Tech Support Tools

[rrrctraptor31]

Hey all,

I am looking for some tech support tools to aid me in helping my clients...what I am looking for is a program that I can embed into a help page that will essentially allow me to see what they seeing...this would help me tremendously in assisting the "less literate" users of our system...any suggestions???

[AsmIscool]

Remote desktop wont do?

[rrrctraptor31]

it has it's limitations...PLUS...remote desktop completely blocks them out from seeing what I am doing...I was looking for something that doesn't do that and that they don't need any special software.

[AsmIscool]

You could look into gotomypc but that may be the same. You have to install something on their PC to do the screen captures and send them to you at intervals. It could be done and there are some excellent examples of screen capture on this site. Then you could just set your help page up with a webcam. You will however need at least 2 monitors or one very big one to see anything. Could be a rather interesting project for the folks here.

[AsmIscool]

Here you go have a look at logmein.com They have a remote support solution.

[RobDog888]

Also check out WebEx. I have used it for the things you are needing.

[rrrctraptor31]

that is a great idea...i will keep that in mind...but my company is looking for a stand alone program

[RobDog888]

Hmm, well webex uses an activex control and manages sessions between users on their site. Why would they want a stand alone solution? Stand alone may be like PC Anywhere

[rrrctraptor31]

I think they want stand alone because of the nature of the data our systems retains and that they don't want a monthly fee like WebEx

[RobDog888]

Then something like PC Anywhere would be what they may want but it takes setting up and a secure vpn, opening of ports, changing of default ports etc. vs gotomypc.com or webex which handle all that for you. A monthly fee per use may actually be cheaper then the one time price of the local solution.

[rrrctraptor31]

i know that it may be cheaper and better in the long run...but they won't give in until i can fine an one time purchasable solution

[rrrctraptor31]

anyone know of anything like the WEBEX support desk but on a one time basis to purchase???

[Grunt]

What about remote assistance. Remote assistance is built into windows and doesnt work like remote desktop.

[rrrctraptor31]

that would be great but:

A.) We are prohibited to use instant messengers due to the data we handle (hippa act)

B.) Our clients don't use them

C.) Not 100% cross-platform compatible

that is why I am looking for something we can host

[rrrctraptor31]

finally found one...teamviewer.com

[baja_yu]

RealVNC can do the same, but TeamViewer is much more user firendly and easier to set up the connection, especially if the user is behind a router or doesn't have a public IP.

[RobDog888]

Thanks for the update of what you have chosen. Perhaps some feedback on how it is working out for you would also be healpful to this thread.

[baja_yu]

I've been using it for a few years and here's some comments.

There are two versions in terms of license. Free and commercial. It's free for personal use (no limits and a few nag screens) but, if they detect you might be using it commercially (number of sessions I guess), limits will begin to show, like the number of sessions per day, duration of session will be 5-15 minutes etc.

In terms of deployment, once you launch the setup file you can do a classic install or run straight without installation.

It allows 4 types of sessions:

1. Remote support - control the other party's computer (view desktop)
2. Presentation - show your desktop and anything you do to the other party
3. File transfer - send/receive files
4. VPN - establish a VPN connection

I only used the first. And it works great, everything can be customized, quality/speed, functionality, view (resolution/scaling...) etc. A nice feature that you have in the newer versions is support for Vista/W7 in regards to UAC. Previously, if the remote side spawned an UAC prompt, the screen would go blank and you would be at the mercy of the remote user, waiting for them to act on the prompt. Now you can interact with it too.
There's plethora of other options, security, session recording, access control, permanent connection (set up a computer to be able to permanently connect to it, without interaction from a user), etc.

In terms of ease of use, it's super easy. When you open it, it shows you your ID and Password. Tell that info to the person you want to give access to and they enter it on their side and that's it. Sides can be switched at any point during session, so the other side can assume control.

[RobDog888]

Thanks for the review Baja!

[rrrctraptor31]

he hit the nail on the head...hard...i no longer work for that company...BUT i do still use it on a personal basis