BeyondTrust Remote Support

- 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.

Easy

Its reliable and bug free, functions works and client easy connect

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.

support doesn't want to get on a support call or meeting

More Audio/Voice Integration Need and Session Record with Audio then we can have a Transcript and then we can feed these transcript to an AI to help support to address similar issues. - More AI Integration needed, routine support tasks where AI should be able to give clear steps to the support staff - Reporting & Analytics show how well the support team is performing the tasks, also we need a feedback loop where Initiate a custom feedback form after the session where the client can provide some feedback of the support they got - Mobile Support, and future mobile app support could enhance accessibility - Impro File Transfer speed and simplify navigation