While working with teams outside of the country, the beyond trust remote support via the Microsoft teams platform allowed us to collaborate more effectively as instead of explaining where to find something, they could take control and show me themselves. Review collected by and hosted on G2.com.

From my experience of using it within Microsoft teams, I experienced no faults in the system. Review collected by and hosted on G2.com.

Sessions are fully encrypted (TLS 1.2+), with extensive logging, video capture, and audit trails. Works across Windows, macOS, Linux, iOS, Android, ChromeOS, and even network devices and kiosks. Multiple technicians can join a session (“session sharing” / “shadowing”) to solve complex issues faster. Review collected by and hosted on G2.com.

Some users note that the agent/client can be heavy on system resources, especially on older machines. Review collected by and hosted on G2.com.

Seure and stable. Compatible with most platforms. Smooth upgrades and updates. Review collected by and hosted on G2.com.

Improve the ease of use when performing a remote sessions on Mac platforms. Review collected by and hosted on G2.com.

The most helpful things about BTRS are the ease of set-up and use. It's supported by different OS and multiple engineers can work together in one session. The fact that the sessions are encrypted, audited, logged and more is perfect for our ISO office. The tool itself is reliable and stable. Review collected by and hosted on G2.com.

Currently no major issues were experienced. The GUI feels sometimes a bit outdated. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

nothing at all, maybe price but that is about it Review collected by and hosted on G2.com.

Multiple technicians can join a session simultaneously, with clear role assignments and controls. Review collected by and hosted on G2.com.

While integrations exist (e.g., ServiceNow, Jira), deeper native integrations with SIEM and SOAR platforms could be improved for better incident response automation. Review collected by and hosted on G2.com.

Easy Handling as User

Many different Adminsettings / Permissions which can be set very strict Review collected by and hosted on G2.com.

Doesn't find anything until now

Only thing is the HA Config, didn't like the setting/handling but when it's configured, everything works fine Review collected by and hosted on G2.com.

We can access multiple servers by single portal whether it's AWS, AZURE or GCP. Review collected by and hosted on G2.com.

Nothing. Everything is good. Just we need to onboard the servers here. Review collected by and hosted on G2.com.

One of the standout features of BeyondTrust is its comprehensive security framework. The platform offers multi-factor authentication, role-based access controls, and encrypted sessions, ensuring sensitive information is protected during remote sessions. Although it integrates seamlessly with existing IT service management (ITSM) platforms such as ServiceNow and Salesforce, we are not currently on those systems for service desk and we use Service Desk Plus.

We are looking to implement it for our external support as well allowing us to provide top-tier customer support our users as well as our coworkers.

The session collaboration feature is particularly helpful. It allows multiple technicians to join a single session, share their expertise, and resolve complex issues faster. BeyondTrust also provides detailed session reporting and recording, offering transparency and helping meet compliance requirements.

I use it daily for in my role as a technician. The customer support is awesome and they will respond to emails quickly and completely. Review collected by and hosted on G2.com.

One limitation of BeyondTrust is its initial complexity and learning curve. While the interface is packed with advanced features, it may feel overwhelming for new users or smaller IT teams who are not as familiar with remote support software. It often requires time and training to fully understand and utilize all its capabilities.

Additionally, pricing can be a challenge, especially for smaller organizations. BeyondTrust is positioned as a premium solution, and while it delivers on functionality and security, the cost may be prohibitive for those on a tight budget. Furthermore, the mobile app experience, though functional, can sometimes feel less fluid compared to the desktop interface, particularly when trying to perform more complex tasks on smaller screens.

I don't feel like I know it well enough but with the Beyond Trust University training session coming up, I think I will become an expert soon enough! Review collected by and hosted on G2.com.

It excels in security, control, and efficiency, making the overall remote troubleshooting process reliable. Review collected by and hosted on G2.com.

The interface can be a bit complex and has a bit of a learning curve before you become fully comfortable. Review collected by and hosted on G2.com.