Item: BeyondTrust Remote Support
Rating: 10
Author: Rob Cepelak

Overall Satisfaction with BeyondTrust Remote Support

Use Cases and Deployment Scope

We use BeyondTrust Remote Support in our organization to assist our customers with technical support issues and for remediating malware from their sytems. In addition, we are able to use the software across multiple operating systems which was a detriment of our previous sofware. I really enjoy the reporting and administration features and the willingness for BeyondTrust Remote Support 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 just amazing. Thanks for making our team more efficient and helpful to our customers.

Pros and Cons

Pros

They empower our service desk
Utilities within the software all work as designed
Complete remote solution for our business

Cons

Connecting to mac devices can sometimes be challenging

Return on Investment

this software has provided a positive impact because you dont have to be an expert to get started
With the ability to use the sofware for collaboration, we've been able to retire one of our old collab softwares saving us money

Usability

I cannot sing the praises more about how BeyondTrust Remote Support has changed our support team for the better. We were using an older software that had just escalated in cost over the years but was not keeping up with the changes in technology

Alternatives Considered

TeamViewer and LogMeIn Rescue

We have used TeamViewer and LogMeIn Rescue in the past. Both products offer the abilities to make remote connections, but LogMeIns monitoring capabilities are minimal and TeamViewer is costly for what you get...or more of what you don't get. Also, there have been some weird cybersecurity malware detections on team viewer lately that was causing concern

Key Insights

Do you think BeyondTrust Remote Support delivers good value for the price?

Yes

Are you happy with BeyondTrust Remote Support's feature set?

Yes

Did BeyondTrust Remote Support live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BeyondTrust Remote Support go as expected?

Yes

Would you buy BeyondTrust Remote Support again?

Yes

Other Software Used

Microsoft Teams, OpenText Core Share, OpenText ALM Octane

Likelihood to Recommend

In our line of work, the ability to provide a seamless and fast forward approach to support is important. It reflects positively on our support staff and teams when we can resolve issues quickly and effectively whether that's on servers, workstations, mobile devices etc. We have found the software to not be as beneficial on Linux Servers.

BeyondTrust Remote Support Feature Ratings

Comments

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You cannot go wrong with BeyondTrust Remote Support

Software Version