Very cheap product which works well enough if you can handle the on-going niggles and issues
May 05, 2020

Very cheap product which works well enough if you can handle the on-going niggles and issues

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zoho Assist

Zoho Assist is used to allow administrators to remotely manage client PCs and servers. It's also used by users to log into their workstations and work remotely.

Pros

  • Cheap.

Cons

  • Wake on LAN is very unreliable.
  • Zoho Assist service will stop workstations automatically sleeping (unless overridden) - this was done deliberately by their development team as they aware (and unable to fix) their issues with WOL.
  • Support is terrible - very quick response initially - but it can take weeks to get any actual support or solution. I currently have outstanding tickets over 2 months old with no response.
  • File transfer clunky, slow and inconsistent.
  • Clients often show offline when actually available and online.
  • Copy/paste inconsistent (clipboard).
  • Initially slow to connect to clients.
  • Allowing staff to work remotely (due to isolation and social distancing) has had a positive impact.
  • However, this positive impact has been offset by the frustration felt by remote staff unable to log in to their client machines (out of hours) due to issues with WOL.
  • This frustration is also felt by admins also unable to remotely support client machines again due to WOL issues.
  • The biggest positive impact is the very low cost of Zoho Assist.
TeamViewer, Logmein, Remote Support.

None of the above are perfect by any means however I did not find the frustrations, on-going issues and lack of support I get with Zoho Assist.
Support is terrible. Quick to initially respond with the boilerplate "The information provided by you should be sufficient for my development team to analyse this further. I shall also write back to you as soon as I get an update from them on this
regard." And then you will hear nothing more from them. Chase further and you'll get stock responses such as "Our development team are still looking into this," etc.

Do you think Zoho Assist delivers good value for the price?

Yes

Are you happy with Zoho Assist's feature set?

No

Did Zoho Assist live up to sales and marketing promises?

No

Did implementation of Zoho Assist go as expected?

No

Would you buy Zoho Assist again?

No

If you require a cheap solution to enable remote management/remote access to servers/clients and can work with inconsistent WOL, poor file transfer and non-existent customer service then it's worth a look.

Zoho Assist Feature Ratings

Remote Administration
3.4
Screen sharing
5
File transfer
2
Instant message
1
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
1
Over-the-Internet remote session
5
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
5
Remote Active Directory® management
3
Centralized management dashboard
5
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

Using Zoho Assist

15 - All departments including Adminstrators
2 - IT Admins

Zoho Assist Support

ProsCons
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
N/a

Comments

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