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It has been great for supporting companies we acquire and remote users.
What do you like best about the product?
Remote Support has been a vital tool in supporting companies we acquire until we are able to convert their systems to ours. Also, with the increase in working from home
What do you dislike about the product?
When upgrading Remote Support, the Agent on Windows 10 IoT fails to upgrade more than it succeeds.
What problems is the product solving and how is that benefiting you?
Remote Support allows us to connect to computers outside of our network. Also, we use it to invite Manufactures of equipment as External Reps to troubleshoot issues. This allows us to control their access and don't have to worry about firewall rules for whatever remote tool they like to use.
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Easy Management for Our Support Engineers
What do you like best about the product?
We have a single pane of glass for our advanced engineers to connect to remote systems and provide hands-on support to our clients. I rarely have to go in as an admin to make changes. The system has been rock solid.
What do you dislike about the product?
I wish it was free, but you get what you pay for.
What problems is the product solving and how is that benefiting you?
At Park Place Technologies, we provide our customers with hands-on support. Being able to connect without physically needing to go to their location, speeds up our time to start troubleshooting and getting the client back to running at 100%.
Excellent business support tool
What do you like best about the product?
The remote support tool has and is business focused and works well in an enterprise setup. Integration with AD and other tools provides seamless interoperability.
What do you dislike about the product?
The administration on the backend can be overwhelming but with time is understood and accomplishes the needed setup and controls.
What problems is the product solving and how is that benefiting you?
With an in office and remote workforce both, the need to 'be there' to assist is critical. Remote Support allows us full, unencumbered access to any system providing a better means of support for the user.
Remote Support Console
What do you like best about the product?
The remote support console is very easy to navigate and only requires an internet connection.
What do you dislike about the product?
Sometimes we experience issues with elevation
What problems is the product solving and how is that benefiting you?
Many times the Windows built-in tools or remote assist are not reliable and require a connection on the network- with BeyondTrust only requiring an internet connection has been very helpful
Secure and Easy to Use
What do you like best about the product?
With the onsite Beyond Trust Appliance, I can connect to systems in multiple locations to provide support securely. It allows me to communicate with the users and either walk them through a task or take control and perform tasks without user intervention.
What do you dislike about the product?
The initial setup is a little cumbersome and must utilize the site's help documentation. However, support from Beyond Trust is readily available, and they point you right to the site location of documentation.
What problems is the product solving and how is that benefiting you?
The ability to securely connect to devices within the company environment without opening security holes in firewalls. System Administrators have significantly reduced onsite visits and increased uptime for users.
Review of Beyond Trust Remote Support
What do you like best about the product?
What I like most is how robust and stable the platform is and how easy to deploy.
What do you dislike about the product?
We ran into some challenges with bulk management of local accounts via Jumpoint. We found a lack of ability to schedule bulk account imports.
What problems is the product solving and how is that benefiting you?
We had the topic of PAM solution come up on Cyber Security and rolled it out to meet these requirements
One of the best remote support tools I have used.
What do you like best about the product?
BeyondTrust Remote Support works well on a Windows platform.
What do you dislike about the product?
I dislike the restrictions when performing a remote sessions on Mac platforms.
What problems is the product solving and how is that benefiting you?
A user with Internet access, I can remote into their machine and get a better idea of their issue other than what they are telling me.
Remote Support is a big win
What do you like best about the product?
The ease of use for my TSC, the comfort level of my end users and the reporting and implementation was straightforward from an implementation perspective. My helpdesk loves this tool and it's been a savior to help our end-users on firm-machines as well as personal.
What do you dislike about the product?
Group policies and session policies could be a bit easier to understand and see how the settings impact the user's experience. especially as it relates to attended vs unattended.
What problems is the product solving and how is that benefiting you?
We were having issues with consistent helpdesk support to our end-users and also proxying privileged accounts (like local admin to install print drivers) and this has provided not only the access with security and recording but a consistent end-user experience that they appreciate to help solve IT end-user problems remotely.
Best of Breed: Remote Support Tool
What do you like best about the product?
It is very easy to use and administer. The cloud platform works extremely well, and adding more technician seats is very easy and worth the price. The client itself works extremely well for Android, IOS, macOS, and Windows. Linux is also supported, although we don't use it, so I can't speak to it.
We've had it for about 4 years now, and it has been great. Upgrades are always very simple, painless affairs. Once you get your organization setup correctly, there's not much overhead in terms of administration time, unless you change policies frequently. Ours has been largely "set and forget", as our needs for the product haven't really changed since we first began using it.
If you need a remote support tool that just works, has BROAD platform support across both Windows, macOS and mobile devices, and has a very fast SaaS offering,look no further.
We've had it for about 4 years now, and it has been great. Upgrades are always very simple, painless affairs. Once you get your organization setup correctly, there's not much overhead in terms of administration time, unless you change policies frequently. Ours has been largely "set and forget", as our needs for the product haven't really changed since we first began using it.
If you need a remote support tool that just works, has BROAD platform support across both Windows, macOS and mobile devices, and has a very fast SaaS offering,look no further.
What do you dislike about the product?
Distribution of the client in some environments can be challenging. The expiration of installation packages after a maximum of a year is understandable, but feels more like something that should be at the discretion of the administrators. We've never had issues with clients refusing to upgrade after the console is upgraded, so this seems like an unnecessary, undefeatable limitation.
What problems is the product solving and how is that benefiting you?
The need to be able to access physical and virtual desktops, along with mobile devices, from a "single pane of glass". We don't want multiple solutions to accomplish all of these things, we want a single tool that does them all, and does them well. BeyondTrust Remote Support absolutely fulfills that need for us, and has for years now.
Remote support with great amount of access controls and features
What do you like best about the product?
Beyond Trust remote support, at first, may seem confusing and overwhelming. However, after some simple training from the tech team or from the library of training videos, it can make it all super clear on the product's features.
What do you dislike about the product?
One of the least likable mass install features is that the session essential time frame max is for one year. This means that from the date of the created Jump Client installer package build, any sessions added with that installer would expire one year later. In a company that has very tight security rules and prevents applications from just auto updating means that machines would expire and then possibly not be able to connect again without some assistance from the end user side in most cases.
There is mention that changes are coming to that one downside, yet it is taking some time for them to move the fix to the masses that use the systems.
There is mention that changes are coming to that one downside, yet it is taking some time for them to move the fix to the masses that use the systems.
What problems is the product solving and how is that benefiting you?
Just started to use the Privileged Access Management for the company training staff to better optimize training in virtual means since the company has changed so much since Covid.
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