What do you like best about the product?

One of the standout features of BeyondTrust is its comprehensive security framework. The platform offers multi-factor authentication, role-based access controls, and encrypted sessions, ensuring sensitive information is protected during remote sessions. Although it integrates seamlessly with existing IT service management (ITSM) platforms such as ServiceNow and Salesforce, we are not currently on those systems for service desk and we use Service Desk Plus.

We are looking to implement it for our external support as well allowing us to provide top-tier customer support our users as well as our coworkers.

The session collaboration feature is particularly helpful. It allows multiple technicians to join a single session, share their expertise, and resolve complex issues faster. BeyondTrust also provides detailed session reporting and recording, offering transparency and helping meet compliance requirements.

I use it daily for in my role as a technician. The customer support is awesome and they will respond to emails quickly and completely.

What do you dislike about the product?

One limitation of BeyondTrust is its initial complexity and learning curve. While the interface is packed with advanced features, it may feel overwhelming for new users or smaller IT teams who are not as familiar with remote support software. It often requires time and training to fully understand and utilize all its capabilities.

Additionally, pricing can be a challenge, especially for smaller organizations. BeyondTrust is positioned as a premium solution, and while it delivers on functionality and security, the cost may be prohibitive for those on a tight budget. Furthermore, the mobile app experience, though functional, can sometimes feel less fluid compared to the desktop interface, particularly when trying to perform more complex tasks on smaller screens.

I don't feel like I know it well enough but with the Beyond Trust University training session coming up, I think I will become an expert soon enough!

What problems is the product solving and how is that benefiting you?

We didn't have a solution before BeyondTrust that allowed us to enter systems without forcing the user to downoad and run software and that was taking an extra 5-10 mins per call to just walk the user through getting into their system.