The primary use case is to assist an IT team working on computers across offices, or at times a server handled by another department. If it is offsite work and we need quick access. It also helps in getting access of BYOD devices of all employees and its file sharing feature is one of the most used in a few departments although support for integration with cloud service providers is a sore point.
We were previously using another remote support solution, but when their pricing increased significantly, we began looking for alternatives. That’s when we discovered Zoho Assist. It offers the same level of functionality and reliability as our previous provider—at a much more reasonable cost. I have already recommended Zoho Assist to multiple other IT professionals.
One user's computer screen is black, no task bar and start button, after system crush, Unattended Access help me remote control it and use tools under quick Launch to change system settings and created new account for the user, so she can work few hours later.
One user computer need help vpn setup but it is not on Unattended Access list, so I create a temporarily Remote Support session, send the link to him by WhatsApp, after he download and install agent, I can connect and remote control it.
Sometimes user computer has randomly happening issue, I will connect it by Zoho Assist, record the remote screen, then will catch the issue and know it's triggered
sometimes I use video chat as a meeting tool with users
The file transfer by web client is useful for me, most of time is to upload files into user computer when it is not able to access our network drive
Improve connection times, especially when I'm on the move and the areas that I go to have low bandwidth, which affect the performance of Zoho Assist in my device.
Allow Zoho Assist to be integrated to other applications
The system works. It is well designed and implemented. If the product didn't work, I wouldn't waste my time or my resources on it, but it does. When I connect to a system, it is as if I am at my clients location, sitting at their keyboard. It just works.
Support is terrible. Quick to initially respond with the boilerplate "The information provided by you should be sufficient for my development team to analyse this further. I shall also write back to you as soon as I get an update from them on this regard." And then you will hear nothing more from them. Chase further and you'll get stock responses such as "Our development team are still looking into this," etc.
From a strictly remote access perspective, the experience is virtually the same between the big three remote access solutions - ShowMyPc - LogMeIn - TeamViewer. They all offer similar connection experiences. ShowMyPC has the best browser based experience - very smooth and seamless. LogMeIn's is lacking and the experience feels sluggish. TeamViewer does not offer this to my knowledge. ShowMyPC wins with the free on-demand access because it is handled via the browser. [TeamViewer] offers free - but only via a downloaded client. LogMeIn does not offer anything for free here.
We also evaluated Intune remote support offering and TeamViewer. Those two performed worse than Zoho Assist, despite being more expensive, and their multi-platform support didn't match Zoho Assist either. So choosing the latter was a no-brainer for us.
Using Zoho Assist has saved us hundreds of dollars in remote support fees.
The ability to give remote support has not only saved our IT department time and money, but has impacted every department in our organization.
Remote support has allowed us to keep our IT staffing costs low. Instead of hiring more people to move around and manage the flow across the organization, less people can manage more and "be in more than one place at a time".
