Great Product. Great Support. Saved us during COVID-19.
Updated May 07, 2021

Great Product. Great Support. Saved us during COVID-19.

Randy MacFarland | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise Licensing

Overall Satisfaction with BeyondTrust Remote Support (Legacy)

We use BeyondTrust Remote Support within the IS department and Operations. It's heavily used more than ever due to COVID-19. All employees are working remotely and Remote Support is the only way we can help with issues ranging from accessing a file in Office 365, down to installing a local printer. Without it our company would have closed or may it near impossible for work to be completed. As long as the end point has internet access anywhere in the world we can access their computer and assist them.
  • Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
  • Remote access to the end point as long as they have internet access.
  • Administration, permissions in the setup are easy to follow, creating jump groups, policies.
  • Odd behavior with inherited permissions. Change the way a user in more than one group is handled when applying them to a jump group.
  • Making the console web based on a cell phone vs using the Android or Apple application.
  • Drag and drop or copy/pasting a file transfer vs using a separate tab function. I can copy/paste in RDP.
  • Without having this product before COVID-19 we would had no way to support staff from remote locations. Even though it might be a bit expensive we believe it's worth it.
  • We actually purchased PRA from BeyondTrust as we like Remote Support so much. Different product but similar in the way it is set up and managed.
  • Cost of licensing for console operates is expensive.
I've used Darmeware in house. It's not a bad product, but it doesn't work at all with remote devices over the internet.

I've used TeamViewer. Not a bad product. A little hard to use the remote console side.

We also have Microsoft Teams. It's very slow. Graphics are horrible. If the user is having an issue with Teams not starting or they can't login, we can't access their device. They basically need to be logged in and have Teams running.

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

Yes

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

Yes

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

Yes

Did implementation of BeyondTrust Remote Support (Legacy) go as expected?

Yes

Would you buy BeyondTrust Remote Support (Legacy) again?

Yes

It's great for any size company. It scales well. If you have staff that are remote it's great. I would say the only downside is the cost. It's charged based on the number of console agents and it can get quite expensive if you have a large number of IT helping out users at the same time. If you have a split shift you won't have that issue as it's based on concurrent logged in users.

I would say if you have remote workings it's one of the best products I used. We have have it set up for Dual Factor Authentication for extra security.

BeyondTrust Remote Support (Legacy) Feature Ratings

Screen sharing
10
File transfer
8
Instant message
5
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
7
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
10
Annotations
10
Multi-platform remote control
7