BeyondTrust Remote Support Reviews

Remote Support allows the help desk and IT administrative personnel to connect to users' computers as well as kiosks, conference room systems, etc. When I left the company, around 20 employees were using the tool.

The consulting firm I'm working with now focuses on the BeyondTrust privilege access management applications. Our company takes contracts to install BeyondTrust solutions like Password Safe and Remote Support for client companies.

The two environments where we have Remote Support implemented have satellite offices, so the whole company isn't in one physical location. Remote Support allowed us to centralize that help desk function in one place. We didn't need on-site staff to support the customers. 

It was also very helpful because COVID forced us to shift to work from home. Everybody was able to provide the same level of support from from home without any notice of any difference from the rest of the employees in the company.

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.

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.

I've used Remote Support for about three years.

The stability of the cloud version was great. We never had any issues with it. We never had any downtime.

Yes, I think so because we started it with just the company that I installed it at was kind of a holding company, so to speak and we started with our central IT team and then started widening the scope, allowing the other unit companies, IT administrators, to be able to use it and deploy it as they needed. So I think it's definitely very scalable.

I would say five their support team has always been very helpful and timely.

I would say setting up the cloud version was fairly straightforward. BeyondTrust stood up the application and then handed it over just kind of blank, the company at the time did not want to pay the implementation cost. So integrated it with Azure for single sign on, set up the group policies, I would say it was pretty straightforward.

So it was kind of an ongoing. Once we got the initials set up and core administrators that would be using the tool set up with local accounts, it did become a more back burner task. I was able to work on it as I was had free time from other tasks. I would say really getting it to the basic usability point of being able to log in on the tool and to be able to connect and help somebody was within a couple hours and then developing the customizations, client deployment installations via group policy, transitioning from using local accounts to Azure AD accounts. If able to tackle in one sitting, probably would've been a few days, but since it was using more free time from other tasks, it was an ongoing process that took weeks and even into a couple of months to kind of get to a very nice deployment flow where everything was set up and easily usable and easy to onboard somebody else into the tool.

Just one person really. Just me.

I would say five. I mean, like I said, you're able to connect remotely. You're able to eliminate the costs of having employees either travel to other locations or station full-time employees there with the ability to deploy clients so that you can use to connect to different endpoints without requiring any user interaction. You're able to connect to those systems that may not be in use at the time, traditionally don't have physical access to the operating system, et cetera. So, definitely very, very good in return. And then once you build it out, the ease of onboarding new administrators into the tool.

I rate Remote Support eight out of 10 for affordability. It's definitely not the cheapest product, but you get a good return on your investment.

At the last company where I implemented Remote Support, we evaluated other solutions like TeamViewer and the built-in Windows assistance tool, but never functionally utilized them.

I believe they also had another tool before.  BeyondTrust Remote Support had the most functionality. The price point was a bit higher than others, but it fit the use case perfectly and had everything we were looking for.

I rate BeyondTrust Remote Support nine out of 10. It's definitely a useful tool. Out of all the products we tried, it had the most features and flexibility, so it's worth implementing.

It is used for remote support for the service desk. We primarily use it for troubleshooting activities. When users have an issue, they call up the service desk or send an email. One of the technicians uses this solution to remotely access their computer. The technicians can see the screens, take control, do some troubleshooting, share files, and implement fixes.

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.

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. In Apple's case, we're going to have Apple that's restricting that, but it would be nice to be able to remotely control someone's phone so that we could provide greater assistance in troubleshooting.

We haven't had any issues related to it crashing.

It works well for us now. It is used within the service desk department, and there are only a certain number of people who log in and access remote computers. We have 20 to 30 technicians who are using this solution.

We won't be opening it up to a lot of people or the entire IT department because that would be expensive. Its licensing is on a per technician basis. We would have to buy more licenses if we have more users. This is something that needs to be considered for a large-scale rollout.

If we were to expand its use within our organization, that should be easily doable.  BeyondTrust allows for multiple servers with redundancy and failover, so we could add additional servers where we have the most users in order to handle increased load.

The only time we had to work with them was for the initial setup. Their professional support helped us out with that. It worked well because we did get it set up. We didn't really have any complaints.

Its initial setup was a little bit involved, but it was nothing that we couldn't eventually handle. We have a tool with a button that deploys endpoints. Users can just click on that button, and it'll get them into a queue.

It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost.

Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features. 

We were limited on time, so we did a little bit of evaluation. Later this year, we may evaluate again.

It has worked pretty well for us, but it is probably better suited for larger organizations because of the cost. If you've got a small organization and you need to do a small amount of remote support, a less expensive option would be more suitable.

I would rate BeyondTrust Remote Support a nine out of ten.

Our primary use cases are providing IT support to remote users who are coming through the network and managing the local password rotation for users. 

I have been working with BeyondTrust Remote Support for one year now.

The solution currently is not stable and we gave a road map of our expectations two or three days ago.

There was a scalability issue but that has now been solved. We are currently using it for twenty thousand users and we want to scale up to one hundred thousand users.

The support team who are interfacing with us, are excellent. They are on time for any response, but probably what I am guessing is that the backend team is not getting the same response on the development.

Positive

The initial setup was easy and deployment was not a problem.

The cost currently according to the client is a bit high for them.

I would rate BeyondTrust Remote Support an eight out of ten.

Our company uses the solution to provide remote access control for our customers who onboard between 100 to 1,000 assets. 

Use cases can also include bridging active directories, servers, and databases.

Remote sessions are automatically recorded so there is a history of all coding and scripting. Notes and videos can be attached for both customers and service partners which is powerful.

Managing user accounts is easy. 

The solution should offer free training modules that focus on integrations for various servers, platforms, and devices. 

We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM. 

I have been using the solution for three years. 

The solution is stable with proper integration and I rate it an eight out of ten. 

The solution has rolled out a new environment with modified inner core that makes it very easy to scale and add assets or users. 

I rate scalability an eight out of ten. 

The setup can be simple or complex because it depends on the size of the customer's environment. Setup and deployment can take from two weeks to three months. 

Two engineers work on each project to onboard assets and set up users.

Our service partner implements the solution for customers. 

The solution is subscription-based and depends on the number of admin users. 

Previously, the solution's pricing was based on the number of assets. 

Pricing is comparable to One Identity but is too high. 

I rate the solution an eight out of ten. 

We['ve been using the solution for remote support.

The regular use case is regular support for end-users, however, the other value of the platform is the fact that it gives very, very detailed insight capabilities and session recording capabilities. 

Another interesting use case is for inviting external support by our partners, locally. We are capable of inviting external support. 

The mobile support is rarely used, yet still in place.

The solution does offer mobile support.

Setting up the cloud deployment is very simple. 

The solution is stable.

We've found the technical support to be quite helpful and very valuable to have.

There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well.

iOS interactive support would be a cool addition. Right now it's a non-interactive view.

The licensing is very expensive. 

We've been using the solution for five years.

The product is very stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

We find that there is potential for scaling. The scalability requires some effort, however, especially within the on-premise environment.

In terms of usage, we've got around 50,000 users who get supported by it and the actual operators of the product are around 2,000 people.

We do not plan to increase usage. It will be hard to extend its use from the current levels.

Technical support has been very valuable. We are happy with the level of support.

Previously, we tried LogMeIn and we tried TeamViewer as well.

BeyondTrust had much better auditing capabilities and was putting a lot of effort into ensuring that the solution is secure enough. We chose it mainly due to the capabilities that BeyondTrust provides, within the area of auditing, session control, and session insights.

For the on-premise environments, the initial setup was quite complex. That was not due to the solution, however. Rather, it was the complexity of the local environment. 

The cloud setup was quite simple. The only challenge is the life cycle of those remote agents.

We do not need a large team to handle maintenance. There are two people globally maintaining it.

The solution is very expensive.

We are billed yearly.

We are using the latest version of the solution.

We have two environments. One is on cloud and one is on-premises.

I would advise potential users that if they need best-in-class, then definitely they should look at BeyondTrust. That said, you have to keep in mind the cost of it.

I'd rate the solution at a nine out of ten.

The primary use case of this product is for remote support. Customers will call in with an issue and we connect them with an engineer. Some of our engineers also work remotely.  I'm the director in the CTO office and we are customers of BeyondTrust. 

Allows seamless access to client environments without installing agents everywhere.

Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.

I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.

The company has been using this solution for three years. 

The solution is stable. 

The solution is scalable although there's a cost involved. We have both manager services and professional services people using it. Our IT manager is the person who deals with upgrades. 

I don't deal with technical support but I haven't heard any complaints. I think they're okay. 

The company previously used a different solution and I think the reason they switched was that with BeyondTrust you didn't need to install agents while the previous solution was agent based. Other than that, I don't think there was much between them. 

I don't know what licensing costs are but I believe it's on par with other solutions when we did compare that. It may be a little more if you have many concurrent sessions needed. 

It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.

I rate this solution an eight out of 10. 

We primarily use the solution for connecting to our customer systems to remediate issues.

We deliver remote support for end-user clients. This tool is deployed in our end-user support division where we take care of the needs of computer users and we connect to their computers and we help them resolve their issues. We absolutely need a remote support tool. I don't have any metrics that say this improves our bottom line versus that one, however, we can't do this service without this tool.

The solution's most valuable aspect is its ability to be able to record sessions.

Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand.

I've been using the solution for ten years. It's been about a decade so far.

The solution has been very stable. We haven't had issues at all. It doesn't crash or freeze. There aren't bugs or glitches either.

I don't have enough data on scalability. It's just anecdotal, however, it seems to expand horizontally and you can just add more licenses.

We have a concurrent license model and we have 15 licenses. The people who use it in our organization are all help desk folks.

We have plans to increase usage. As we grow, we add new licenses.

I don't know of any interaction with technical support. I've never reached out to them in the past.

We're also using Instant Housecall. We bought another company and they are the ones using the Instant Housecall. As part of the merging of these two organizations, we needed to pick one and stick with it.

The initial setup is not complex. It's quite straightforward. I say "Get it done," and they get it done. It's very easy for me.

There wasn't really an implementation strategy that I know of. It was deployed before I began working with the company.

The help desk manager is in charge of maintence and they probably dedicate less than 10% of their time, maybe 5% of an FTE.

The initial setup was done in-house with our own team. We didn't need the assistance of resellers or consultants.

We have a service offering called Remote Support. We can't deliver it without this tool. The tool costs $10,000 and we make $100,000. It's a pretty good ROI.

The licensing is concurrent and we spend about $10,000. It's my understanding that there aren't any extra costs beyond just the straight licensing.

We use a current version of the solution. We have a subscription model, and therefore we always buy the latest and greatest.

I'd advise anyone considering the solution to talk with experts both in their company and without.

On a scale from one to ten, I'd rate it at an eight.

My company uses BeyondTrust Remote Support to provide remote support to our customers and clients.

The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.

The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.

I have been using BeyondTrust Remote Support for five years. I am a customer of the product.

It is a very stable solution.

It is a scalable solution since there have been no performance issues.

In my company, more than 50 people use the product.

My company has contacted the solution's technical support. I rate the technical support an eight out of ten.

Positive

The initial setup was easy. One can install it very easily.

The solution is deployed on-premises.

BeyondTrust Remote Support is a very expensive product.

My company chose BeyondTrust Remote Support over other products since it possesses session recording capabilities. If our customers wish to have some clips, our company provides videos or screenshots using the tool's recording capabilities.

I can recommend the product, but it is important to note that it is expensive.

Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.

Overall, I rate the solution a seven out of ten.