Item: Zoho Assist
Rating: 9
Author: steven Xing

Overall Satisfaction with Zoho Assist

Use Cases and Deployment Scope

I use Zoho Assist to provide computer support from BC head office to our users in east side Canada province. Most of time I remote control to see and solve the problem, rather than spend time hear user's complain. I rely on Unattended Access function to solve problem under extremely difficult situation, for example not able to connect VPN, Windows system crush...etc

Pros and Cons

Pros

One user's computer screen is black, no task bar and start button, after system crush, Unattended Access help me remote control it and use tools under quick Launch to change system settings and created new account for the user, so she can work few hours later.
One user computer need help vpn setup but it is not on Unattended Access list, so I create a temporarily Remote Support session, send the link to him by WhatsApp, after he download and install agent, I can connect and remote control it.
Sometimes user computer has randomly happening issue, I will connect it by Zoho Assist, record the remote screen, then will catch the issue and know it's triggered
sometimes I use video chat as a meeting tool with users
The file transfer by web client is useful for me, most of time is to upload files into user computer when it is not able to access our network drive

Cons

each Unattended Access computer has tools to remote control without remote connect, I wish add a text chat

Return on Investment

Zoho Assist help me solve user computer issue without them waiting to send computer to me to fix

Usability

Zoho Asist is so helpful and give me confidence to solve remote user's computer issue.

Alternatives Considered

ManageEngine Endpoint Central

Endpoint Central needs VPN connection

Key Insights

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

Yes

Are you happy with Zoho Assist's feature set?

Yes

Did Zoho Assist live up to sales and marketing promises?

Yes

Did implementation of Zoho Assist go as expected?

Yes

Would you buy Zoho Assist again?

Yes

Likelihood to Recommend

One of our user called me in the morning time, she is crazy by the computer. The system is damaged, when she login, all the screen is black. She needs to fly to global head office for important meeting. She has PP files need to present, but whole black screen doesn't have button or taskbar to run program. Fortunately the computer has internet and it's already installed Zoho Assist Unatteneded Access agent, I connect to it directly, use Zoho power option to log off and login as admin account, but screen is still black, then I launch command prompt from Zoho tools, try restore the system to old point, but still failed, then I use Zoho tool to launch computer management, create a new local account, then log off and login as new account, now screen and taskbar is back, I did transfer files and bookmarks...etc. Finally the user appreciate my help again. Why it's again? Because I have been using Unattended Access solved her computer issue many times, from Canada West coast to east coast.

Zoho Assist Feature Ratings

Comments

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Zoho Assist is useful tool for IT remote assistance