Overview
Product Information on BeyondTrust Remote Support
What is BeyondTrust Remote Support?
BeyondTrust Remote Support Pricing
Overall experience with BeyondTrust Remote Support
“Efficiency and Confidence in Business Analysis with BeyondTrust”
“Great Product - BeyondTrust Remote Support”
About Company
Company Description
BeyondTrust focuses on Privileged Access Management (PAM), providing services and products to organizations globally. They help businesses secure and manage their privileges both within traditional and hybrid environments, including the cloud. BeyondTrust's integrated solutions offer an advanced PAM solution, designed to minimize the attack surface. The Universal Privilege Management methodology from BeyondTrust aims to secure privileges across access, passwords and endpoints. This provides organizations with the necessary control and visibility to foster operational performance, gain compliance, and mitigate risks.
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BeyondTrust Remote Support Likes & Dislikes
The critical part for me was making sure our systems were accessible and working no matter what machine is used, and with BeyondTrust I didnt have to worry if it was Windows or Mac. The remote control experience was the same. I only needed to learn one way of connecting, yet I could work on different machines right away. This took away a lot of the complexity and let me focus on making sure the systems were running properly, instead of wasting time figuring out different remote access methods. It really helped me spend my time on the actual work rather than figuring out how to remote into our systems.
Easy
- The connection to units feels more reliable compared to what we were using previously. There would be frequent disconnections, or freezing. To then fix that issue, we would need to exit the entire application and re-open/sign-in, but since switching, we haven't encountered the same problems. - We're able to uninstall certain applications in the background without needing to interrupt the user's work. - The chat functionality has been awesome, makes remote sessions much easier. - Transferring files is simple, and does not require a lot of extra work for it to function.
The UX of the remote control could be improved, especially with the buttons and icons for features like remote copy or service checks. The buttons are quite small and not easy to notice. It would also be better if unsupported features were completely hidden instead of just greyed out, since this can cause confusion at first it looks like the function is available but not working, only to find out it isn't supported on certain OS versions.
support doesn't want to get on a support call or meeting
This is a difficult question to answer, because there's not much that I don't like about the program. There doesn't seem to be a way (at least that I've discovered) to edit the groups/users tabs while in the remote support program, and in most cases (for our deployment) some aren't relevant, so it would be nice to have an easy option to customize those tabs. I believe that I had to enable some extra features such as viewing more detailed information about the computer, applications, etc. when we first started, which technically didn't happen until later when I stumbled upon it by accident, so having those enabled by default would be helpful I think. I feel like it would be more useful to be enabled automatically rather than disabled automatically and then have to enable it. Increased documentation on ensuring the BeyondTrust services stay running on the target computers would be helpful. We've found in some cases the services stop unexpectedly on the target computer, which means we can't remote to it since it's offline, and then have to reboot or manually start the service to fix it. I've received support for this issue, but increased documentation on how to tackle the problem would be helpful.
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BeyondTrust Remote Support Reviews and Ratings
- Project Business Analyst50M-1B USDBankingReview Source
Efficiency and Confidence in Business Analysis with BeyondTrust
During our migration project over the past two months, I found BeyondTrust Remote Support very helpful in my work as a business analyst. I liked that I could securely access different systems without going through several logins or waiting for IT support. This let me check settings, confirm user access, and review how things were working in real time, which kept the project moving without delays. My experience with this was above my expectations, especially during crucial moments of our project. It made system checks and coordination with the India and Philippines team a lot easier. We are able to cut down on downtime during testing, and gave me confidence that everything was done in a safe and secure way before signing off, and hand over the system to business operations. BT Remote support really helped me a lot in my project. - IT ASSOCIATE50M-1B USDManufacturingReview Source
Great product that delivers improvements
We moved from another support program over to BeyondTrust, and while we haven't fully completed the deployment throughout our organization yet, the experience with BeyondTrust has been much better. The support that we've received when issues have arisen, and just the overall usability of the program has made our jobs significantly easier from a perspective of remoting to user computers to assist for troubleshooting. - Engineer<50M USDBankingReview Source
Session Recording Lacks Audio While AI And Mobile Features Are Suggested
We are using Bomgar for more than 5 years and all our support is done with the remote support and client finds it easy to connect, only few improvements that could be done is when remote in Audio Support over the internet so we can call the client and connect and talk over now most time we call over Telephone line or zoom for voice and then connect over Bomgar, also we use the chat communication. and the session recordings get saved but without voice. this area could be improved - Director of IT<50M USDIT ServicesReview Source
Secure Remote Access Meets Cloud Transition Challenges With Higher Expenses Expected
We have been using BeyondTrust Remote Support for over 11 years. It is an indispensable tool for our organisation and has worked faultlessly for over a decade. - SR IT SUPPORT SPECIALIST<50M USDBankingReview Source
File Transfer and Command Execution Streamline Issue Resolution in Remote Support Sessions
Beyond Trust has been great for our support provided to users. The remote product is continually being improved with every release.