BeyondTrust Remote Support vs. Slack

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BeyondTrust Remote Support
Score 8.8 out of 10
N/A
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world. BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of…N/A
Slack
Score 9.1 out of 10
N/A
Slack is a group messaging or team collaboration app that aims to simplify communication for businesses. Features include open discussions, private groups, and direct messaging, as well as deep contextual search and message archiving, and file sharing. Slack integrates with a number of other tools, such as MailChimp, Dropbox, and Google Drive. Slack was acquired by Salesforce in December 2020. The product is free to use, and also has paid plans with more features and greater controls. The…
$0
per month per user
Pricing
BeyondTrust Remote SupportSlack
Editions & Modules
No answers on this topic
Free
$0
Pro
$7.25*
per month per user
Business+
$12.50*
per month per user
Enterprise
Contact Sales
Offerings
Pricing Offerings
BeyondTrust Remote SupportSlack
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details*Per active user, per month, when paying once a year. Pro is $8.75 USD per active user when paying month to month. Business+ is $15.00 USD per active user when paying month to month.
More Pricing Information
Community Pulse
BeyondTrust Remote SupportSlack
Considered Both Products
BeyondTrust Remote Support
Chose BeyondTrust Remote Support
I also use Chrome Remote Desktop to connect to unattended digital signage, but that requires installing an agent on each target machine. Windows Remote Desktop works in some cases, but you cannot connect to a user's active desktop. Bomgar is the perfect support tool as it …
Slack

No answer on this topic

Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
BeyondTrust Remote SupportSlack
Remote Administration
Comparison of Remote Administration features of Product A and Product B
BeyondTrust Remote Support
9.2
52 Ratings
5% above category average
Slack
-
Ratings
File transfer9.049 Ratings00 Ratings
Instant message9.250 Ratings00 Ratings
Access to sleeping/powered-off computers6.231 Ratings00 Ratings
Session record9.242 Ratings00 Ratings
Annotations8.834 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
BeyondTrust Remote Support
-
Ratings
Slack
8.1
479 Ratings
4% above category average
Task Management00 Ratings8.0310 Ratings
Gantt Charts00 Ratings6.961 Ratings
Scheduling00 Ratings7.9259 Ratings
Workflow Automation00 Ratings8.3284 Ratings
Mobile Access00 Ratings9.3460 Ratings
Search00 Ratings8.4463 Ratings
Visual planning tools00 Ratings7.7187 Ratings
Communication
Comparison of Communication features of Product A and Product B
BeyondTrust Remote Support
-
Ratings
Slack
8.8
488 Ratings
10% above category average
Chat00 Ratings9.7488 Ratings
Notifications00 Ratings9.0484 Ratings
Discussions00 Ratings9.4473 Ratings
Surveys00 Ratings8.1302 Ratings
Internal knowledgebase00 Ratings7.7300 Ratings
Integrates with GoToMeeting00 Ratings8.8110 Ratings
Integrates with Gmail and Google Hangouts00 Ratings8.6182 Ratings
Integrates with Outlook00 Ratings8.8120 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
BeyondTrust Remote Support
-
Ratings
Slack
8.5
461 Ratings
7% above category average
Versioning00 Ratings8.1229 Ratings
Video files00 Ratings8.7412 Ratings
Audio files00 Ratings8.7403 Ratings
Document collaboration00 Ratings8.2318 Ratings
Access control00 Ratings8.2305 Ratings
Advanced security features00 Ratings8.4264 Ratings
Integrates with Google Drive00 Ratings8.9211 Ratings
Device sync00 Ratings9.1339 Ratings
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BeyondTrust Remote SupportSlack
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User Ratings
BeyondTrust Remote SupportSlack
Likelihood to Recommend
9.4
(111 ratings)
9.4
(489 ratings)
Likelihood to Renew
10.0
(63 ratings)
9.7
(23 ratings)
Usability
9.2
(29 ratings)
9.2
(103 ratings)
Availability
8.8
(9 ratings)
10.0
(1 ratings)
Performance
8.4
(7 ratings)
10.0
(1 ratings)
Support Rating
9.7
(28 ratings)
7.0
(66 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
8.8
(3 ratings)
-
(0 ratings)
Implementation Rating
10.0
(13 ratings)
10.0
(3 ratings)
Configurability
8.2
(2 ratings)
10.0
(1 ratings)
Ease of integration
9.1
(1 ratings)
7.0
(1 ratings)
Product Scalability
9.1
(5 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(2 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
BeyondTrust Remote SupportSlack
Likelihood to Recommend
BeyondTrust
I've been working with BeyondTrust's teams, with multiple customers and environments, and they consistently offer top-shelf support whether your environment has 250 users or 25000. Their staff is always patient and friendly in answering questions, working to resolve technical issues (should they occur), and they provide the information to help you understand how to do it yourself rather than perpetually relying on their technical consultants or engineers. They support Android, iOS, Linux, Windows, and macOS, providing instructions 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.
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Salesforce
Slack is well suited as another tool in our toolbelt to find answers to common questions and to find resources. it is less appropriate to be used to collaborate on a project in terms of being a project management tool
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Pros
BeyondTrust
  • Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
  • Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
  • Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.
Read full review
Salesforce
  • Can create channels for small, medium, or even bigger team to relay important information/updates and whatnots.
  • You can do one-on-one (huddle feature) if you're on-boarding a member.
  • A platform that can be collaborated with other platform. Example a CRM to be linked with Slack for easier comms relay.
  • The best feature for me so far is that you can mention a team member so he/she won't missed an important message you sent.
  • You can directly message about anyone within the company.
Read full review
Cons
BeyondTrust
  • Only issue I really have is the jump client goes to queu when our remote vendors shut down their machine. Works in our favor if we lose our connection but that never happens. And this is such a small issue but had to put something in here.
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Salesforce
  • Undoubtedly Slack’s search function is powerful but sometimes it is difficult to find specific messages or files in very active channels with high message volumes. This needs an improvement.
  • I have experienced notification issues on my phone. I am not receiving notifications and have missed important updates as a result. I tried uninstalling and reinstalling the app, but the problem still persists.
  • The Business Plus plan does not include support for data loss prevention or offline backup providers.
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Likelihood to Renew
BeyondTrust
Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.
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Salesforce
Slack is wonderful, it is a tool that changed our perspective and our way to work. We used to use another one, which was purely and sorely designed to messages. Slack provides us that possibility and more, all the other functions that we daily use in our work routine, not to mention the fact that Slack has a wonderful design and it's really easy to use and adapt.
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Usability
BeyondTrust
Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
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Salesforce
Applications can cause slowdown when onboarding because of the learning curve. Slack is user friendly and very easy to teach new users how to navigate the app. Installation is fairly quick, which also saves a lot of time when setting up new computers and users
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Reliability and Availability
BeyondTrust
The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
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Salesforce
Yes, the app works 24/7. I don't even recall having any period that we could not use since the implementation. Even the maintenance periods are barely noticeable and our work is not impacted by it when it happens.
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Performance
BeyondTrust
There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.
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Salesforce
Slack is a soft app, we don't have many issues with it. I recall one or two people complaining about something during our usage period, but I didn't have a bad experience. When the app is slow, usually the problem is with my computer or my internet. The app works just fine.
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Support Rating
BeyondTrust
The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable
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Salesforce
I've never had to contact support for Slack which is a great testament to its ease and use. Adding people outside of the organization takes a little getting used to, but ultimately allows for greater collaboration between FTE and contractors. There is no clear alternative to this software, so it's the best we can do for now.
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In-Person Training
BeyondTrust
we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
Read full review
Salesforce
No answers on this topic
Online Training
BeyondTrust
Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
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Salesforce
No answers on this topic
Implementation Rating
BeyondTrust
It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first
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Salesforce
It always helps if you communicate to everyone in the organization how important it is to drop whatever other chat tools they are using and jump quickly to Slack. They will all fall in love with it.
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Alternatives Considered
BeyondTrust
When we used Webex our customers often had issues because staff in medical offices don't always have easy access to browse the internet. We could send them an invitation but we would often go round and round with them. With BeyondTrust Remote [Support (Legacy)] we don't have that problem as it allows easy access for these customers.
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Salesforce
Slack is vastly easier to use than Teams and far less convoluted. It also handles Trello and GitLab integrations in a way that is easy to read and digest (whereas Teams handles them in the most useless way possible). Every time I use Teams, something is broken or I can't find things. But Slack is on the ball. Always easy to use and to search. Plus better emoji syntax (um, Microsoft, people put stuff in parenthesis all the time; that doesn't mean they want it to be emojis). Anyway, I'd choose Slack over Teams any day, if given the option.
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Scalability
BeyondTrust
Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.
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Salesforce
No answers on this topic
Return on Investment
BeyondTrust
  • Bomgar will easily turn a 45 minute phone call into a 5 minute support session. You can't get back that extra 40 minutes any faster.
  • Customers who complete the post session survey have all rated the service either high or very high. We love having happy customers.
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Salesforce
  • I don't have hard numbers, but I can't imagine the level of mistakes that would go uncaught without the easy ability of multiple people being alerted to look at something in real time.
  • Efficiency of communicating this way takes a lot of slog out of email, more focus on more important conversations and tasks
  • It is on managers to define expectations on how long it should take someone to respond on Slack; it can feel immediate, which can be distracting to deeper work
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ScreenShots