FixMe.IT has an unbeatable price for its stable but limited features
July 16, 2018

FixMe.IT has an unbeatable price for its stable but limited features

Justin Bongard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with FixMe.IT

The IT support is the only department using it. Other departments use RingCentral meetings to share screens with each other or to do conference calls. This tool allows IT to have unattended access to all computers in the company. It allows us to do that, but to also direct a user to a short, easy URL, download a very small program, and then give us full control over their PC with only a 6 digit code. Instead of shipping a computer to us, configuring it, and then shipping it out to a user, using more time and money, we just ship laptops directly to remote employees. It is very easy for us to walk a user through a few steps to set up the computer and get to a browser, to give us access. There is a very clear ROI for us for speeding up that process as well as helping show users how to solve problems immediately, without them having to do anything.

Pros

  • Unattended access always works
  • Deployment through MSI to all PCs in the company
  • Stable and dependable. The app never has issues.
  • Option to follow users' mouse if they have more than one screen but you are only using one screen to display their computer. It allows them to show you things without fighting for the mouse or having our view of their screen be too small.
  • Lightweight. The app for on-demand remote controll, unattended access, and even the expert are all very small and not resource intentsive

Cons

  • Be able to have detailed notes about the unattended computer. Currently, you just have a title of the computer and that's it. We can't fit much in the title but we do put, "HOSTNAME - SERVICE TAG - USER'S Name". If it's a spare computer we put "Unused" in place of the user's name.
  • Be able to block user input. Sometimes they just don't stop moving the mouse or trying to type at the same time and it makes my job frustrating very quickly.
  • Be able to block non-admins from being to remove the unattended client.
  • Allowed us to ship new PCs directly to users, have them allow us access, and then we remotely install all of our software that keeps it safe. We no longer need to ship a computer to us, pay to ship it to them, and waste a lot of time.
  • It allows us to help users the moment they have a problem on their screen so they don't have to get back into the program and try to recreate the problem later.
  • Unattended access allows us to not pay for the tech and employee's time, just to let the tech in the computer.
  • The ROI is definitely there in less than 6 months.
  1. Chrome Remote Desktop is not suited at all for remote support.
  2. LogMeIn is very expensive but the highest grade in its class
  3. TeamViewer is not much cheaper than LogMeIn
  4. Splashtop is pretty good but we only have one license to take care of the 10 Mac PCs that FixMe.IT can't support.
  5. Despite having fewer features, the ones FixMe.IT has are solid and well worth the low price tag, especially since each tech can support a very reasonable amount of unattended clients
It's great if you can mostly trust your users to want you to be able to remote into their computers. Our users rarely remove the app, but that would be a serious problem if you were trying to use this program to enforce control over the PCs. It does not offer reporting on the PCs in any way. If you just need a cheap, great, bare-bones remote desktop tool that works great on only PCs, then it's a no-brainer. I love this tool. If you have to support mobile, Apple, or Linux devices, this program would not help you out at all.

FixMe.IT Feature Ratings

Screen sharing
10
File transfer
8
Instant message
8
Access to sleeping/powered-off computers
1
Over-the-Internet remote session
10
Remote management of servers & workstations
7
Session record
10
Annotations
9

Using FixMe.IT

4 - Developers use it to debug errors with employees as they happen.
IT Support uses it the most. They support all IT issues everyone in the company has or new capabilities they need.
3 - It does not take any special skills at all. I just needed to email TechInLine, the brand that sells FixMe.IT to set up four accounts with different usernames. I maintain the standardization of computer names, removing duplicates, and making sure users don't revoke rights to us.
  • One-time remote desktop access that's still able to survive reboots and doesn't leave a trace of being on the computer when done.
  • Recording sessions with users coming across an issue we have to send to a developer to fix.
  • Seeing if a computer is active. It's helpful to know if a person is in their office before I call or walk over there
  • Transferring files to them
  • See if a person is active on their computer before we walk over there to talk to them
  • See if a person is active on their computer before I try to call them
  • Keep an inventory of computers for each user. If a person requests a laptop for a work trip, we know who checked it out because we always change the name of the computer to include the person before we give them the laptop.
Great product for the price. I would buy it again. We now have 6 licenses of it and it's completely worth the investment.

FixMe.IT Support

It is all just done through email so there is no tracking of tickets but there is not much need since they will respond multiple times a day if needed. I never have any issue with them though. They are very well trained.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
Not kept informed
They just always know exactly what I need, even if I don't explain it well.

Comments

More Reviews of FixMe.IT