web Services (AWS)

Positive

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.

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.

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.

I have been using BeyondTrust Remote Support for almost my entire five years.

BeyondTrust Remote Support is very stable, with no crashing and no downtime. The performance is relatively high.

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.

The customer support experience with BeyondTrust Remote Support is positive, very proactive, and responsive.

I previously used LogMeIn Rescue before switching to BeyondTrust Remote Support.

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.

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.

Before choosing BeyondTrust Remote Support, I evaluated TeamViewer and Chrome Remote Desktop among other options.

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.

Hybrid Cloud

Amazon Web Services (AWS)

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.

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.

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.

I have been using BeyondTrust Remote Support for the past four years.

BeyondTrust Remote Support is very stable, and I have not experienced any lagging or downtime.

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.

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.

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.

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.

My experience with pricing, setup cost, and licensing has been that everything was cost-effective.

Before choosing BeyondTrust Remote Support, I evaluated other options, including ServiceNow.

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.

Hybrid Cloud

Amazon Web Services (AWS)