Normally, my customers use the solution with their internal service desk to support their employees, whether at their workplaces or when they are working from home. Some of my customers in the medical field also use the solution to support their customers, like those who use medical devices. However, most of my customers use the solution to support their internal employees in remote sessions.
BeyondTrust
BeyondTrust CorporationExternal reviews
324 reviews
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Solution elevates team collaboration and manages remote support efficiently
What is our primary use case?
What is most valuable?
One of the great features is that service desk members can work together in a remote session. There are roles in our team, like team leader, team member, and team manager. This allows the team manager or leader to support the team member.
Another valuable function is the ability to elevate rights in a session. The support desk member can have more control over the end user's PC to assist them. Additionally, there are various ways a customer can receive support, like starting by chat or session ID.
The solution also allows managing and supporting remote devices, especially Apple devices. While controlling Apple devices fully is not possible, sending a new configuration profile or assisting with settings is.
The most valuable feature is sending an SMS to a mobile device for assistance, such as installing or configuring a mail client. The technique for Android devices allows control in the session, while Apple devices can only be viewed. Full remote control on Apple devices is not supported. It's a common limitation across providers.
What needs improvement?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side.
Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session.
I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily.
BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
For how long have I used the solution?
I have used the solution since 2006 or 2007. It has been around 18 years.
What do I think about the stability of the solution?
I don't see any issues here. The product runs very stably, and I cannot observe any problems.
What do I think about the scalability of the solution?
I would give scalability a nine out of ten. It is very scalable.
How are customer service and support?
Customer support was better in the past. About two years ago, the response times became longer. I would rate it a seven out of ten. Initially, I could reach a technician by chat and receive immediate support, which is not possible today. Now, I must open a ticket first, and waiting times can vary from four to eight hours.
How was the initial setup?
Setting up the product requires a lot of experience, especially for integration into other systems like Active Directory or multifactor authentication. It is not a one-click setup; significant IT experience is needed. For standalone use in BeyondTrust Cloud, I would give it an eight or nine out of ten. However, full integration into an existing environment deserves a seven because of the experience required.
What about the implementation team?
I recommend attending a two-and-a-half-day course at BeyondTrust University if you are setting up the product. This training is especially beneficial for administrators. End users and customer clients generally do not need it. For successful implementation, working with a partner or completing the university course is highly recommended.
What's my experience with pricing, setup cost, and licensing?
The cost depends on the number of licenses a customer buys. For a smaller customer, the cloud solution costs around $2300 per user per year. If you have an on-premises solution, you'll also need to license the appliance, so the cost might be similar to the cloud solution.
What other advice do I have?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabilities. I would rate the product ten out of ten. Overall, I give it a rating of ten out of ten.
Efficient for remote access for third-party vendors
What is our primary use case?
The primary use case is for remote access, particularly for third-party access where direct access cannot be granted into the network. It addresses the need to provide vendors access without creating privileged IDs directly in the network.
What is most valuable?
The features are common among systems, including special management, password management, and credential management. A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems. With tools like PRA, access can be granted without creating IDs directly on AD, providing access to privileged or target systems very efficiently.
What needs improvement?
One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues. Improved regional support timing would enhance the service.
For how long have I used the solution?
I have been in this industry for 18 years.
What do I think about the stability of the solution?
Technologies and prominent tools are continuously evolving and are stable as they adapt to market changes.
What do I think about the scalability of the solution?
Scalability depends on the size of the organization and the number of users, systems, and target servers. Exact scalability can vary based on these factors.
How are customer service and support?
The customer service is excellent. They are responsive to severity issues immediately, however, coordination could improve regarding the time difference in various regions.
Which solution did I use previously and why did I switch?
I have experience with various prominent tools like CyberArk and BeyondTrust.
How was the initial setup?
Initial setup depends on several aligning factors within the organization and typically takes a couple of months to complete.
What's my experience with pricing, setup cost, and licensing?
The pricing includes some variance in the cost of licensing, and the costs are integrated into the overall system pricing. Licensing across different tools does not show significant differences in costs.
Which other solutions did I evaluate?
The alternatives evaluated include CyberArk and BeyondTrust. The entry of Delinea, merging Centrify and Thycotic, has added more competition to the market which was previously dominated by the two aforementioned solutions.
What other advice do I have?
I rate BeyondTrust Remote Support as eight out of ten.
This solution is robust, and I recommend it for its efficient handling of remote access without needing to onboard users directly into systems. I give the overall solution a rating of eight out of ten.
BeyondTrust best remote support tool
What do you like best about the product?
One of the best remote support. Great user friendly and easy to use. Has some good features that allows one stop shop which is great.
What do you dislike about the product?
Price is little higher which is only one concern.
What problems is the product solving and how is that benefiting you?
Some great features.
Two factor authentication.
Remote Desktop support is good.
Flexible to use and maintain.
Two factor authentication.
Remote Desktop support is good.
Flexible to use and maintain.
Pam
What do you like best about the product?
It's good to authenticate with linux server as well
What do you dislike about the product?
I have used vscode ssh extention and I am unable to access the linux server using vscode extention
What problems is the product solving and how is that benefiting you?
We able to see all user connections with secure method
Mediocre Remote Management tool
What do you like best about the product?
Easy to use, manage remote machines, transfer sessions, one click session key generation
What do you dislike about the product?
UI is not intuitive. Remote management looks tedious
What problems is the product solving and how is that benefiting you?
Helps me provide remote support through 1 click session key generation
Happy Customers!
What do you like best about the product?
We have been treated very well as customer of BeyondTrust. They are a very professional company. They are willing to work with you at every level. We were very happy with their services. I would highly recommend BeyondTrust.
What do you dislike about the product?
I wanted to share that I have had nothing but positive experiences with BeyondTrust Remote Support. However, as you know, we are all facing budget constraints and have had to make some difficult decisions. Unfortunately, we had to cut this software from our budget.
As a workaround, we have been utilizing free Zoom sessions to assist our end users. We initiate the Zoom session where the end user can share their screens with us, allowing us to effectively troubleshoot any issues they are experiencing with this free remote session.
Thank you for your understanding and support as we navigate these changes. I appreciate your partnership in finding solutions that worked for our team.
As a workaround, we have been utilizing free Zoom sessions to assist our end users. We initiate the Zoom session where the end user can share their screens with us, allowing us to effectively troubleshoot any issues they are experiencing with this free remote session.
Thank you for your understanding and support as we navigate these changes. I appreciate your partnership in finding solutions that worked for our team.
What problems is the product solving and how is that benefiting you?
n/a
BeyondTrust the remote support application
What do you like best about the product?
BeyondTrust is very user-friendly for IT technicians and its users. It allows you to remotely access devices that do not have the BeyondTrust client installed using a website link. You can deploy the client via Windows policy.
What do you dislike about the product?
You can install BeyondTrust jump point on one device multiple times, creating duplicates on your jump point list. Sometimes, the policy deployment doesn't work correctly, requiring manual client installation.
What problems is the product solving and how is that benefiting you?
If the device has the BeyondTrust client installed and is connected online, we are able to remote into it and fix our users' computer issues, even when they are not at their computer. If Jump Point is broken or users don't have the client on their device, we will still be able to reach them with the website link. Then we can get on their device to fix the Jump Point or just to assist them with their issue if we are not allowed to have the Jump Point installed on their device. If a user feels like they don't want you on their device, they can cancel the connection at any time.
Beyond Trust's Exceptional Remote Support Garners Loyalty
What do you like best about the product?
Beyond Trust Remote support is a great tool for assisting remote users. I have used the product for years and it keeps delivering on features. The product is very stable and from both a user and administrator of the product it is exceptionally easy to use and implement.
What do you dislike about the product?
To date I have not been able to find something I dislike about Beyond Trust Remote Support. They have recently added features I had not thought of and it has made the product better.
What problems is the product solving and how is that benefiting you?
I have many remote users in my orginazition. This requires me to assist them where they are and it is difficult to do with everyone spread out so geographically and not in the office. This tool allows me to better assist my users and make sure they have a sense they matter.
Its super secure, but very few features.
What do you like best about the product?
Vault is awesome for password management. It allows me to connect to my workstations running Ascension software.
What do you dislike about the product?
It is too expensive for what it is. There are several remote software tools for a fraction of the price that have a ton more features.
What problems is the product solving and how is that benefiting you?
It allows me to connect to workstations that are running Ascension's VPN client.
BeyondTrust Remote Support has changed my life at work
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.
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!
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.
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