BeyondTrust Remote Support review

BeyondTrust approaches remote support as a security problem first. Its Remote Support Vault discovers privileged accounts used by the service desk, masks passwords from technicians, rotates them after use and injects credentials into target systems with one click, with every use logged for audit. Access is controlled through more than 50 separate permissions and directory integration via LDAPS, Kerberos, Smart Card and RADIUS, and BeyondTrust Verify adds native TOTP two-factor sign-in. The support side is broad as well: attended and unattended sessions to Windows, Linux, macOS, ChromeOS, iOS, Android, Zebra devices and kiosks, Jump Clients for unattended machines, Shell Jump for SSH and Telnet devices, canned scripts, skills-based routing and integrations with ServiceNow and Jira Service Management. Technicians can work from a browser through the Web Rep Console. BeyondTrust publishes no prices, so buyers must request a quote, and the setup and policy work make it heavy for a small team.

Who it is for

Large enterprises and regulated organizations that treat help desk access as privileged access.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Attended and unattended support for Windows, Linux, macOS, ChromeOS, iOS, Android, Zebra devices and kiosks
• Remote Support Vault discovers, masks, rotates and injects privileged credentials
• Jump Clients for unattended access and Shell Jump for SSH and Telnet devices
• More than 50 separate permissions plus LDAPS, Kerberos, Smart Card and RADIUS directory integration
• ServiceNow and Jira Service Management integrations, canned scripts and skills-based routing

Strengths and weaknesses

• Strength: Strongest security and audit controls on this list
• Strength: Browser-based Web Rep Console with no installation
• Strength: Broad device coverage including Zebra devices and kiosks
• Weakness: No published prices; every quote goes through sales
• Weakness: More setup and administration than small teams need
• Weakness: Overkill for a help desk with a few technicians

Key facts

• Pricing: Quote only
• Permissions: More than 50
• Platforms: Windows, Linux, macOS, ChromeOS, iOS, Android, Zebra, kiosks
• Customers: 20,000+ companies, per BeyondTrust

Where it ranks

BeyondTrust Remote Support is No. 9 in our Best Remote Access Software verdict.