Remote support, for the right situation
Updated July 07, 2021
Remote support, for the right situation
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with TeamViewer
We use Team Viewer to provide remote support to clients. Each support technician has access to the quick support function and also a grouping of clients that are assigned to them.
Pros
- Custom branding: the customer sees our brand, our logo, and our text when they open Team Viewer.
- Ease of use: our technicians can simply click a computer on their dashboard and be connected to the client in seconds. Once connected, we can easily support the client, drop files, and use a whiteboard function if need be.
- File transfers: file transfers are easy to do through Team Viewer by using the inbuilt tools on the toolbar.
Cons
- Custom branding: while the option to custom brand what the customer sees when they open Team Viewer exists, the option to customize the program as a whole (like what Screen Connect does) does not. Team Viewer is not 100% white label, as you cannot change the program name, icon, or taskbar settings.
- Annoying popups: we purchased the pro version of Team Viewer 12. The next month Team Viewer 13 came out. Since that day, we have gotten constant popups and emails offering us discounts to upgrade to the next level. Even after clicking the option to never show again, the annoying messages return within a day or two.
- Two-factor authentication: perhaps a necessary evil? But who on earth is going to want to add a computer to our account if they are not being supported by us or have access to that account? Each time we add a new computer to our account, we must verify it through a link sent to our email, which we don't always have access to. It's an annoying and timely second step that should not be required.
- We have gotten our money's worth form Team Viewer. It is used daily and our clients have given us nothing but positive feedback on it.
- ConnectWise Control (formerly ScreenConnect)
Team Viewer is easier to use. Screen Connect offers a much better white label option. If your clients are going to have access to their remote computers as well, I recommend Screen Connect. If your team is the only one who needs access to remote computers, I recommend Team Viewer. That's how we do it anyway.
TeamViewer Feature Ratings
TeamViewer Security and Support
We purchased an old license type that is no longer "made". (Now all the big companies are milking monthly subscriptions to make more money for the same product). Support is included with our license and it is terrible. We have been having issues with techs using their iPhones. This issue started towards the end of 2019 and their support is yet to come up with a solution. We are a tech company....our technicians are always on the go and sometimes all they have is an iPhone. It is unfortunate that we have been thrown to the back seat in the line because we don't pay monthly. And we won't, no matter how many offers a day they send us.
TeamViewer used to be a great go to solution for remote access. But ever since their "pay by the month" model was rolled out, us grandfathered license users are no longer a priority. Their support is awful and their pricing is even worse. Remote access used to be affordable. It no longer is.
TeamViewer used to be a great go to solution for remote access. But ever
since their "pay by the month" model was rolled out, us grandfathered
license users are no longer a priority. Their support is awful and their
pricing is even worse. Remote access used to be affordable. It no
longer is.
since their "pay by the month" model was rolled out, us grandfathered
license users are no longer a priority. Their support is awful and their
pricing is even worse. Remote access used to be affordable. It no
longer is.
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