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BeyondTrust Remote Support
What do you like best about the product?
The tool is secure; the rep console offers several options to get information about the system, session, files, and user.
What do you dislike about the product?
The agent is complex to install. The admin console is confusing and not easy to use.
What problems is the product solving and how is that benefiting you?
It offers a secure way to provide remote support to users. It also has a very extensive logging component.
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Comprehensive Solution
What do you like best about the product?
Provides a robust remote environment that can provide granular controls around the user and access permissions while allowing both attended and unattended endpoint access. Net new environments are easy to set up and maintain.
What do you dislike about the product?
The price point for Remote Support is a bit higher than some other products on the market. But very few can provide the same level of functionality or direct technical support.
What problems is the product solving and how is that benefiting you?
We are a global company, both with Retail and Technical sites. Remote Support allows my support agents to remotely access any endpoint, from any approved location. Remote Support allows us to access an endpoint in both an attended sessions, initiated by the user, or unattended as necessary. This has greatly reduced downtime when dealing with issues.
BeyondTrust Remote Support is awesome!
What do you like best about the product?
This remote support application has changed our entire service desk culture since we started using it several years ago. It allows us to do everything we need to do and the flexibility of the product has allowed us to take advantage of additional troubleshooting and remediation options to assist customers more easily.
What do you dislike about the product?
I haven't encountered any negatives, the only thing I can even think of is the product is so robust and trouble free, we tend to get behind on versions because we haven't had a need to update it. When we DO update, we usually have to have customer support build us updates to install.
What problems is the product solving and how is that benefiting you?
First call resolution is so much better when our helpdesk techs can remote into a customer's machine and resolve issues before deploying a field tech. Being able to actually see the issue makes troubleshooting dramatically more effective.
Fantastic remote support client with a huge range of customization and support.
What do you like best about the product?
Representative client is clean and easy to use and it provides an easy way for us to connect to and support all our client who are not at all tech savvy.
What do you dislike about the product?
The only slight downside we run into is the representative client becoming unresponsive when connecting to clients whose systems are very slow and their internet connection is also slow. The Rep client almost always recovers but it can struggle when initially connecting to slow systems.
What problems is the product solving and how is that benefiting you?
Ability to connect to our customers so we can provide them with support in an easy consistent way.
Excellent & Secure Product
What do you like best about the product?
Customizable product that works quickly and records all activity conducted on the endpoints. The connections are solid and the backend has been without issue.
What do you dislike about the product?
The solution is a bit more pricey than the competition, but the product provides additional value.
What problems is the product solving and how is that benefiting you?
Recording all interactions between support and endpoints. Allowing us to assist with the diagnosis and resolution to endpoint issues.
Ease of use and Excellent Product
What do you like best about the product?
very simple and easy to use, the customers love it, we are able to fix issues with little or no interatction from our customers. great product
What do you dislike about the product?
nothing but price, nothing but price, nothing but prices
What problems is the product solving and how is that benefiting you?
customer issues
Simple solutions for all platforms
What do you like best about the product?
They work hard to keep remote support operational on all different platforms with updates regularly keeping up with restrictions that are constantly changing.
What do you dislike about the product?
I wish the 2FA login to Representative Console allowed "Return" on macOS after entering the 2FA code. It always requires a mouse click on ok for some reason.
What problems is the product solving and how is that benefiting you?
helping us remote in to help all users with all kinds of problems
Great product, very good experience.
What do you like best about the product?
Its ability allows you to elevate privileges directly from the console session. Also great, it can carry a session over a reboot! Also, like on macOS, it gives the user meaningful instructions on how to approve all the user based settings to allow full control.
What do you dislike about the product?
There is some inconsistency with different peripherals where sometimes it will not detect keyboard inputs or will think a key is being held. Usually can be fixed by hitting shift, tab, or any other command key and then trying to type .
What problems is the product solving and how is that benefiting you?
Providing remote support to users who are remote and not in office. It also is allowing us to elevate certain tasks without providing the end user with any administrative access.
It's an excellent tool for remote support
What do you like best about the product?
More secure and easy-to-access the systems through console. BeyondTrust is more user-friendly to use. We can access the system using the internet and customize the server group using jumpgroup.
What do you dislike about the product?
It takes two licenses when we add the servers in two different jumpgroup.
What problems is the product solving and how is that benefiting you?
Easy to access user system to solve the issues
easy to audit
What do you like best about the product?
the wait you can provided support, evelate access search for information into the remote computer and all that can be audit to pass security certifications
What do you dislike about the product?
sometimes twofactor autenticator gets disconfigured, its hard to syncronized with AD its always syncing, ha is hard to configure
What problems is the product solving and how is that benefiting you?
centralized console to provided support to end users
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