BeyondTrust Remote Support Reviews & Pricing

by BeyondTrust Corporation | Founded 1985, Los Angeles, California

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Overview Pricing Benefits Reviews Features

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What is BeyondTrust Remote Support?

Industry Specialties: Government, Healthcare and Biotech, IT Services, Media, Manufacturing.

BeyondTrust Remote Support is a sophisticated software solution designed to facilitate secure remote desktop access and support. It is particularly well-suited for IT professionals and support teams across various industries, including healthcare, finance, and technology, where secure and efficient remote assistance is crucial. The software offers unique benefits such as robust security features, seamless integration capabilities, and comprehensive session management. Users appreciate its ability to handle multiple sessions simultaneously and its compatibility with a wide range of devices and operating systems. Compared to similar products, BeyondTrust Remote Support is often praised for its intuitive interface and reliable performance. Pricing details are not readily available, so it is advisable for potential users to contact SelectHub for a tailored quote based on their specific requirements. This ensures that organizations can align the software's capabilities with their operational needs and budget constraints effectively.

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BeyondTrust Remote Support Pricing

Based on our most recent analysis, BeyondTrust Remote Support pricing and cost details are described here:

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Starting From: $0
Pricing Model: Still gathering data
Free Trial: No

Training Resources

BeyondTrust Remote Support is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for BeyondTrust Remote Support:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

BeyondTrust Remote Support Benefits and Insights

Why use BeyondTrust Remote Support?

Key differentiators & advantages of BeyondTrust Remote Support

Enhanced Security: BeyondTrust Remote Support employs advanced encryption protocols to protect sensitive data during remote sessions, ensuring compliance with industry standards.
Improved Efficiency: Technicians can resolve issues faster by accessing remote systems directly, reducing downtime and increasing productivity for both support staff and end-users.
Scalability: The software supports a wide range of devices and operating systems, allowing businesses to scale their support operations as they grow without needing additional tools.
Seamless Integration: BeyondTrust integrates with existing IT service management (ITSM) and customer relationship management (CRM) systems, streamlining workflows and enhancing overall service delivery.
Audit and Compliance: Detailed session logs and recordings provide a comprehensive audit trail, aiding in compliance with regulatory requirements and internal policies.
Customizable Access Controls: Administrators can define granular access permissions, ensuring that technicians have the appropriate level of access to perform their tasks without compromising security.
Cross-Platform Support: The ability to support multiple platforms, including Windows, macOS, Linux, iOS, and Android, ensures that all users receive consistent support regardless of their device.
Reduced Travel Costs: By enabling remote troubleshooting, BeyondTrust minimizes the need for on-site visits, leading to significant savings in travel expenses and time.
Improved Customer Satisfaction: Faster resolution times and secure, reliable support contribute to a better customer experience, enhancing overall satisfaction and loyalty.
Real-Time Collaboration: Multiple technicians can collaborate on a single session, sharing insights and expertise to resolve complex issues more effectively.
Unattended Access: Technicians can perform maintenance and updates on remote systems without user intervention, ensuring minimal disruption to business operations.
Comprehensive Reporting: Robust reporting tools provide insights into support operations, helping managers identify trends, measure performance, and make informed decisions.
Reduced Risk of Data Breaches: By limiting the need for third-party remote access tools, BeyondTrust reduces the risk of unauthorized access and potential data breaches.
Flexible Deployment Options: Available as both a cloud-based and on-premises solution, BeyondTrust offers flexibility to meet the specific needs and preferences of different organizations.
24/7 Global Support: With support available around the clock, businesses can ensure that technical assistance is always accessible, regardless of time zone or location.

Industry Expertise

BeyondTrust Remote Support is particularly well-suited for organizations with large infrastructures and numerous users to manage, especially those requiring immediate or rapid support. It's ideal for companies with thousands of endpoints and mobile devices, where security and efficiency are paramount.

Synopsis of User Ratings and Reviews

Based on an aggregate of BeyondTrust Remote Support reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Secure Access: Enables support teams to securely access desktops and IT systems without exposing credentials and passwords, enhancing overall security.
Simplified Support: Provides a single solution for accessing and supporting almost any remote computer or mobile device, streamlining support processes.
Enhanced Compliance: Offers automatic real-time activity monitoring, session recording, and detailed audit logs, simplifying compliance efforts without disrupting workflows.

Cons

Cost: BeyondTrust Remote Support's pricing can be a significant barrier for some businesses, especially when considering the need for multiple licenses.
Mobile Device Support: The software's mobile device support has been criticized for being cumbersome and user-unfriendly, particularly when assisting users on smartphones and tablets.
Lack of Voice Integration: Unlike some competitors, BeyondTrust Remote Support lacks built-in voice communication, requiring users to rely on separate tools for voice interactions during remote sessions.

Researcher's Summary:

Is BeyondTrust Remote Support the gold standard for remote desktop solutions, or does it fall short? User reviews from the last year reveal a mixed bag. While many appreciate its robust security features and intuitive interface, some have voiced concerns about its mobile device support and pricing. For instance, one user lauded the software's ability to facilitate seamless remote troubleshooting across various platforms, highlighting its value for technical support teams. Conversely, another user expressed a desire for integrated voice chat, a feature readily available in competing products like AnyDesk.

BeyondTrust Remote Support's strength lies in its comprehensive auditing capabilities and cross-platform compatibility, making it a versatile tool for businesses of all sizes. However, its setup process has been described as cumbersome by some, particularly when compared to the simplicity of Microsoft Remote Desktop Services. This difference is crucial for organizations prioritizing ease of deployment, especially those heavily reliant on Windows environments.

In conclusion, BeyondTrust Remote Support is best suited for organizations prioritizing robust security and cross-platform compatibility over ease of setup and advanced features like integrated voice chat. Its comprehensive auditing capabilities make it a particularly good fit for businesses with stringent compliance requirements. However, organizations with limited budgets or those seeking a solution with a smoother setup process might find alternatives more appealing.

Key Features

Notable BeyondTrust Remote Support features include:

Session Recording: Automatically record all remote support sessions for auditing and compliance purposes, ensuring accountability and transparency.
Customizable Branding: Tailor the interface with your organization's logo and colors to maintain brand consistency during support interactions.
Multi-Platform Support: Provide assistance across various operating systems, including Windows, macOS, Linux, iOS, and Android, ensuring comprehensive device coverage.
Advanced Encryption: Utilize robust encryption protocols to secure data transmission, protecting sensitive information during remote sessions.
Collaborative Support: Allow multiple technicians to join a single session, facilitating teamwork and faster problem resolution.
Unattended Access: Access remote systems without end-user presence, ideal for after-hours maintenance or troubleshooting.
Integration Capabilities: Seamlessly integrate with popular ITSM and CRM systems like ServiceNow and Salesforce to streamline workflows.
Real-Time Chat: Communicate with end-users via an integrated chat feature, enhancing support efficiency and user experience.
File Transfer: Securely transfer files between devices during a session, enabling quick sharing of necessary documents or tools.
Session Permissions: Control access levels and permissions for technicians, ensuring only authorized personnel can perform specific actions.
Mobile Device Support: Extend support capabilities to mobile devices, allowing technicians to troubleshoot smartphones and tablets effectively.
Audit Trails: Maintain detailed logs of all support activities, providing a comprehensive record for compliance and review.
Custom Scripts: Execute pre-defined scripts during sessions to automate repetitive tasks, saving time and reducing errors.
Remote System Information: Gather detailed system information remotely, aiding in quick diagnosis and resolution of issues.
Two-Factor Authentication: Enhance security with two-factor authentication, adding an extra layer of protection for remote access.
Scalability: Easily scale the solution to accommodate growing support needs, ensuring it remains effective as your organization expands.
Session Handover: Transfer active sessions between technicians without disconnecting, ensuring continuity in support.
Custom Reporting: Generate detailed reports on support activities, providing insights into performance and areas for improvement.
Endpoint Management: Manage and monitor endpoints remotely, allowing for proactive maintenance and issue prevention.
Web-Based Access: Access the remote support console from any web browser, offering flexibility and convenience for technicians.