BeyondTrust Remote Support Reviews

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.

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.

Technical engineers use this solution to assist their staff remotely. It enables the IT technician to connect remotely to an end user laptop and do some troubleshooting if that user is having challenges.

We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision. It takes screenshots and it saves those sessions in the cloud. This is important for audit purposes and these features make this solution stand out from the rest.

They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM. 

I have been using this solution for three years. 

This is a stable solution. 

This is a scalable solution. 

Their support team is very responsive. They have experienced engineers and we have direct contact with them if we need anything for a client. They are just a WhatsApp away.

I would rate the support for this solution a five out of five.

Positive

The initial setup is a very straightforward process. We do have engineers who are certified so its easy for us. I would rate this solution a five out of five.

Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five. 

I would rate this solution a ten out of ten. 

The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely.

They currently don't have remote access control  to Chromebooks, and I think they should start doing that.

In the next release, I would like remote access control to Chrome included. 
You can see the screen but not control on Chromebooks 

I have been using BeyondTrust Remote Support for three years.

The stability is very good.

BeyondTrust Remote Support scales well.

We have not contacted technical support after the implementation was complete.

Positive

Previously, we did not use another solution.

The installation is straightforward.

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

I'm an associate security engineer and we are partners with BeyondTrust.

I like the interface and it's helpful for me that when I'm taking a session it's totally in my control.

I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat. 

I've worked with this solution for about a year up to a couple of months ago. 

I used the solution for my internal environment and it was stable and efficient when connecting with the customer. We share the link and they access it. I used it for sessions of up to 20 people and it was fine. 

There is good documentation available so if I'm missing anything the BeyondTrust site documentation has all the answers. 

The deployment is straightforward and quite mature. 

I would recommend trying this solution. Particularly during Covid times with people working from home, it's useful to have the help desk with the GM in the office. 

There can always be improvements so I rate this product eight out of 10. 

We're using BeyondTrust Remote Support to create more support lines. One line of support for our employees, and the other for our clients at a bank. We're using this solution to fix problems for our clients and bank employees. I have branches in different cities, like the capital cities in Columbia.

It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us.

It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust. 

I have been using BeyondTrust Remote Support for two years.

We had local support and nothing more.

We pay every year for the box, and there are no additional costs. 

On a scale from one to ten, I would give BeyondTrust Remote Support a nine.

We are a solution provider and this is one of the products that we implement for our customers. It is used for providing secure remote support and allows you to control the support staff. You can see what they were doing on the machines and provides them the ability to work in a secure manner. It is done through a secure connection, where everything is recorded and can be audited.

This is a very secure product.

There are a lot of features available.

Technical support for this region can be improved.

We have been working with BeyondTrust Remote Support for a few months. We have really just started selling them, so we don't have a great deal of experience yet.

The is a stable product.

This solution is scalable and can support a lot of users.

The technical support is okay, although, for this region, it is a little bit tougher. They are expanding the market but I think that at the moment, they are not focusing on non-EU countries.

It is easy to deploy. It can be an on-premises physical appliance or a cloud-based virtual appliance deployment. You just need to set the policies and the users.

It is an expensive product, although it is secure and of high quality.

I would prefer that it was more affordable.

In summary, this is a really nice product that is really secure and I can recommend it to other users.

I would rate this solution a ten out of ten.