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.