A pretty good solution for a lean IT/helpdesk org
June 25, 2021

A pretty good solution for a lean IT/helpdesk org

Ryan Scherding | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TeamViewer

We use it a lot since covid 19, it has also helped with scaling the helpdesk team as a national model, allowing us to be more lean in larger markets. Because we are in the expansion phase, post IPO we have been using TeamViewer to allow new markets' local IT take on the load of another market. An example: Colorado's one local associate who only has 4-5 local offices can assist the Washington DC team (3 people) with their 19 offices' helpdesk tickets that can be handled remotely. Though we use other device management tools such as Datto and JAMF we only use TeamViewer for taking remote control of an end user's computer, as the id and password must be provided for us to take control.

My only issue with the software itself is the lack of SSO integration, which can cause some frustration with lockouts as users cant just log in with our SSO.

The only other concern is that TeamViewer has a reputation of being used by scammers, causing a lack of trust with users. They don't seem to be the preferred option anymore with scammers for the most part, but they could do a much better job cracking down on bad actors. More company branding would help get a lot of that trust back.
  • Has end user provide access instead of simple remote control.
  • File transfer works more often than not.
  • Quick support app is quickly installed.
  • SSO integration.
  • Trust in the software as it is still used by some scammers.
  • Granting of permissions in macOS.
  • Much cheaper than travel cost.
  • Useful during the pandemic, as many of our teams will continue to work from home even after the pandemic is over.
  • Allows for a large area to be covered by a few helpdesk associates.
Because the user can install it from a public site there is very little barrier for users to get remote help, combined with an increase of productivity due to the lack of travel and the costs associated it has been a good value for the company.

I would say this is a good option if you are using this with a small team and a lot of end users spread across a large area.

Do you think TeamViewer delivers good value for the price?

Yes

Are you happy with TeamViewer's feature set?

Yes

Did TeamViewer live up to sales and marketing promises?

Yes

Did implementation of TeamViewer go as expected?

Yes

Would you buy TeamViewer again?

Yes

Very easy to deploy, staff machines come with quick start already on their base image.

For contractors, they can install on their personal machine from a public site, instead of an internal one.

The lack of SSO integration did slow things down with tier 1.

The software does have some users hesitant to use it since it can have a reputation of being used by scammers.
It does not work with OneLogin, our SSO which is disappointing, but the fact it does mandate multi factor is a huge plus as we need to control access to keep end user trust.

We do not need HIPPA or SOC 2 so those were not factors for us at all when making our decision to use this software.
Well suited for a company with a large geographic footprint. It allows users to get remote support without the cost of travel time.

Has some trust that we cannot just take over their computer at any time without their permission.

Great as a majority of the users are contractors, and provide their own tech, they can install it on their machine from the public site and it will work with our business accounts.

TeamViewer Feature Ratings

Screen sharing
9
File transfer
9
Instant message
Not Rated
Access to sleeping/powered-off computers
7
Over-the-Internet remote session
9
Initiate remote control from mobile
4
Remote management of servers & workstations
Not Rated
Centralized management dashboard
Not Rated
Session record
6
Multi-platform remote control
7