Remote Support Software

bigdunc · 5 Apr 2011 at 20:48

Hi

Any ideas on remote support software? Ideally we would like it to log the amount of time we spend on support calls and produce a report at a set time for invoicing. Like a lot of the features in logmein rescue but are there any other alternatives?

Cheers

Kona* · 5 Apr 2011 at 20:55

bigdunc said:
Hi

Any ideas on remote support software? Ideally we would like it to log the amount of time we spend on support calls and produce a report at a set time for invoicing. Like a lot of the features in logmein rescue but are there any other alternatives?

Cheers

We use TramViewer at work, the TeamViewer Manager program that comes with the Corporate license can do time & billing

bigdunc · 6 Apr 2011 at 10:01

Hi

Had a look at Teamviewer but doesn't seem to have as many features as logmein rescue. Has anyone used gotoassist corporate and how do you find it?

Cheers

Coldzero · 6 Apr 2011 at 19:26

What are your requirements? Do you need to connect to clients over the internet? Or just on internal networks?

bigdunc · 6 Apr 2011 at 19:46

It would be to clients servers and workstations over the internet. As mentioned, I would like some kind of billing module, be able to login via a webconsole and if rebooted to reconnect automatically so work could be done out of hours if needs be. Logmein rescue has most of these features except the billing module (or I can't see it).

Cheers

Kona* · 6 Apr 2011 at 21:24

bigdunc said:
It would be to clients servers and workstations over the internet. As mentioned, I would like some kind of billing module, be able to login via a webconsole and if rebooted to reconnect automatically so work could be done out of hours if needs be. Logmein rescue has most of these features except the billing module (or I can't see it).

Cheers

I know you said TeamViewer doesn't have as many features as LogMeIn Rescue (and indeed it doesn't) but everything you have said there TeamViewer can do; billing/time tracking from TeamViewer Manager, Webconsole on Teamviewer.com (once you create an account) and automatic reconnect is supported in version 6 onwards.

Do you want something entirely web based? If so then obviously TeamViewer isn't for you, GoToAssist isn't a bad alternative but it's expensive and we found the connection speed/reaction time isn't fantastic.

Just thought I'd point that out in case you missed one of the features on their site

mikeh501 · 6 Apr 2011 at 21:29

does teamviewer allow you to connect to the machine without the user being present like logmein? and can the remote machine team viewer software run silently?

I ask because we need something similar. Logmein is basically perfect for us, but the problem is that the users can reconfigure/remove it from their machines rendering it useless. Also, we have users which use it themselves, so they may change the account the machine is registered too etc.

#Chri5# · 6 Apr 2011 at 21:36

TeamViewer has a version called Host for unattended machines ie servers. Run as a service - we run it on all the customer servers we look after.

We used to use LMI Rescue but moved to TeamViewer mainly on price about 18 months ago. LMI was going to have a cost per unattended installation but TV allows you to install it on as many boxes as you want.

Kona* · 7 Apr 2011 at 12:19

As #Chri5# says, the Host version is for unattended installations. You can set a password so if they tried to open or uninstall the application it requests a password

We have Host installed on all our client's servers and it works great.