BeyondTrust Remote Support Reviews

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 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%.

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.

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.

I have been using BeyondTrust Remote Support for the past five years.

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.

BeyondTrust Remote Support's scalability is very scalable because remote support has been streamlined, and I have no issues now.

The customer support of BeyondTrust Remote Support is top-notch and reliable.

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.

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.

My experience with pricing, setup cost, and licensing for BeyondTrust Remote Support is that it's cost-effective.

Before choosing BeyondTrust Remote Support, I evaluated other options including LogMeIn and Rescue by GoTo.

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.

On-premises

BeyondTrust Remote Support is a very versatile remote support solution that is widely used in my organization. I love it for its user-friendliness and the responsiveness of the user interface. It enables us to have efficient remote troubleshooting and assistance, allowing technicians to remotely administer systems and access computers without the need for in-person visits in my organization. My IT department and support team utilize it to resolve issues with internal servers, workstations, and software programs. BeyondTrust Remote Support facilitates remote support for clients across different locations, improving ticket accuracy and reducing the need for on-site visits. I love it because it also supports multiple platforms, which include Windows, Mac, Linux, Android, and iOS, making it flexible for both internal and external uses.

A quick specific example of when I used BeyondTrust Remote Support to solve an issue is that it has been extremely helpful in providing remote support to our users while working from home or remotely. It allows easy elevation of privileges so we can do administration functions on the user's computers remotely with ease.

During this era of working remotely or at home, BeyondTrust Remote Support has been the perfect solution in connecting to users to assist them with their tech support needs. With both the tech support and our users working remotely, we have been able to provide our full support to our users without anyone having to go into the office, hence saving a lot of time.

BeyondTrust Remote Support allows us to provide support to our users and clients, no matter where we or they are located, whether I am on my desktop at work, at home, or on my phone. It has a vast number of use cases and is a very flexible tool.

The best features BeyondTrust Remote Support offers are that it is very easy to use on any device, whether it is Mac or Windows or Android. Users of all skill levels have had no issues connecting with the support staff. It is an invaluable resource for tech support working remotely. It has a great interface, which is very intuitive. The mobile app really comes in handy. I love the ability to use it without a download from any computer.

The feature I find myself using the most or relying on most often is the intuitive user interface. I use it every day to navigate and customize it according to my needs, along with the mobile app. I love using it, especially when I am working remotely or at home. It is very flexible and easy to use, and I remotely access systems of all types. As I mentioned, it supports all types of systems, making it a very flexible tool.

Regarding the features, I would like to add that the security is also top-notch.

Additionally, it is reliable 24/7 with high connectivity.

BeyondTrust Remote Support has positively impacted my organization by enabling us to reduce travel expenses for our IT technician by at least 50%. It has increased our response time on issues, which reduced our employee's downtime.

The improvement in response time has been significant, with troubleshooting issues from anywhere there is an internet connection going from 20% downtime to 45% improvement.

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

Also, there should be better chat section functionality and a better ability to swap screen sharing.

I have been using BeyondTrust Remote Support for the past four years.

BeyondTrust Remote Support is very stable, and I have not experienced any lagging or downtime.

BeyondTrust Remote Support is very scalable because I have not seen any limits; it grows with my organization's needs and can handle my organization's requirements.

For the few times that I have had to reach out to them, BeyondTrust Remote Support's customer support has been very proactive and responsive.

We previously used TeamViewer but found BeyondTrust Remote Support to be very robust, secure, and better suited for reporting and ServiceNow integration, which has been helpful.

I have seen a return on investment, as customers are satisfied that they can be assisted remotely quickly and easily. We are solving more issues remotely through this tool when clients call in, and more departments now want to buy licenses for this tool.

My experience with pricing, setup cost, and licensing has been that everything was cost-effective.

Before choosing BeyondTrust Remote Support, I evaluated other options, including ServiceNow.

If you are looking for a tool that will troubleshoot easily and give your clients and employees who work remotely assistance, then BeyondTrust Remote Support is the best tool. It is where your customers will get satisfied that they can be assisted remotely quickly and easily. We have also been able to resolve more issues remotely without the need for traveling, hence saving a lot of cost and time. This is the best solution I would recommend for any organization that is looking for a great remote troubleshooting tool. I rate this product an eight out of ten.

Hybrid Cloud

Amazon Web Services (AWS)

My main use case for BeyondTrust Remote Support is to provide technical remote access to the computer systems we support for our customers. In addition to remote screen sharing, it also provides instant feedback on the status of computers and allows us easy access to inventory and system information. Its easy-to-use interface allows for use with almost zero training.

The ability to share a remote session or hand off sessions between representatives is very nice. The representative client can be a little buggy sometimes, but overall it works consistently.

I typically use BeyondTrust Remote Support for remote access for Mac OS computers. We support primarily businesses that use Macs, and good Mac OS support is very important. It also helps maintain logs and screen-sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards so we can tell exactly what happened every time we access a machine remotely.

BeyondTrust Remote Support allows for easy management of hundreds of computers in a single app. We support a lot of computers for dozens of our clients and employees. Finding the right computer to access is very easy and can be done with just a few clicks.

The best features BeyondTrust Remote Support offers include rapid deployment, extremely reliable service, a wide array of built-in tools, phenomenal support, integration with security providers, and increasing our security posture in my organization. It also provides remote support on our local network and outside of our local network.

These features impact my daily workflow significantly as they allow our technicians to support people in remote locations that before would have required them to drive out to the sites to troubleshoot, which was quite expensive. Now we are able to save considerable cost and time. When it comes to the flexibility of providing remote support through a number of devices, including mobile, it is very efficient.

BeyondTrust Remote Support can be improved by adding the capability to remote iOS devices, though it is Apple that prevents that from occurring.

I also wish the file store could be password protected.

There should be a universal desktop and mobile app for Windows 10 as an improvement for BeyondTrust Remote Support.

I have been using BeyondTrust Remote Support for almost my entire five years.

BeyondTrust Remote Support is very stable, with no crashing and no downtime. The performance is relatively high.

BeyondTrust Remote Support is scalable because it can be used by any size of organization. Its scalability grows with any organization's needs, making it a highly scalable tool.

The customer support experience with BeyondTrust Remote Support is positive, very proactive, and responsive.

I previously used LogMeIn Rescue before switching to BeyondTrust Remote Support.

I measured 60 to 70% time and cost savings through workflow changes.

I have seen a return on investment by tracking our previous experience when we were using previous tools. That's how we track our changes and workflows and how they change. We have been able to save considerable time and cost, especially because our tech team doesn't have to move from one place to another, thereby saving significant time and cost. We have also been able to increase security for all our devices in our organization.

My experience with pricing, setup cost, and licensing is that BeyondTrust Remote Support is very cost-effective, and affordability is very high. I don't have a problem with that.

Before choosing BeyondTrust Remote Support, I evaluated TeamViewer and Chrome Remote Desktop among other options.

BeyondTrust Remote Support has powerful features and scripts that make it easy to produce and easy for non-tech staff to use canned scripts.

BeyondTrust Remote Support is deployed in my organization on a hybrid cloud basis, and we use AWS as our cloud provider. I purchased BeyondTrust Remote Support through the AWS Marketplace.

BeyondTrust Remote Support is very cost-effective and has saved us time, 60 to 70%, especially because our tech team doesn't have to move from one place to another to troubleshoot or solve certain issues. It's very instant, even with the feedback. The support is top-notch.

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.

My advice for others looking into using BeyondTrust Remote Support is that it has a better pricing plan, is more secure, and has better implementation. It saves time and cost because the technicians are able to troubleshoot and resolve issues on time. Thus, it is a highly recommendable tool.

My company has a business relationship with this vendor by being customers. I would rate this product 9 out of 10.

Hybrid Cloud

Amazon Web Services (AWS)

BeyondTrust Remote Support is my primary remote support service that I use to help troubleshoot and fix issues with our users. This product is used by my entire IT department and helps with immediate or rapid support from our team to our end users.

A specific example of how I use BeyondTrust Remote Support to troubleshoot or fix issues is that it has been an invaluable tool for supporting our end users, especially while working remotely. We do not always have time to leave our desks to travel across the remote areas where our users or employees are located. Being able to remote into a machine as tickets arrive has saved us time on our support calls and cost.

I use BeyondTrust Remote Support to connect remotely to our client computers. This allows us to further troubleshoot issues before sending tickets to an onsite technician when it is needed.

The best features BeyondTrust Remote Support offers are that it allows us to take control of a computer remotely using a website. Users can access the website from anywhere. We are able to elevate rights and use admin credentials if needed through BeyondTrust Remote Support. File sharing is great, and desktop and screen sharing are also available. You can use it to screen share on multiple platforms. The amount of information that you can collect from a customer computer without even screen sharing is immense and helps to troubleshoot when there is a problem.

Elevating rights and using admin credentials has helped my team by making it easy to contact a user, ask for their machine asset tag, and then quickly and securely remote into their PC. Because we are able to have this capability, we can deploy this solution across our organization, and it works very well.

BeyondTrust Remote Support should be recognized for offering security and user confirmation for accepting screen share, which is great. Chat and file sharing are also available. Latency is minimal, and the performance is always high.

BeyondTrust Remote Support has positively impacted my organization in that for troubleshooting computers of our clients or users we can work from our offices or our own convenient place. This has saved us a lot of time and cost, with approximately thirty to forty percent of our time being saved. The directory listing all of our computers that have the Jump client loaded, showing both online and offline computers, is one of the best features for our remote support. You can support people on personal computers via the web interface portal without the need for agent software to be pre-installed. It also allows other programs to run in the background while running the program itself.

BeyondTrust Remote Support can be improved in that using this tool when a system is infected with malware is challenging. If you leave it open long enough without actively using it, an annoying pop-up appears.

The user interface of BeyondTrust Remote Support is a bit clunky and could be polished.

If BeyondTrust Remote Support could implement ticketing, that would be fantastic and greatly beneficial. However, I cannot think of much else to improve as they do a good job of updating as they see fit.

I have been using BeyondTrust Remote Support for the past six years.

BeyondTrust Remote Support is stable, as the uptime is high and the performance is powerful.

BeyondTrust Remote Support is highly scalable. It can handle my organization's growth and assist other organizations in growing as well.

Customer support from BeyondTrust Remote Support is very responsive and helpful twenty-four hours a day, seven days a week.

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

Positive

Before using BeyondTrust Remote Support, I previously used Microsoft System Center Service Manager.

My experience with pricing, setup cost, and licensing for BeyondTrust Remote Support is that it is cost-effective. BeyondTrust Remote Support is a very cost-effective and affordable tool.

We have seen a return on investment with BeyondTrust Remote Support as we are able to support our clients and users globally. We have such a large business that we needed a tool that would enable us to help people in all aspects of life, and BeyondTrust Remote Support has accomplished that. Our phone technicians are able to better help people when they call in, especially our clients, and provide more time for our building technicians to do their work.

Before choosing BeyondTrust Remote Support, I evaluated other options such as Cherwell Service Management and ServiceNow.

The advice I would give to others looking into using BeyondTrust Remote Support is that if you are looking for a great remote support tool, then look no further. BeyondTrust Remote Support is the best tool because it makes it very easy to troubleshoot. It is easy and reliable, and if you need to remote into another device, it is easy and provides you with powerful options while working with a customer.

BeyondTrust Remote Support is a great tool that we use in our service desk to remote users all across the world. We have over ten thousand employees, one thousand employees locally, but thousands more than ten thousand worldwide. This has been a perfect tool to reach out to them, especially when they have issues. I would rate this product an eight out of ten.

My main use case for BeyondTrust Remote Support is providing end user customer support remotely. A quick, specific example of how I use BeyondTrust Remote Support to support end users is that we use it to provide remote support to end users. The user goes on the portal and initiates the session, and our support team provides the support remotely. Whatever needs to be done on a computer, we do it remotely.

The best features that BeyondTrust Remote Support offers include a very quick and easy process to initiate, and it works fine without crashes. It gives you UAC-level access, so you do not have to deal with that. You can always install their jump agent, which will stay always on, which helps when you need to restart the computer multiple times.

BeyondTrust Remote Support is a complete and robust remote support solution which offers everything you need. Either you need shell access, GUI access, CMD access, or file-based access to upload files on the computers.

BeyondTrust Remote Support has positively impacted our organization because it resolved our main issue. As an MSP, when we need to provide support to other customers, we use BeyondTrust Remote Support. It resolves our issues, and we use it extensively. Now we can rely on it very much.

A specific outcome related to BeyondTrust Remote Support is that it improved customer satisfaction up to eighty to ninety percent. It also reduced the tools we were using because sometimes we were using Zoom and other tools, trying Teams. So it reduced that as well.

BeyondTrust Remote Support can be improved because they need to update their UI and they have slow performance metrics on low bandwidth. That is a significant issue and it is very expensive.

Additional improvements needed for BeyondTrust Remote Support include reporting, which would be a good addition, and addressing the slow performance issue. They also need to update their UI.

I have been using BeyondTrust Remote Support for five years.

BeyondTrust Remote Support is stable.

BeyondTrust Remote Support's scalability is fine and good.

BeyondTrust Remote Support's customer support is also good.

I previously used TeamViewer along with CyberArk and some other tools, and we switched to BeyondTrust Remote Support because it has all the capabilities in one, so you do not have to change tools based on your support requirement. This is why we moved there.

I have not seen a return on investment for BeyondTrust Remote Support, and I do not have any relevant metrics with us, such as money or time saved or fewer employees needed.

My experience with BeyondTrust Remote Support regarding pricing, setup cost, and licensing is that pricing is high. Setup cost is also high, though setup cost is less than the pricing and the license, which are high.

Before choosing BeyondTrust Remote Support, I evaluated other options, including TeamViewer and another one, and it was a winner because it can do more. It has everything.

My advice for others looking into using BeyondTrust Remote Support is that if you need something to remotely support your clients, customers, and teams, it is the best tool you can get in the market. I give this product a review rating of nine.

Public Cloud

Microsoft Azure

Compliance and regulations are primary use cases. Customers want to have control for all administrators and mainly want to control user and administrator access across all systems. These are a few main use cases.

BeyondTrust Remote Support mainly supports us in selling to customers and gives us the chance to become more familiar with the solution.

The pre-recording feature is mainly for customers to identify anything suspicious and gather evidence for user access. This is one of the main advantages we are selling to our customers.

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

Just-in-time access is another feature that lets vendors or outsiders have certain access during a specified period of time. This helps ensure secure access for users who have third-party vendors involved.

BeyondTrust Remote Support can be integrated with ITSM for ticketing creation and SIEM integration as well.

Pricing needs to be changed as this is a very expensive solution. Compared to other brands, this solution is pricey.

Feature-wise, BeyondTrust Remote Support is one of the better solutions compared to others because it offers multiple deployment methods. However, the main con is the pricing. My customers have budget constraints, so pricing is a pain point for them.

Three years.

The proof of concept is quite straightforward and easier to configure. BeyondTrust Remote Support provides a really good guide to follow.

Scaling is expensive, and the requirements of customers who deploy are quite large with significant specifications. Customers must control their own resources to meet the specification requirements of the master server.

During the proof of concept, BeyondTrust Remote Support principal has been helpful when we have issues. They provide advice and knowledge base resources for us to reference.

My company is a system integrator that sells solutions to our customers.

The customer prepares the environment for installation. Deployments have been done on Azure and Alibaba Cloud.

We work with multiple solutions. One of them is MasterSAM.

I have been selling privileged access management based on my past experience. So far, the solution is quite good and I cannot think of features that would be missing. The overall review rating for this solution is seven out of ten.

Hybrid Cloud

Microsoft Azure

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.

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.

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.

I have used the solution since 2006 or 2007. It has been around 18 years.

I don't see any issues here. The product runs very stably, and I cannot observe any problems.

I would give scalability a nine out of ten. It is very scalable.

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.

Neutral

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.

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.

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.

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.

On-premises

Other

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.

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.

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.

I have been in this industry for 18 years.

Technologies and prominent tools are continuously evolving and are stable as they adapt to market changes.

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.

The customer service is excellent. They are responsive to severity issues immediately, however, coordination could improve regarding the time difference in various regions.

Positive

I have experience with various prominent tools like CyberArk and BeyondTrust.

Initial setup depends on several aligning factors within the organization and typically takes a couple of months to complete.

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.

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.

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.

Public Cloud

Other

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.

We used it all the time in my previous organization. We don't use these tools here in my current organization. We don't yet have a need for them in this organization. It is a new and young company.

It is a great tool. It was very effective for what we needed it for. It enabled us to get in there very quickly and easily. It literally took only seconds. By getting in there and being able to fix and address whatever issue an end-user had, it served its purpose. 

It also allowed us to monitor what was going on, and we could go back and review later and see what that issue was for talking points for training and things of that nature.

It was invaluable because we were able to simply send a link out to whoever we needed to help within our organization. They'd click on the link, and they'd simply give us the permission that we needed to get in there. 

We could also monitor what our different support staff members were actively doing when they were trying to fix an issue or problem. It made it very quick and easy. It wasn't anything complicated. It was something that even the lowest-tech type of a person within our organization understood and didn't have a problem with.

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.

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.

In terms of features, it is a great tool. I don't see any area for improvement. It pretty much provides all the features that you need. I can't think of anything additional. It has everything that you could possibly want.

I never had any issues. It was very solid.

There was no problem in scaling it. Originally, we only needed a few licenses. We had purchased 10 licenses, and it was easy to add additional licensing. It was easy to expand throughout our organization. We had different tech teams with different roles, and we were able to work that in pretty quickly. It wasn't a problem at all.

Its users were from the support team. They were responsible for helping out internal folks and external customers with their technical issues. We had several ITSM tools for support throughout North America, including BMC, Cherwell, and Avante products. We were able to use Bomgar to access our external customer's platforms to be able to get in there and see what's going on and fix things for them.

It was very straightforward. There is nothing complicated about it.

Its deployment was done in a day. It was so quick. It didn't take long at all.

It is pretty pricey. It is not cheap. The licensing structure is not cheap. The tool is not cheap, but in the long run, it is well worth it. It is probably one of the best on the market because it is just so easy to use and easy to deploy. It gave us the ability to see what everybody was doing. It held people accountable. It gave us the accountability that we needed.

I can't remember the latest price, but I know that when we originally started, it was about 20 grand or 25 grand. I can't remember what we ended up with at the end of the day, but it was pretty pricey.

My advice would be to just follow the simple directions that they give you and use it right away. You'll see the benefit right off the bat. There is nothing that anybody really needs to know about it other than that it is a great tool. There is no reason to look at any other tools because it comes with everything that you could possibly need and protects organizations from any breaches.

Originally, we started out because we were pretty impressed with the tool, and then we became a reseller for them. Initially, when they were really pushing it out there, we started reselling it for them because we really liked the product so much. We haven't been a reseller the whole time. We haven't been a reseller for years for a long time. 

I'd rate it a nine out of ten. The only reason why I am giving it a nine is because of the price. The price is just so high. The solution itself is a great solution. It's effective for support needs. Any organization that doesn't consider it and is trying to use other methods probably doesn't care too much about security. They are opening themselves up to breaches if they are not using something like the BeyondTrust tool. The BeyondTrust tool is a safe tool to eliminate any chance of a breach.

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