Great Remote Troubleshooting tool---TeamViewer
Ratulsnigdha Saha | TrustRadius Reviewer
October 08, 2015

Great Remote Troubleshooting tool---TeamViewer

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

10.0.47484

Modules Used

  • Remote Connections to PC

Overall Satisfaction with TeamViewer

TeamViewer is primarily used by our infrastructure team to assist resources or consultants who are working remotely. Well, we can log in and access the user's computer remotely and resolve any kind of computer issue they may be having. We do have a cloud based email service and sometimes users run into issues accessing the web-mail. Also, if users have any issues related to VPN connection or any other network connectivity issue, we can resolve it using TeamView, hence troubleshooting the user's issue helps us to boost our business and it helps our resources to focus better.
  • You can instantly connect to a user's computer and take full control.
  • You can also transfer data (such as Windows files etc.) using this application.
  • It gives the option to do video and audio conference and chatting.
  • You can schedule and hold meetings as well.
  • Connection timed out issue: Though the connection to the remote computer is instant but the connection sometimes doesn't last for long despite good internet connectivity at both ends. I am not sure if the application in itself has a loophole which perhaps the developers would like to address.
  • Sometimes the mouse pointer freezes when you are already working on the remote machine.
  • Better customer service for sure in help desk environments.
  • Better efficiency for troubleshooting, existing team resources, and computer issues. They are able to focus in their work much better and this increases the overall productivity.
The remote control feature that TeamViewer provides is far better than any other product simply because of the fact that it is extremely simple to use. You can never hit any other button or click on any other options while using it. Things are very clearly indicated, this makes it a good product. A user doesn't have to ask any questions to other coworkers while using this product which helps people to work independently.
To be honest this is a well rounded product and it technically covers a lot of applications like remote control, conference, meeting hosting etc. But since I have used it mainly to troubleshoot a user's machine in current as well as in previous companies I would say that this is great for people who work at the "Help Desk" or as "Remote Support Engineers". This is due to the fact that in high velocity scenarios where the pressure is extremely high to troubleshoot user issues remotely and within a certain time frame then this kind of product comes in very handy. The best part is that it is simple to download and also to use. Any novice engineer can just start using it right after downloading and doesn't require any training at all. It is a very easy, simple and helpful tool.

Using TeamViewer

Mainly doing remote troubleshooting for users.
Anyone can use it as it has plenty of features and as per requirement you can choose what to use and work accordingly. For example if you work at the help desk and your job is to troubleshoot a user's computer issue then you have to use the remote control feature extensively, similarly if you only have to host meetings then you can just use that feature. You don't need any specific skill set to use it.
  • Mainly used for remote troubleshooting.
  • For hosting or scheduling meetings.
For remote troubleshooting it is very good.

Evaluating TeamViewer and Competitors

  • Product Features
  • Prior Experience with the Product
The feature that helps you to remotely connect to the computers is a great feature and it works excellent.

TeamViewer Implementation

Well I don't have any key insights regarding implementation of TeamViewer.

TeamViewer Support

Using TeamViewer

It's simple, easy to learn and use. Features can be explored instantly.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Remote connection to computers in remote locations.
  • File transfer is also easy
  • Haven't had any such situation