Item: TeamViewer
Rating: 6
Author: Verified User

Overall Satisfaction with TeamViewer

Use Cases and Deployment Scope

We have had 2 use cases for TeamViewer in the past and at present. We use it for tech support to share the screens our users see and to perform routine support tasks with them, ranging from authoring installations of applications to troubleshooting application issues and configurations. We also use it to allow users to access their computers remotely, so they can work just as they do at their desks without internal systems in a safe and familiar manner, with a straightforward means.

Pros and Cons

Pros

Shares multiple remote displays
Allows remote access and direct interaction with the remote desktop
Allows for unattended access
Can allow Windows logins
Can be set to start (or Not) with operating system
Works on Macs and Windows
Has uses on tablets as well as phones

Cons

Licensing is unnecessarily convoluted per user
Licenses are very expensive
Using it through an RMM service can be troublesome.

Return on Investment

We used to have 4 licenses so support could access users, but they changed the license model and we had to find an alternative.
For the cost of 4 licenses, we were able to get 125 computers managed by NinjaRMM who provides Teamviewer as part of their service
We would have moved to Splashtop had we not gotten it as a bundle from the RMM vendor, but since we did, the ability for our users to log into a ninja and get access to their granted computers has had a big productivity boost and enhanced after-hours customer support.

Alternatives Considered

Kaseya VSA and Splashtop Remote Support

Mac users prefer TeamViewer over both of these hands down, and it is only slightly better on windows. TeamViewer is still far easier to use and more robust. Also, Kaseya suffered a significant breach. Splashtop is more difficult to establish connections with, especially on Macs but has a friendly price-point, so that may be a consideration for smaller companies. There is always a trade-off in these types of offerings.

Key Insights

Do you think TeamViewer delivers good value for the price?

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

Ease of Implementation

One thing that is true about the app is that it can be set up very quickly and doesn't have a restart demand when installing or upgrading. You can deploy via MSI or direct download.

Security

We use 2FA only out of those offerings, so I cannot speak to the others, however, unless there is an issue with internet attacks affecting SMS it works as expected every time.

Other Software Used

Microsoft Remote Desktop Connection Manager (RDCMan), Microsoft Office 2016, Remote Desktop Services

Likelihood to Recommend

If used solely for tech support teams it can be a great tool, with the limitation of how many techs can be in it at a time, as they sell "Channels" and will only allow the login of one user per channel at a time. While the cost is high, it can be a very useful tool. It gets messy when you want to use it for all your users to remote into their work computers, however, and also the "free" version of the license doesn't always seem to handshake with the licensed version consistently. So you install it on a hundred computers- but they all must use either the very limited Host version, or a licensed copy, because after you connect from support to their computer it nags you about playing "Fair". If you have users create their own TeamViewer account you can avoid this, except for the often arising issue of being cut off in the middle of a session for not "playing fair", even though you are fully licensed (at over $1400 a year no less).

TeamViewer Feature Ratings

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Teamviewer: The good, the bad, and the ugly