Please recomment Remote Assist software...

Mikoyan

Mikoyan

Mikoyan

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Joined
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Hello People,

Can anyone recommend a good Remote Assist software for an IT firm that needs to contact any users that we need to support...

Something similiar to asking a user to go to a website...enter the details that we have provided (i.e. name and generated key) then we logon directly to thier machine using HTTP traffic??

Needs to be suitable for multiple techies to be able to access multiple users..Free of course is excellent..if not any good paid ones out there?

Thanks in advance

Mik :)
 
Lots of the software vendors i deal with use webex for support. It's good because NAT doesn't interfere with it and it is completely web based and installs via activex.
basically you subscribe and get a URL like mycompany.webex.com that the user browses to and they put their name in and a session ID that you issue them and they're done. Because it's not reliant on locally installed software its very easy for the end users.

Impac medical systems use it. http://impac.webex.com have a look see what you think.
 
Logmein free would be no good for you. Logmein IT reach is what your would need and works similary to WebEx. There are quite a view out there, another is NetViewer
 
Try GoToAssist maybe? We use it at work, it's bloody fantastic. Send them to a website, give them a code, they download a small .exe and you start controlling their screen pretty much straight away. No idea how much it costs mind you...

http://www.gotoassist.com/ if you're interested.
 
teamviewer is good - you can either install the package on all the workstations, or just have your customer download a module for them to run. generates a new session pin each time. free for non-commercial use, and available licensed too. i use it all the time, thumbs up! :)
 
We use LogMeIn Rescue to support our customer base - worth every penny for us.

We have a customised logon page on our domain, so the customer sees our logo etc when accessing support.
 
we dont like using third party solutions. Here's a tip;
issue your clients with VPN host routers, i.e. Draytek
use windows remote desktop (although this leaves the client's screen blank)
or use ULTRAVNC which enables the client to see what you are doing to their pc

swift, sure and more secure
 
We have some form of VNC client on most of our client's PCs who are officed based and this works fine since we had fixed VPNs to all of our customers.

We also have a similar product to webex to support the customers with home PCs who we dont have VPN connections to. That product is called Simple Help - http://www.simple-help.com/ I think! It works pretty well and I believe its cheaper than webex which was the reason we go it probably :/ lol
 
LeeC said:
we dont like using third party solutions. Here's a tip;
issue your clients with VPN host routers, i.e. Draytek
use windows remote desktop (although this leaves the client's screen blank)
or use ULTRAVNC which enables the client to see what you are doing to their pc

swift, sure and more secure
Click to expand...

Works great if you manage the same group of PCs, day-in, day-out and have control of the firewall/routers. Beyond that, doesn't cut it.
 
#Chri5# said:
Works great if you manage the same group of PCs, day-in, day-out and have control of the firewall/routers. Beyond that, doesn't cut it.
Click to expand...

yeah, probably right there. The main reason we use this configuration is because we run remote IP services, CCTV, access-control and scada services through the same gateways.

Just never been a fan of third party hosts - but hey thats my paranoid security side showing...
 
We used to use GoToAssist (GoToMeeting) and it was terrible. The amount of work to get connected was unbelievable! Although it was most likely due to us using it in a way it wasn't meant for :D

We now use LogMeIn Rescue. $50 per month per technician login.
Awesome stuff. You log into the console: https://secure.logmeinrescue.com/TechConsole/Console.aspx

Click New Session, type in a name, click generate. Gives you a 6 digit PIN valid for 20 mins.

Customer goes to http://logmein123.com. Enters PIN. Clicks Run twice.

You start session, click Remote Control. Customer clicks Yes. You're in. You can even ask for the customer password so the computer will log itself back in and reconnect upon either restart or lost connection.

Also has facilities for file transfer, pulling info (processes, services etc) and more :D

Best software. Evar.
 
LeeC said:
we dont like using third party solutions. Here's a tip;
issue your clients with VPN host routers, i.e. Draytek
use windows remote desktop (although this leaves the client's screen blank)
or use ULTRAVNC which enables the client to see what you are doing to their pc

swift, sure and more secure
Click to expand...

i agree with this, do you really want to trust third parties with your clients data/details...
 
I have used single click vnc which is basically a single .exe which contains all the settings needed to connect back to your vnc server. Your server is the one with the open port so there is no worry about firewalls.

It has always worked 100% reliably for me and it's free.
 
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