Which remote support solution to choose?
By Jason Slater in Reader
Posted in Internet on March 18, 2008 at 5:35 pm
The time is rapidly looming for us to decide which remote control support software (or service) to use for the year ahead. Since remote control software came of age, supporting remote users has become much easier in our organisation. What used to be a two hour conversation on how to get an IP address has since become a two minute remote control session - the users are happy and the support team are happy. Our key requirement has always been a simple, fast remote desktop control service so we can quickly connect to an end user and take control when needed to sort out a particular problem.
In the early days when remote support initially became a real time consuming problem we started out with Logmein RemotelyAnywhere which required a small install on the users computers and provided quick and easy access for remote control support. This move is still pretty much one of the biggest improvements we have made in our support operation. We later moved to Logmein Rescue (see my post Remote Access Support) as we needed to support users that may not have the client software installed. This typically required a visit to a special web site for the end user to type in a pin code - it generally worked well and gave us a more flexible solution. Last year we moved to NTR Support which allowed us to place a support button directly onto our web site (which included a chat session) - I previously wrote about this in Remote User Support with NTRsupport
Rated: 100% (1 votes)
Loading ...Comment by Jay - March 18, 2008 on 8:07 pm
I’ve been using various remote support tools for the past 3 years, including NTR and Logmein. The ActiveX controls were problematic for us, too.
There are quite a few free options out there (all of the VNC flavours, Crossloop, as you mentioned, among others) which are all great. We quickly discovered, for our needs, that you get what you pay for and decided to go with a commercial product.
After a very thorough evaluation, we decided on Instant Housecall http://www.instanthousecall.com . It’s easy for our clients, easy for our technicians, full featured, and has some innovative features we couldn’t find in other products. Their pricing is reasonable and service is reliable.
I strongly recommend it: http://www.instanthousecall.com
Comment by Jula Song - March 18, 2008 on 8:27 pm
Its the best of the remote support breed.
My New Best (Remote Control) Friend: ShowMyPC!
And then I found ShowMyPC … and it seems Perfectly Perfect! Even Mary Poppins might approve!
Read More Here.
http://grandstreamdreams.blogspot.com/2007/07/remote-pc-support-revisited.html
Comment by Brian (rmmPro.com) - March 18, 2008 on 8:39 pm
IT Pro;
We would like to introduce your readers to rmmPro
Comment by Phil Demuth - March 19, 2008 on 6:41 pm
Well, first of all, Mom always said,
Comment by Jason Slater - March 27, 2008 on 4:02 pm
Thanks for the feedback so far, I will certainly take a look at Instant HouseCall, rmmPro, Bomgar and ShowMyPC.
If you are interested in remote control solutions then keep an eye on this Blog and my other Blog (http://www.jasonslater.co.uk) to see how we get on.
Comment by JL - May 13, 2008 on 8:01 pm
I have been testing NTR Support, and Bomgar.
The truth be known if you need security the best one on the market is NTR, PERIOD. I have been doing several tests with both products, along with others, and NTR works on all systems that it claims to work on. Bomgar has several issues with Vista right out of the gate, also with Bomgar you dont get any ticket tracking unless you want to purchase extra Remedy software. NTR has its own helpdesk ticket module, and can be integrated with most prducts on the market. As far as the Active x issues listed above. NTR has the option of Active X, EXE (just like Bomgar), and Installabe remote controls, which blows away the Jump technology of Bomgar. NTR also has the ability to monitor your companies websites for marketing purposes, and be proactive with your customer.
NTR is just a lot more bang for you buck, a much better, more robust, and more secure product with much more documentation on your support chats and sessions than other remote products on market.
If you are looking for a remote solution, definitely take a look at NTR. Much more than Bomgar can offer.
Comment by tom - June 23, 2008 on 3:53 am
it is cool.
Comment by John - April 7, 2009 on 3:53 pm
We have been using NTR for the last couple of yewars and we’ve been having an increasing number of problems lately. Connections being broken from NTR’s end, system downtime, their systems upgrades which they have subsequently had to remove again and we’re looking to change away from NTR as the service is terrible unfortunately, really wouldn’t recomend them.
Comment by wholesale jewelry - June 10, 2009 on 3:32 am
Nice blog.
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