# Compare BeyondTrust Remote Support vs Freshdesk 2026 | Capterra > Unsure of what to choose? Check Capterra to compare BeyondTrust Remote Support and Freshdesk based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/86962-124981/Bomgar-vs-Freshdesk --- # BeyondTrust Remote Support vs Freshdesk Features and Cost Comparison Last updated June 9th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: BeyondTrust Remote SupportFreshdesk2/4 selected [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.6 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) [## BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.6 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) Starting Price $1995.00/month Value-for-Money 4.4 Functionality 4.5 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [2,010 reviews](#user-reviews) Positive 1,875 Neutral 116 Negative 19 [## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [3,440 reviews](#user-reviews) Positive 3,225 Neutral 165 Negative 50 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 5,876 reviews from remote support software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 62%Fit Missing features Feature ratings Single Sign On NA Remote Access/Control 4.7 SSL Security NA Multi-Channel Communication 4.2 Unattended Access 4.3 70%Fit Missing features Feature ratings Single Sign On 4.3 Remote Access/Control 4.5 SSL Security 4.3 Multi-Channel Communication 4.1 Unattended Access NA User satisfaction User satisfaction 4.6 User reviews[2,010](https://www.capterra.com/p/86962/Bomgar/reviews/) Ease of use 4.5 Functionality 4.5 Value for money 4.4 Customer support 4.5 User satisfaction 4.5 User reviews[3,440](https://www.capterra.com/p/124981/Freshdesk/reviews/) Ease of use 4.5 Functionality 4.3 Value for money 4.4 Customer support 4.5 Price starts from Price starts from $1995Per Month - Free version - Free trial Price starts from $19Per User, Per Month - Free version - Free trial Best for Best for BeyondTrust Remote Support offers the capabilities that enterprise level IT and customer support organizations need. We serve all industries. Best for Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses. ## User reviews Pros & cons DN David N. IT Operations Manager > "Remote sessions provide alot of information and helpful features such as file transfers, show current running processes, gives you hardware resource utlization, and..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___7137822) DN David N. IT Operations Manager > "UI could be updated for sure as it just overall looks old." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___7137822) DN David N. IT Operations Manager > "The ability to configure and enforce unattended access for all devices is great so the end user doesn't have to do anything." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___7137822) Priyanka S. Head of Growth Marketing > "Its bit pricey, especially for smaller teams." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6646755) SnQ Sebastián Q. Cybersecurity Manager SR > "What I like most about BeyondTrust is the ability to control remote connections and have continuos monitoring of who is using the tool and their behavior when the..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6691564) DS David S. Informatics Technical Service Specialist > "A couple of times my account has been blocked, probably by several wrong password attempts, and Bomgar remsupport web portal didn’t have the password recovery/reset..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4728901) DN David N. IT Operations Manager > "I like how for agents there is both a desktop app as well as a web app for remote sessions." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___7137822) Aditya S. Student > "One of the main concerns that some users may have is the security of their personal information and data when allowing a remote technician to access their computer or..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4599579) Priyanka S. Head of Growth Marketing > "Its reliable and secure, with great features like session recording and cross-platform compatibility. While it can be a bit pricey and complicated to set up, it’s..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6646755) VR Verified Reviewer Search Engine Evaluator > "Remote support software relies on internet connectivity, so if there are connectivity issues, it may not be possible to provide support to the remote device." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4601783) JB James B. executive director > "i use BeyondTrust remote support to offer technical assistance to field team, I like the ability to send instant messages, The application has friendly user interface..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4999163) AP Adam P. IT Technician > "I have noticed that platform requires a reliable internet connection to function properly. If a user's internet connection is slow or unstable, this could impact the..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4727774) Shristi R. Marketing Manager > "With its high level capacities and responsive client care, BeyondTrust Remote Help guarantees a smooth and fulfilling remote help insight for all clients." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4902834) PV Prasun V. Manager > "Moreover, clients with slow or temperamental web associations might encounter troubles utilizing remote help administrations, as the association may not be sufficiently..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4719980) SnQ Sebastián Q. Cybersecurity Manager SR > "It is a great tool and is easy to use and to teach the end user how to connect and how to create a temporary connection to the third party and how to check the logs and..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6691564) HS Harsha S. Developer > "Some complex or feature-heavy could be overwhelming for users who are looking for a more streamlined solution, which could limit their effectiveness for certain users..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4614896) AG Adam G. deputy executive director > "i use BeyondTrust remote support to handle clients concerns, i like its friendly interface, Email automation makes it the best application to use" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4985246) VR Verified Reviewer Service desk > "It shows screen very blury to Admin that make it difficult to read small text in others system" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4590530) DN David N. IT Operations Manager > "Overall it's a great remote support tool." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___7137822) Aditya S. Student > "While remote support can be a convenient way to receive technical assistance, there are some potential downsides to using this type of service." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4599579) Amit B. Systems Developer II > "The flexibility to be able to use this remote assistance solution from anywhere , from any OS helps a lot on daily basis." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4842972) CJ Changdae J. IT support > "App deployment can be tricky with the installer deleting after installation." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4572630) JJ Jonathan J. Network Administrator > "We started out with just a few licenses and during COVID added more since more users were at home but afterwards we realized how great it was and kept our licenses..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6299379) VR Verified Reviewer Online Marketer > "Their customer support service is not great. Since English is not their first language and they were hired just to answer a phone, they are of very little help. " [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4386422) PJ Payal J. ASE > "The best part of using BeyondTrust is that it can be used on any OS as it has Cross-platform access." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4877864) DC Daisy C. CONTROLLER/OFFICE MANAGER > "sometimes session may lag or conflict with anti-virus software." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4303803) NW Nathan W. Engineer > "This allows our IT department to be decentralized, and our engineers to be decentralized as well." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6333625) VR Verified Reviewer Software Engineer > "Sometime it lags due to fluctuation in internet." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4276302) SD Shivang D. VP Global Payer Relations > "Most of all, my analytics team is able to get real time info on session logs and ticket tracking, in order to track how often my team accesses support features." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4826695) AG Amardeep G. Call Centre > "It can crash at times or can malfunction." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4298825) VR Verified Reviewer Web developer > "We use this software to support our team from anywhere means if our team member is not available at the office then it is the best tool to connect with them, another..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4685181) OL Oshadhi L. Software Engineer > "Main interface is little bit complex for the first time users." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4769646) VR Verified Reviewer Software developer > "I can support my collaborators as if I were right by their side thanks to its functions including screen sharing and remote control, file sharing, and mobile device..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4443834) PV Prasun V. Manager > "I don't have individual inclinations or feelings, and I don't utilize remote help." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4719980) Varun K. Cloud Operation Engineer > "In Remote support the most likely thing is that you can get remote support of the user who is facing the issue & not able to solve their issue simply you can get user..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3742988) VR Verified Reviewer Software Engineering > "Remote access is sometimes getting lack ." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4606383) AP Adam P. IT Technician > "One important aspect I appreciate is the platform's security measures which protect my remote sessions which includes encryption, two-factor authentication, and session..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4727774) FB Francesca B. Head of HR > "There is not real integration with BambooHR" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4381741) JF Javier F. COO > "When most of your work consists of being with computers, connecting with other people or having access to different things, it is very important to have a program that..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4735365) LD Lauren D. Researcher > "but it is suuuuuuuper slow and disconnects" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3817425) SR Sakshi R. Infrastructure Engineer > "Being a infrastructure engineer I am using remote support tool to provide support and help to developers and internal members of organisation.several times we need to..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4115440) JB Jeremy B. Sr. Analyst > "Only IT sees value in this. If you are trying to use this for any other department, the value just isn't there so this is a hard sell to really push out and recommend..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3394267) Rowena Joy R. IT Support Specialist > "What I like most about Remote Support is it allows me to view, control and even perform troubleshooting on the user's machine." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4733249) SM Stephanie M. student > "What I do not like about this app is that it is not user-friendly it is often difficult for the same family member to try to access the app to use because it's not..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3507272) HS Harsha S. Developer > "he benefits of quick and easy access to remote systems, powerful collaboration and communication features, and advanced diagnostic and reporting tools make it well..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4614896) VR Verified Reviewer Sr. Engineer- Design & Development > "Main backlog is that it don't have audio conferencing during remote session." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3532008) Samuel P. Business Administrator > "Being able to have this software makes work much easier because you can do remote support from anywhere in the world, solving and repairing problems quickly, saving..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4706042) VR Verified Reviewer Communications Director > "getting buy-in from the boots on the ground is never easy." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4415104) VR Verified Reviewer IT Systems Administrator > "I enjoyed the integrated permission features with our domain such as the intuitive ability yo elevate to administrator access during remote sessions." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4349175) MP Matthew P. Network Coordinator > "Sometimes hard to get access to admin level privilege's or access the local admin account on a users computer." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___2981435) HS Harsha S. Developer > "Remote support software is designed to make it easier for businesses and IT teams to provide assistance and troubleshoot issues for remote users." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4614896) ER Edgar R. Endpoint Technician > "Although a specific issue in my company, there seem to be some issues that arise with every new mac operating system." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3503734) DS David S. Informatics Technical Service Specialist > "I like that my division and team can save and classify all the servers so that you can search them and access remotely so quickly." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4728901) Thomas F. It administrator > "Sometimes the software can be buggy and if it's not continually up to date you will run into issues that's what I've learned" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3440609) Shristi R. Marketing Manager > "Its easy to use interface, consistent network, and hearty security highlights give a dependable and proficient remote help arrangement." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4902834) Matt G. IT Systems Supervisor > "I really struggle to find anything I don't like about this tool. If anything, perhaps a more modern looking interface would be desirable, but it's not like it's..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3186400) SR Sakshi R. Infrastructure Engineer > "Also beyond trust remote support allows me to deploy new version or patches on servers without manually login on server which I like the most." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4115440) CM Craig M. Corporate infrastructure engineer > "The connection can be slow if the end user doesn’t have a good network." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3108990) AA Abigail A. Nurse > "Remote support is fast and could ease your computer problems by remotely securing another person to check your computer and really will know the TECH problems will be..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4300553) CR Carol R. Owner > "There are times when I accept, the Remote Support can not get connected properly. " [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___2912064) CJA Colin-James A. Apprentice > "Overall it is a great service and i would highly recommend it to anyone looking for easy ways to use remote support" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6342719) GM Gina M. Technology Instructor > "Sometimes a bit of a lag on screen when working on the clients computer" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3350964) SR Sakshi R. Infrastructure Engineer > "The best thing is remote support allows users to connect to client's system using link or session key, so it's easy to connect on another's system." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4115440) MO Mark O. Senior Systems Administrator > "What I least least about Bomgar are the lack of certain features that other similar products offer such as the ability to run remote installations and scripts or view..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___2681641) OS Oguzhan S. IT Specialist > "BeyondTrust Remote Support has greatly enhanced our remote support operations." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4905359) VH Victoria H. Manager > "I did not like how difficult it could be to get both ends of the system to work and it often had to happen multiple times" [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3160243) VR Verified Reviewer Advisor > "Great in proving granular support both for Windows and Linux based platformsEasy to use and access features provided to users to preform quick fixes ( bulk of issues)..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4115350) MT Meghan T. Instructional Systems Designer > "Remote user can’t always see the window that pops up when the run a program." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3197691) Priyanka S. Head of Growth Marketing > "Its easy to use and super secure." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___6646755) JD Jennie D. Software Installer > "I do not like that the session will go grey and you have to start the session all over again." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3478253) VR Verified Reviewer Senior Engineer - Information Security > "A really good tool which requires proper implementation to meet the organisations requirements. If it is deployed properly, the tool can operate perfectly with minimal..." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4775287) VR Verified Reviewer Sr. Engineer- Design & Development > "It's user interface is not friendly as training session is required to understand this tool before use of same." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3532008) PV Prasun V. Manager > "Also, remote help administrations can frequently be gotten to from anyplace with a web association, giving more prominent adaptability and comfort to clients." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4719980) KK Kevin K. Lawyer > "Occasionally there have been connection issues, but you probably will experience that with most remote support software." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3197975) MS Monalisha S. Analyst > "It makes troubleshooting remote desktops easy and very smooth controls." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4873504) ZS ÖZen S. Contracts Manager > "There may be little lags at the beginning of remote sessions but then you cannot understand the difference." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___2933719) OR Orlando R. IT Technician > "We are able to provide remote support to the users in the organisation and our branches nationwide without the use of VPN." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4231229) SD Steve D. Controller > "I dislike having to download a new file each time, but there may be a different way to avoid that." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___2898562) MS Muzaffarhusain S. Software Developer > "Best software for IT support people with features like remote support, screen, and file sharing." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___4239559) MM Max M. Software Developer > "At times difficult to get connected due to the multiple levels of security." [See full review](https://www.capterra.com/p/86962/Bomgar/#Capterra___3137144) [View Reviews](https://www.capterra.com/p/86962/Bomgar/reviews/) KA Kosana A. QA Analyst > "We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and easy-to-use..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156196) BA Blake A. IT Technician > "The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) AW Atiradh W. Chief Technology Officer > "The platform offers strong features, regular updates, and live issue tracking, enabling seamless collaboration and hassle-free support operations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151687) PF Pedro F. Head of Marketing > "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately,..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) RD Riccardo D. Customer Support Manager > "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) MC Marjana C. Sr. Manager, Technology Support > "I get tired of having to repeat myself, go through scenarios that have nothing to do with my issue and having agents regurgitate Freddy AI solutions that don't..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) MV Mayank V. Product Manager > "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) VR Verified Reviewer Analyst > "Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7126904) SK Sheila K. Admin > "What I liked about most with fresh dust was the fact that the customer history data was very accessible and every call and log was there that I could see without..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7159438) SSK Shekhar Suman K. Support and Operations Executive > "Sometimes the platform feels a bit slow when handling multiple tickets at once." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) SSK Shekhar Suman K. Support and Operations Executive > "Ticket tracking, automation, and team collaboration features help a lot in handling customer queries smoothly and efficiently." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) BD Bitu D. Customer Support Lead > "Sometimes notifications get delayed and a few features take time to understand properly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157303) TB Tsvetelina B. Customer Support Manager > "The ability to automatically route tickets based on keywords, requester info, or language is a massive time-saver." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154385) VR Verified Reviewer IT Support Analyst > "As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "I also appreciate the automation features, collaboration tools, and integration capabilities, which help improve team productivity and response time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) GC Graziana C. Customer Operations Lead > "I don’t like the price concept from Freshdesk, where some higher tiers needs more money" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) DL DONIA L. Project Manager > "Freshdesk makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be time-consuming." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) SD Shikha D. Senior Reputation Executive > "Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6849306) KA Kosana A. QA Analyst > "The dashboard is clean, so you can actually find your past tickets and check their status without getting lost in a maze of menus." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156196) MC Marjana C. Sr. Manager, Technology Support > "Customer Support takes too many responses to get to resolution and the service overall is not great." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) TB Tsvetelina B. Customer Support Manager > "Overall, Freshdesk is a reliable, highly scalable helpdesk solution that has significantly improved our team's resolution times and internal organization." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154385) PA Priscial A. Customer Service > "They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) RD Riccardo D. Customer Support Manager > "Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) PF Pedro F. Head of Marketing > "For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) MV Mayank V. Product Manager > "I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) AP Adam P. Systems Billing Developer > "Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant !" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) TM TouFue M. IT Tech > "Submitting ticket, creating knowledge base, setting up canned response all are great features to have." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7080410) NV Niels V. CFO > "There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6340632) AY Andrew Y. Technical Support Manager > "Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6838487) CE Chuck E. Support Services Analyst > "I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6602735) DL DONIA L. Project Manager > "The automatic ticket allocations and the self help feature have saved us a lot of work and my team can invest in more complex problems." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) BA Brian A. Depot tech > "There were certain operations that could become difficult to keep track." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113053) PH Patricia H. Program Director > "It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7070140) IJ Isaac J. Director > "We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. " [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6536010) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) JR Joe R. IT Director > "I also found the portal login to be troublesome at times when trying to login" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) AP Adam P. Systems Billing Developer > "Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) KS Katie S. Operations Manager > "The setup was pretty clunky to start and took a few tries to get it right for a ticketing system." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6878678) AT Akshay T. Purchase Engineer > "It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6743173) JR Joe R. IT Director > "The layout is sort of confusing and it is not explicitly clear on where certain settings are." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) VL Vanessa L. CEO > "I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6646176) MC Marjana C. Sr. Manager, Technology Support > "Jira integration is broken." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) JH Jessica H. Digital Advisor > "I use Freshdesk daily as it is an efficient customer support platform that allows me to enhance productivity by managing and resolving customer inquiries in mu..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) VB Vittal B. Chief Product and Strategy Officer > "Its reporting is passable, but not ideal to build complex custom dashboards." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) RA Riyad A. Technical Support Engineer > "The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed. While there are some..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) YY Yhan Y. Assistant Manager > "Some stuff we actually need for ops is kinda annoying to get unless you do manual exports." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6853895) BA Blake A. IT Technician > "Being able to manage email, chat, and phone support all from one dashboard is a huge deal." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) PA Priscial A. Customer Service > "We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) JR Joe R. IT Director > "You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) VR Verified Reviewer IT Support Analyst > "My issues are more with the ticketing portion of Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) CLP CH L P. Customer experience specialist > "I also really like the agent reporting features, which make it easy to track performance and monitor support quality." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156471) SK Sheila K. Admin > "Software is a bit pricey." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7159438) BA Blake A. IT Technician > "The canned responses and ticket merging features alone have made our team noticeably more efficient." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) PJ Posh J. US IT LEAD > "The delayed response time for support caused productivity issues for my team" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745) SC Silvester C. Sr. Manager > "The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7111932) LM L M. Lead Data And Analytics Manager > "the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6100685) VR Verified Reviewer Account Manager > "Great value for money, I use the product daily to track and manage customer support tickets, also love the integration to our entire tech stack and ease of use." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6868570) Mitusha A. Conversational AI Developer > "when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6034388) AZ Arpad Z. Senior software consultant > "It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6550938) SS Samuel S. Executive Administrator > "Also lacks ability to change what is seen (or tracked)." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6606254) Harry G. Head of Creative > "A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6464954) IM Ian M. Partner > "You have to use a separate time tracking tool for time sheets as it doesn't account for all the different tasks throughout the day" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6052173) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "The platform makes it easy to organize, track, and resolve customer inquiries in a structured manner." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) VR Verified Reviewer Health Coach Manager > "You have to be careful about replying to a ticket, so the member/customer does not see replies." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6425162) CO Chris O. President > "My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6569086) IgG Ivan gabriel G. Operator > "Less useful features of freshdesk May include redundant features, dificulty in customization, and limitations in advanced analytics." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5082807) JR Jenis R. IT Admin > "Freshdesk is a reliable and user-friendly helpdesk solution that for small to medium-sized businesses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154252) JI Joy I. Administrative Coordinator > "It depends on internet connection due to lack of offline access." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6665797) CL Carissa L. Marketing and sales manager > "It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6833253) PA Priscial A. Customer Service > "As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) JM Jessica M. Customer Service > "The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6603731) IS Ian S. GM > "Lastly - the charts on the mobile app are not very usable as you can't save filters and to change filters on mobile is almost impossible." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4965039) AA Aditya A. Customer Service Representative > "It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6780593) VR Verified Reviewer Marketing Director > "If you're looking to customize your helpdesk, Freshdesk is not for you." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619) EC Ewan C. Billing and Accounts Administrator > "The ticketing system, SLAs, and canned responses allow us to solve issues more quickly and more correctly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6843675) Sofiya K. Support Specialist > "The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) SSK Shekhar Suman K. Support and Operations Executive > "It is easy to use, helps in managing customer support efficiently, and makes ticket handling and team collaboration much smoother." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) Sofiya K. Support Specialist > "The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) GC Graziana C. Customer Operations Lead > "Freshdesk has an outstanding self service support, which gives immediate answers to customers" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) JH Jessica H. Digital Advisor > "I like all of Freshdesk's features but I can see that it might not meet the needs of all businesses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) [View Reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) ## User interface [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/) 4.59 (2,010) 4.51 (3,440) ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important Activity Tracking 120 Important BeyondTrust Remote Support 27/46 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Annotations - API - Audit Trail - Chat/Messaging - Collaboration Tools - Compliance Management - CRM - Customizable Branding - Customizable Reports - Diagnostic Tools - File Sharing - File Transfer - Generative AI - Multi-Channel Communication - Multiple User Accounts - Real-Time Chat - Real-Time Monitoring - Real-Time Notifications - Real-Time Updates - Remote Access/Control - Remote Monitoring & Management - Remote Update/Installation - Reporting/Analytics - Screen Sharing - Self Service Portal - Server Monitoring - Session Recording - Session Transfer - Single Sign On - SSL Security - Summary Reports - Support Ticket Management - Surveys & Feedback - Third-Party Integrations - Troubleshooting - Two-Factor Authentication - Two-Way Audio & Video - Unattended Access - User Management - Video Conferencing - Video Support - Workflow Management [See all features](https://www.capterra.com/p/86962/Bomgar/#features) Freshdesk Top features 29/46 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Annotations - API - Audit Trail - Chat/Messaging - Collaboration Tools - Compliance Management - CRM - Customizable Branding - Customizable Reports - Diagnostic Tools - File Sharing - File Transfer - Generative AI - Multi-Channel Communication - Multiple User Accounts - Real-Time Chat - Real-Time Monitoring - Real-Time Notifications - Real-Time Updates - Remote Access/Control - Remote Monitoring & Management - Remote Update/Installation - Reporting/Analytics - Screen Sharing - Self Service Portal - Server Monitoring - Session Recording - Session Transfer - Single Sign On - SSL Security - Summary Reports - Support Ticket Management - Surveys & Feedback - Third-Party Integrations - Troubleshooting - Two-Factor Authentication - Two-Way Audio & Video - Unattended Access - User Management - Video Conferencing - Video Support - Workflow Management [See all features](https://www.capterra.com/p/124981/Freshdesk/#features) ### Recognition BeyondTrust Remote Support is recognized as a top-rated tool in 2 Capterra Shortlist reports Freshdesk is recognized as a top-rated tool in 5 Capterra Shortlist reports ### Deployment & support BeyondTrust Remote Support Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Freshdesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details BeyondTrust Remote Support - By BeyondTrust - Located in United States - Founded in 1985 Freshdesk - By Freshworks - Located in United States - Founded in 2011 ## Popular Comparisons [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[4.62 (11,629)](https://www.capterra.com/p/194565/TeamViewer/reviews/) $1995/month Price $24.9/month 4.5 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/86962-194565/Bomgar-vs-TeamViewer) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,785)](https://www.capterra.com/p/61368/Salesforce/reviews/) $19/month Price $25/month 4.3 Features 4.4 4.5 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-124981/Salesforce-vs-Freshdesk) [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/)[4.73 (1,423)](https://www.capterra.com/p/112011/Zoho-Assist/reviews/) $1995/month Price ₹480/month 4.5 Features 4.6 4.5 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/86962-112011/Bomgar-vs-Zoho-Assist) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,080)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/month 4.3 Features 4.4 4.5 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [AnyDesk](https://www.capterra.com/p/149595/AnyDesk/)[4.61 (1,787)](https://www.capterra.com/p/149595/AnyDesk/reviews/) $1995/month Price €22.9/month 4.5 Features 4.5 4.5 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/86962-149595/Bomgar-vs-AnyDesk) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-124981/LiveAgent-vs-Freshdesk) [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [Slack](https://www.capterra.com/p/135003/Slack/)[4.66 (24,118)](https://www.capterra.com/p/135003/Slack/reviews/) $1995/month Price $8.75/month 4.5 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/86962-135003/Bomgar-vs-Slack) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,724)](https://www.capterra.com/p/62194/LiveChat/reviews/) $19/month Price $25/month 4.3 Features 4.5 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-124981/LiveChat-vs-Freshdesk) [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.67 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) $1995/month Price $199/year 4.5 Features 4.5 4.5 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/86962-177094/Bomgar-vs-Supremo-Remote-Desktop) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.5 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/124981-169505/Freshdesk-vs-Zoho-Desk) [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/)[4.59 (2,010)](https://www.capterra.com/p/86962/Bomgar/reviews/) vs [ISL Light](https://www.capterra.com/p/146892/ISL-Light/)[4.74 (779)](https://www.capterra.com/p/146892/ISL-Light/reviews/) $1995/month Price $34.9/month 4.5 Features 4.6 4.5 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/86962-146892/Bomgar-vs-ISL-Light) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[4.37 (5,825)](https://www.capterra.com/p/157279/Dynamics-365/reviews/) $19/month Price $50/month 4.3 Features 4.3 4.5 Ease of Use 4.1 [View full comparison](https://www.capterra.com/compare/124981-157279/Freshdesk-vs-Dynamics-365)