ManageEngine Remote Access Plus vs. Zoho Assist

ManageEngine Remote Access Plus is very well suited in environments which consist hybrid operating system. It supports all types of OS like windows, Mac, and Linux. It helps in taking the remote of system and troubleshoot the m if any problem occurs hence engineers do not need to be physically present on the location for the purpose of solving it. It helps to keep a complete track of endpoints that what application, process is being used. It is not well suited in environment where there is no Active directory or SCCM server because ManageEngine Remote Access Plus need agent to work and deploying agent the environment where Active directory does not exist is a big task. Manually deploying agent on every system is very time taking and need so much of effort.

Incentivized

Zoho Assist has been great for me when someone calls and has problems accessing files, or can't figure out why their computer is doing something weird. I can just send them a link and be connected to them in a couple minutes. I've tried providing support to mobile devices and it has proven to be a challenge, especially if the user on the other end is not particularly tech savvy. The installation process is not intuitive and the functionality of the support once I was connected was not very good

Incentivized

• It is embedded with great features like voice support, video assistance, and even text support, which provides a great user experience.
• It provides features like remotely shut down the end system, renaming the endpoints, full list of applications running, process use, memory consumption, disk usage which are very beneficial.
• We can even uninstall unwanted applications, delete malicious files, kill heavily used process, modify registry values.
• It helps in to keep track of windows event that occurs in the system, it also provides report in desired format.

Incentivized

• Zoho Assist has Two-factor authentication (2FA) for added security.
• I can access my tools from multiple devices wherein Zoho Assist is installed.
• Easy file-transfer solutions
• Session recording for audits and training

Incentivized

• It is an agent based solution which is a major disadvantage. We can not control the system which do not have agent installed on them. Hence this is a disadvantage. Even installing agent is a big task in a large organization.
• Till the agent are not installed on every system we can not have full control over the organization network. Agent deployment takes time hence we can utilize the product with its full efficiency.
• The pricing is very high, and it goes on increasing as we add more technician and endpoints.
• The connection gets drop sometime while controlling in new release because it contains some bugs. We also need to have proper bandwidth for using it smoothly.
• The implementation and deployment takes time and needs proper support from vendor. Sufficient documentation are also not available.

Incentivized

• Wake on LAN is very unreliable.
• Zoho Assist service will stop workstations automatically sleeping (unless overridden) - this was done deliberately by their development team as they aware (and unable to fix) their issues with WOL.
• Support is terrible - very quick response initially - but it can take weeks to get any actual support or solution. I currently have outstanding tickets over 2 months old with no response.
• File transfer clunky, slow and inconsistent.
• Clients often show offline when actually available and online.
• Copy/paste inconsistent (clipboard).
• Initially slow to connect to clients.

Very easy to use. Tech support is available, but not needed. Our customers are able to download and run the file quickly, an audible tone alerts users as to when the assisted person joins the session. It is functional, aesthetically pleasing, and contains all the capability anyone needs for remote support.

Incentivized

As I said earlier, Zoho Assist is a perfect remote access software and very well meets our needs to solve installation, uninstallation and general configuration issues. The interface is beautiful, clean, user-friendly and works very well on Windows 10. All the support and infrastructure staff approve and enjoy using it

Incentivized

Remote Access Plus is a lot more user friendly and can easily be used by junior IT staff efficiently.

It is also a lot more powerful with a range of additional features and functions

Incentivized

All of the products listed can be used as standalone products or like we do as a suite of products that help various teams and departments make the day to day operations run more smoothly and efficiently. The only non Zoho product that i currently use that is like Zoho Assist is Microsoft Teams, and while teams has many of the same features that Zoho Assist has it does not go into as much depth as Zoho Assist does as it is not meant for support, also the other party would need to have teams as well to establish a call whereas with Zoho Assist its just sending a link via email to the customer to open the support session.

Incentivized

• Faster recovery of issues from screen sharing
• managing patches without manual intervention
• deploying software to multiple workstations at the same time

Incentivized

• We never skipped a beat when the 2020 lockdown occurred. Everyone was already set up and able to work from home.
• The cost of Zoho is much less than other remote programs; especially when remote connectivity cost includes up to 100 technicians (we made each user a tech of their own computer).
• Integrating with other products and receiving a bundle discount is a plus.

Incentivized