BeyondTrust Remote Support Reviews

“Great remote support tool

Pros

This tool has been a dependable shadowing tool for us as it stays current. its easy for both technicians and end users to work with and the key generation feature is especially useful. The ready link also makes it quick to share access details with the end user during a support session.

Cons

I do not have any complaints as the application has delivered everything I expected from it.

“VPN portal stood out for me!

Pros

One thing I appreciate is that it's a good web-based VPN portal, not just a basic VPN client and it also supports applets for running applications.

Cons

The biggest problem is that it does a very poor job of managing Remote Desktop screen resolutions.

“good machine control tools

Pros

Using it has been very simpel for both analysts and end users. The remote-in capability works well and the machine control tools are especially useful during support sessions. I also appreciate the user machine access elevation option, along with reverse screen sharing and the ability to grant control when needed. The chat session transfer and invite feature helps a lot when bringing others into a conversation and sessions reconnect automatically if the customer's computer reboots quickly that saves time.

Cons

One thing that feels missing is a live chat monitoring option for team managers. At the moment, the only way to oversee activity is through full machine monitoring access that is more than what's needed in that situation.

“solid monitoring :)

Pros

One of the best parts of BeyondTrust is being able to manage remote sessions while also keeping continuous visibility into who is using the tool and what they are doing during the connection.

Cons

oftentimes when a remote session slows down or runs into network issues, the copy-and-paste feature also stops working. The only way to get it working again is usually to start a new remote session so copying and pasting between the source and destination works properly.

“Secure across platforms

Pros

Security is one of its strongest points for me!! The session recordings and reports are genuinely useful, it runs well on different platforms and overall it's dependable and does exactly what we need it to do.

Cons

The cost does feel a little high, more so for smaller teams. Getting everything set up was somewhat complicated and it took a while to fully connect it with the other tools we use.

“Excellent remote support

Pros

Remote support has been great so far. It's affordable andd includes every feature we need and makes working remotely and helping others much more convenient.

Cons

Everything works as expected. I don't have any issues to report.

“Solid cjis compliance overall

Pros

Security and CJIS compliance were the biggest reasons we went with it and on that front it's a solid product. It handles most of what we need and generally does the job well.

Cons

A few features still feel missing compared with tools like ScreenConnect. It would be helpful to have screenshot and recording options, better support for viewing multiple monitors and file transfer capabilities. We've also run into times when it refuses admin credentials even though they're definitely correct especially with Entra credentials.

“remote support is dependable

Pros

Right from the homepage, everything is laid out clearly so getting to the features you need doesn't take any effort. Access is simple too, the platform feels highly secure and overall it's one of the better remote support tools I've used.

Cons

The only part I liked less is that, every now and then, it doesn't detect which computer is powered on. That said a quick restart of the software usually fixes it.

“Decentralized support actually works well

Pros

Across our IT security services team, anyone can jump in and support our large network of engineers that has been a big advantage. It helps keep our IT department decentralized while also allowing our engineers to stay decentralized so support is much more flexible across the organization.

Cons

One area that i feel could be better is communication during remote access sessions. It's hard to communicate effectively while troubleshooting so we usually have to rely on a separate chat tool to keep the conversation going!

“Very explanatory and user-friendly

Pros

Set up and everything was without a doubt easy and everything is explained very clearly that makes it simple to use.

Cons

I haven't run into any drawbacks yet but I'm still experimenting with this one and may try a few others as well.

“Good on and off campus control

Pros

Everything about this tool has been a win for us.. we can remote into any machine without hassle, whether it's on campus or off-site and if it's connected to the domain we can jump straight to that device without the user needing to do anything.

Cons

I really haven't come across much to dislike about this tool. If I had to point out one thing, it would be that adding SSO users as admins can be a bit complicated.

“support we rely on remotely

Pros

Its remote Support feature is now an essential parts of our infrastructure. We depend on it every day to remotely manage both client systems and our internal resources and it plays a critical role across our entire environment.

Cons

The one thing I'd like to see is a simpler way to mass deploy the agent as part of a Windows image.

“Ideal support tool

Pros

A very good technical management tool that provides strong remote support for devices.

Cons

No complaints at all!! it's something I would definitely recommend.

“Handy screen sharing feature

Pros

Being able to share a member's screen is really helpful because I can see exactly what they're seeing and a lot of the time the issue turns out to be simple user error.

Cons

The biggest problem comes up when helping Mac users since we kept running into security-related connection errors that prevented screen sharing from working.

“Trusted support for sure!!

Pros

I really Liked how secure and reliable it feels to use this tool! We can confidently use it whenever we need assistance from different support providers and that level of trust is a big plus.

Cons

I don't really have any negative feedback about BeyondTrust.

“good experience overall

Pros

Compared with the software we used before, this product has been a much better fit. I'd say its much simpler to use.

Cons

As of yet, i havent run into any issues with it.

“Great for IT support teams

Pros

With this software, remote access to another PC and troubleshooting issues are much easier to handle. It works really well for taking control of systems from a distance and it's especially useful for IT support teams handling user problems.

Cons

I felt the interface to be a bit outdated and it could definitely use a refresh and some overall improvement.

“Resourceful information sharing tool

Pros

Its a good tool, it helps all of us receive the information we need.

Cons

Although it allows users to connect and travel across the world but it is still not used very much.

“clean UI but pricey!!

Pros

Clients have no trouble using it at all that has been a big plus. The interface is clean and user-friendly and the product support has also been excellent whenever needed.

Cons

One downside is that it doesn't properly support iOS users that is a noticeable limitation. The pricing is also on the expensive side.

“Good interface!

Pros

Really pleasant to use, with a nice interface and features that also help integrate and improve company sales services while supporting remote work as well.

Cons

A very professional customer support product overall. It has been excellent I would definitely recommend it and I haven't had any problems since I started using it.

“User-friendly daily tool

Pros

From the get go, this software felt simple to use and is very user friendly. It's stable and reliable and I use it every day without running into any major issues.

Cons

I don't have any complaints. It's easy to use, user friendly and has been stable and reliable for daily use without any major problems.

“found it friendly for non-tech users!

Pros

Even people on the team who aren't very tech savvy can use it without much trouble that makes it really approachable for end users.

Cons

The licensing can get expensive and we also need team members to log off so others can use it.

“Satisfied with the support team :)

Pros

The support team was reachable whenever needed and the integrator really delivered with certified, capable profiles.

Cons

budget allocated to this solution is a bit expensive.

“Practical remote support tools

Pros

This tool comes in handy for all our technical issues now. Being able to send instant messages during support sessions is really useful and the interface feels user-friendly that makes the application pleasant to work with.

Cons

The application hangs sometimes while I'm using it and there are occasions when the customer support team takes longer than expected to respond to concerns.

“Terrific network access management!

Pros

Its a solid software for managing networks and controlling access to them. It's very simple to work with too!!

Cons

Biggest downside is the price since it's really only practical for larger organizations.

“a good interface and efficient automation

Pros

Our workflows have changed for the good... it's made handling client concerns really easy. The interface feels user-friendly and the email automation is one of the biggest reasons it stands out as such a solid application to work with.

Cons

It has been working well overall but the cost is on the high side for a small business. Another downside is that the customer support team has not been very supportive when help is needed.

“Smart threat detection tools

Pros

The application has a well-designed interface and the intelligent identity threat detection is one of the features I really like..

Cons

For me, getting started with the application was somewhat challenging but overall, it feels difficult to use and that definitely needs improvement. also the support team has not been very helpful i feel...

“quick access to remote servers

Pros

Creating and saving credentials makes it really convenient to get into remote servers and terminals fast. Assisting users is as simple as double-clicking their machine name and sharing files couldn't be much more sorted.

Cons

The downside is that different connection types come with different capabilities and that can create issues at times.

“good connectivity

Pros

Really handy product overall. It's simple to use, the available options are genuinely useful and the connectivity has been excellent.

Cons

There's not much to complain about. It looks good and works well.

“Hassle-free remote support

Pros

One-click remote sessions through the software actually make support quick and convenient. File sharing works smoothly and the platform adds a strong layer of security support and i also offers excellent customization options that makes it even more useful.

Cons

Nothing that i would like to report for now. It supports all operating system platforms so it has covered everything I've needed.

“impressive speed that boosts efficiency

Pros

I see a big difference in the way we handle remote assistance now. The interface is user-friendly and the speed is impressive that has helped us work more efficiently and improved customer satisfaction at the same time.

Cons

Pricing can be a downside I think, particularly for smaller businesses. There are also times when we do run into connectivity issues.

“Perfect for remote teams!

Pros

This cloud-based software has been a really valuable tool for our business. I like itss functions, including secure remote support, customer assistance and help desk management.Both Mac and Windows and even for beginners, it works. We can comfortably use it and it also allows access to connect with staff that makes it especially helpful for technical support teams working remotely.

Cons

A voice chat option with the client would make things much better since discussing issues verbally would be more convenient than relying only on chat. There are also some problems with elevating privileges when connecting to Windows PCs from a Mac,. also the mobile app can be unreliable at times and starting a session sometimes takes longer than expected. It also costs more than similar products and wouldn't let us use multiple resource files in a script and there is not enough storage space for saving those resource files.

“Dependable remote support from everywhere

Pros

Remote support has worked really well for our team, with secure access and reliable help available from any device.

Cons

I haven't run into any problems yet but I'll see how it performs over the next few months.

“A winner in remote access!!

Pros

This software comes with a lot of useful features that really help with knowledge transfer and ongoing development work. The standout ones for me are screen sharing, remote access and file sharing. It also adds a strong layer of security when connecting remotely.

Cons

No big issues yet, It's a reliable and efficient tool for accessing remote servers.

“Made troubleshooting easy!

Pros

Troubleshooting remote desktops is much simpler with this software and the controls feel very responsive and smooth to use.

Cons

The controls are somewhat limited but aside from that there really is no major downside.

“amazing team

Pros

The best part for me was the support team.. their remote services stood out and I liked how helpful they were throughout.

Cons

There really wasn't anything I disliked about the remote help.

“Trustworthy help for software issues

Pros

As a Digital Marketing Executive this tool supports me in all kinds of ways and helps me handle software-related issues without any hassle or discomfort.

Cons

Sometimes it takes a bit longer than expected to get started so patience really matters. It also can't resolve hardware-related problems but overall it does a solid job of taking care of software issues.

“Worldwide connection made simple

Pros

It's really nice being able to connect with people from all over the world through this platform.

Cons

The only thing I'd want improved is making the update process more simple.

“Accessible support from anywhere

Pros

Being able to use this remote assistance tool from anywhere and on any operating system makes a big difference in daily work. It helps us support customers and handle their issues very efficiently without much hassle.

Cons

There were a few connection problems once in a while but the admin team resolved them later. Aside from that, the tool has been very reliable and hasn't caused many issues.

“awesome features

Pros

The product was a solid choice because it combines usability with the functionality I needed.

Cons

I think there are too many notifications and tracking certain reporting problem areas or figuring out how to work with them can be frustrating.

“smooth file transfer feature!

Pros

My experience has been hassle-free way from start to finish with the remote support. The person assisting me was able to connect to my desktop quickly and smoothly and the whole session felt completely uninterrupted. The file transfer feature was also very easy to use.

Cons

No big downsides for me. Overall I had a very positive experience with Remote Support.

“Easy setup, strong control

Pros

Practical setup works really well and the flexibility to operate across different machines is a big advantage. Team management is simpler than expectedd, the task builder is solid and the password security and control features give us a lot of confidence.

Cons

Customer support is very slow to respond and task synchronization can create duplicate entries.

“screen sharing is easy!

Pros

Being able to share my screen with someone from IT has been really handy because I don't have to spend time trying to figure out the issue on my own.

Cons

There's nothing specific that i dislike.. I also haven't explored all of the features yet so I may have more feedback once I've used it more.

“Appreciate the humanized remote support

Pros

Its remote Support feature prove to be excellent for assisting my clients and suppliers. This tool makes the whole support process feel more personal and human that really improves the service experience.

Cons

The connection to the server loads a bit slowly that creates longer wait times. The interface could also be faster and more responsive.

“great support system

Pros

the tool was simple to access and I loved how it seemed to understand exactly what I needed help with, almost like it was right there with me.

Cons

I'd change ithe price bracket if I could... I just wish it were more affordable so more people could try it out.

“Quick to learn and use

Pros

Even without any prior experience using the software, it wasnt hard for me to get acquainted with all the features

Cons

The only minor challenge I've run into is helping users get to the correct URL to download the remote session. Aside from that, I really haven't had any problems.

“Remote support works great

Pros

After several months of using BeyondTrust Remote Support, I can honestly say I'm very pleased with how well it performs and how capable the platform is. One of the first things that stood out to me was how easy it is to use. The interface is clear and user-friendly so getting started didn't take long at all, even without much prior experience. Within just a few minutes, I was able to understand the main features and start using the software effectively. Another strong point is the way the software handles secure and stable remote connections. I was genuinely impressed by how fast and fluid the sessions were that made remote support work feel smooth and efficient. That level of reliability really makes a difference in day-to-day use. the customer service also deserves praise.. their support team has been highly responsive and knowledgeable whenever I needed help or had questions. Each time I reached out, they handled my issues quickly and showed a real willingness to assist that added a lot to the overall positive experience.

Cons

I ran into a few occasional connection drops but Remote Support still did a commendable job of keeping sessions dependable, even in less-than-ideal conditions. In practice, those interruptions had very little effect on my productivity since I was still able to continue my work without too much disruption.

“I like the screen sharing feature!

Pros

Screen sharing has been really useful because it lets someone actually see what's wrong with your computer instead of trying to explain it back and forth.

Cons

The alerts and escalation side might be an area to improve, although I don't use that feature very often.

“optimal features for enterprises

Pros

Feature set feels comprehensive for our team and its packed with options. I'd definitely recommend it for large enterprises as well.

Cons

It's a solid product but that quality comes at a cost. The pricing could be better if they want broader adoption.

“Faster, timely remote support

Pros

This tool's Remote Support ended up being the right solution for delivering quicker, higher-quality support. Being able to access servers, workstations, network devices and systems from wherever help is needed has made a big difference. We dont deal with delays and complaints anymore.

Cons

Based on my use till now, nothing that i dislike. It has been useful and effective for providing fast remote support.