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BeyondTrust Remote Support pros and cons

Vendor: BeyondTrust

4.5 out of 5

39 reviews
100% willing to recommend

Pros & Cons summary

BeyondTrust Remote Support decreases IT travel costs by enabling global remote client assistance. It delivers stable, reliable performance with excellent technical support. The integrated chat and ITSM management enhance efficiency, while features like remote session recording boost IT capabilities. However, installation complexity, mobile app integration, regional support in India and Turkey, non-Windows compatibility issues, and high pricing hinder broader adoption, emphasizing areas for improvement in setup, connectivity, and affordability.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

BeyondTrust Remote Support significantly reduces travel expenses for IT technicians by allowing global client support remotely.

Users report stability and reliability, with the product working seamlessly without crashes, bugs, or glitches, and offering a smooth user experience.

Technical support is consistently rated highly, described as polite, quick, and effective in resolving issues, enhancing overall customer service.

The integrated chat service combined with remote control and ITSM management software integration offers efficient service desk operations.

BeyondTrust Remote Support provides vast functionality, including remote sessions recording, mobile device assistance, and remote reboots, enhancing IT support capabilities.

CONS

BeyondTrust Remote Support installation and upgrades need improvement, particularly regarding its initial setup and complexity.

The integration with mobile devices such as iOS and Android needs enhancement, including better connectivity and communication.

Technical support in certain regions, like India and Turkey, has room for improvement regarding responsiveness and local availability.

There are known issues with non-Windows support capabilities, notably with Linux and Apple devices.

The pricing is considered high, which limits accessibility for additional licenses, affecting wider adoption.

BeyondTrust Remote Support Pros review quotes

Christopher Martin

Technical Support Specialist at Johnson & Johnson

Feb 16, 2026

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.

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Ashley Jonathan

Data Engineer at Umicore

Feb 20, 2026

BeyondTrust Remote Support has positively impacted my organization by enabling us to reduce travel expenses for our IT technician by at least 50%.

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Software Engineer at Unilever Inc.

Feb 28, 2026

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.

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BeyondTrust Remote Support

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User Experience Designer at YASH Technologies

Feb 28, 2026

We have seen a return on investment with BeyondTrust Remote Support as we are able to support our clients and users globally.

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Technical Consultant at cloudpoint

May 5, 2026

Session monitoring is valuable for users to record whatever actions administrators perform within the system, so management can easily understand the working level and ensure that no suspicious activities occur.

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CEO at MICRODYN AG

Jan 10, 2025

One of the great features is that service desk members can work together in a remote session.

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Himanshu-Pandey

Senior Manager at Accenture

Dec 17, 2024

A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems.

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Vice President of Sales at ServicePro

May 25, 2022

It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done.

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Justin Glasscock

Privilege Access Management Consultant at Integral Partners LLC

Aug 17, 2022

I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS.

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reviewer1512810

Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees

Jun 1, 2021

Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise.

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Show 10 more reviews (out of 37)

BeyondTrust Remote Support Cons review quotes

Christopher Martin

Technical Support Specialist at Johnson & Johnson

Feb 16, 2026

I think BeyondTrust Remote Support could be improved by being a bit more user-friendly in terms of connecting for a user.

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Ashley Jonathan

Data Engineer at Umicore

Feb 20, 2026

I think BeyondTrust Remote Support's installation and upgrades need improvement.

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Software Engineer at Unilever Inc.

Feb 28, 2026

The representative client can be a little buggy sometimes, but overall it works consistently.

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BeyondTrust Remote Support

Free Report: BeyondTrust Remote Support Reviews and More

Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,221 professionals have used our research since 2012.

User Experience Designer at YASH Technologies

Feb 28, 2026

BeyondTrust Remote Support can be improved in that using this tool when a system is infected with malware is challenging.

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Technical Consultant at cloudpoint

May 5, 2026

Pricing needs to be changed as this is a very expensive solution.

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CEO at MICRODYN AG

Jan 10, 2025

Some technical aspects could be improved, particularly in product management.

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Himanshu-Pandey

Senior Manager at Accenture

Dec 17, 2024

One potential improvement is in the support department.

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Vice President of Sales at ServicePro

May 25, 2022

It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great.

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Justin Glasscock

Privilege Access Management Consultant at Integral Partners LLC

Aug 17, 2022

The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.

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reviewer1512810

Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees

Jun 1, 2021

It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system.

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Show 10 more reviews (out of 37)

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Product Categories

Product Categories

Privileged Access Management (PAM)

Popular Comparisons

Popular Comparisons

Microsoft Intune vs BeyondTrust Remote Support

CyberArk Privileged Access Manager vs BeyondTrust Remote Support

NinjaOne vs BeyondTrust Remote Support

Workspace ONE UEM vs BeyondTrust Remote Support

Citrix DaaS (formerly Citrix Virtual Apps and Desktops service) vs BeyondTrust Remote Support

Claroty Platform vs BeyondTrust Remote Support

Microsoft Remote Desktop Services vs BeyondTrust Remote Support

TeamViewer vs BeyondTrust Remote Support

Delinea Secret Server vs BeyondTrust Remote Support

F5 BIG-IP Access Policy Manager (APM) vs BeyondTrust Remote Support

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