We performed a comparison between BeyondTrust Remote Support and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
"Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"It is a lightweight, reliable solution that gives IT a direct visual of occurring issues."
"The solution is stable."
"I personally like the ability to share files with other machines."
"Remote sessions are automatically recorded so there is a history of all coding and scripting."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The most valuable features are the requests and incident tracking."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"The view it provides into who's doing the work."
"This product has so many adjustment possibilities for many different clients."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"There are not enough product partners in Turkey, making it difficult for me to get assistance."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"Lacks some kind of voice communication option."
"Technical support for this region can be improved."
"Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."
"Lacks remote support and privileged remote access in the one product."
"In the next release, I would like remote access to Chrome included."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"There are some issues regarding the knowledge base and the configuration manager."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The API is very, very bad so we developed our own."
BeyondTrust Remote Support is ranked 9th in Remote Access with 32 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews. BeyondTrust Remote Support is rated 9.0, while Clarity SM is rated 7.8. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and ManageEngine ServiceDesk Plus, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite.
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