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.
BeyondTrust
BeyondTrust CorporationExternal reviews
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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?
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.
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.
Effortless Remote Access for Clients
What do you like best about the product?
Easy access to remote clients without needing their interaction
What do you dislike about the product?
loss of mouse and keyboard mistakes on Macs
What problems is the product solving and how is that benefiting you?
People needing help with Zoom cannot use Zoom to fix Zoom!!! Also, we need to control remote computers with no one present. Thanks for asking!
Powerful Tool with Security and Traceability
What do you like best about the product?
I have been using BeyondTrust Remote Support for my end users for 6 months, and the platform has proven valuable with its constant maturity and growth. Although the setup process was a bit laborious, the result achieved was extremely satisfying and successful. I appreciate the benefit of user segregation that the tool provides, allowing management, traceability, and auditing, which enhances the security of the remote accesses I offer, without the need to be physically present. I find the functionality of privileged remote sessions very useful, as it allows me to record all actions and use administrative permissions remotely without the physical presence of resources. The traceability, auditing, and recording of sessions for all accesses are aspects that would make me choose BeyondTrust Remote Support again. The reliability it brings to my team is invaluable. I give it a score of 10, showing how much I would recommend it to others.
What do you dislike about the product?
I would change the implementation part, I would like to have direct support from the manufacturer itself.
What problems is the product solving and how is that benefiting you?
I use BeyondTrust Remote Support to segregate users, manage and audit remote access, ensuring security and traceability without the need for physical presence.
Excellent Remote Access Features, But Concerns Over Lifetime License Value
What do you like best about the product?
Ease of access to remote desktops is the top seller with this product. This includes the great file transfer, as well as access to all the workstation details like Registry, Services, Processes etc.
What do you dislike about the product?
This is a very expensive product and we purchased a lifetime license. Perpetuality looks to be endangered.
What problems is the product solving and how is that benefiting you?
It makes providing detailed support very easy. It also allows us to "train" users to solve the minor issues they could learn to deal with themselves.
We are also able to accomplish many tasks without disturbing the client, using the "Hidden" setting of Quiet Mode.
We discovered that the slightest indication of a support presence on an endpoint was disruptive to the user.
We are also able to accomplish many tasks without disturbing the client, using the "Hidden" setting of Quiet Mode.
We discovered that the slightest indication of a support presence on an endpoint was disruptive to the user.
Fast and Efficient Remote Support Experience
What do you like best about the product?
Remote support was quick in their reply and worked to resolve my issue efficiently!
What do you dislike about the product?
There was nothing about BeyondTrust Remote Support that I didn't like. Their support team was great!
What problems is the product solving and how is that benefiting you?
We had an issue with the way we configured our policies. Certain end users were able to elevate admin privileges when we didn't want them to. Remote Support has worked with us to get that resolved before any major issues came about.
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