BeyondTrust Remote Support

The critical part for me was making sure our systems were accessible and working no matter what machine is used, and with BeyondTrust I didnt have to worry if it was Windows or Mac. The remote control experience was the same. I only needed to learn one way of connecting, yet I could work on different machines right away. This took away a lot of the complexity and let me focus on making sure the systems were running properly, instead of wasting time figuring out different remote access methods. It really helped me spend my time on the actual work rather than figuring out how to remote into our systems.

Easy

- The connection to units feels more reliable compared to what we were using previously. There would be frequent disconnections, or freezing. To then fix that issue, we would need to exit the entire application and re-open/sign-in, but since switching, we haven't encountered the same problems. - We're able to uninstall certain applications in the background without needing to interrupt the user's work. - The chat functionality has been awesome, makes remote sessions much easier. - Transferring files is simple, and does not require a lot of extra work for it to function.

The UX of the remote control could be improved, especially with the buttons and icons for features like remote copy or service checks. The buttons are quite small and not easy to notice. It would also be better if unsupported features were completely hidden instead of just greyed out, since this can cause confusion at first it looks like the function is available but not working, only to find out it isn't supported on certain OS versions.

support doesn't want to get on a support call or meeting

This is a difficult question to answer, because there's not much that I don't like about the program. There doesn't seem to be a way (at least that I've discovered) to edit the groups/users tabs while in the remote support program, and in most cases (for our deployment) some aren't relevant, so it would be nice to have an easy option to customize those tabs. I believe that I had to enable some extra features such as viewing more detailed information about the computer, applications, etc. when we first started, which technically didn't happen until later when I stumbled upon it by accident, so having those enabled by default would be helpful I think. I feel like it would be more useful to be enabled automatically rather than disabled automatically and then have to enable it. Increased documentation on ensuring the BeyondTrust services stay running on the target computers would be helpful. We've found in some cases the services stop unexpectedly on the target computer, which means we can't remote to it since it's offline, and then have to reboot or manually start the service to fix it. I've received support for this issue, but increased documentation on how to tackle the problem would be helpful.