This is a fantastic idea. I am currently using PCAnywhere at all of our store locations and have recently priced PCAnywhere and RealVNC for our entire corporate office.
I beleive this would be a very useful feature to have integrated in the helpdesk. I look forward to it.
That would be a great idea. We used Webex at one time and now use GoToAssist or GoToMeeting. Integrating two major parts of a help desk into one app would make things much easier.
We are using Desktop Authority for remote control and patch management. This would be a great addition to C.Support.
We are using Dameware. It's pretty reasonably priced and the client installs when you go to use it. There's no need to pre-install the client.
How about integrating with Windows XP Remote Assistance and Remote Desktop Tools?
XP remote assistance would be nice since it is free.
Microsoft Shared View may be another option as it is free has many features and is .NET based I beleive.
But choosing any tool would be very helpful to keep things as simple and speedy as possible for reps. After switching out of cSupport for remote assistance is what can lead to less documentation as oppsoed to having cSupport remain the focus.
We currently use Ultr@VNC for all of our computers. Its a great free program with a lot of functionality. For our users personal computers we use GoToMeeting, which is a lot cheaper than Webex and I feel that it works better.
I have to agree that Remote Assistance and Remote Desktop integration seems to be an excellent choice since there would be no installation. My company is not-for-profit, so price is also a major concern.
Integrating Windows remote assistance is a great way to go as for most of us it is already interated in windows so there would be no additional work involved in deploying. But also using VNC would also be a great idea. I think you need to stick to ideas that would lend to quick deployment and free to very cheap for you current cusotmners.
New Hanover County is using LANDesk.
Don Ross
IT Service Manager
New Hanover County Govt
910-798-7173
We use UltraVNC. It's free, and it offers group based NTLM authentication. Windows remote assistance is only useful as long as there is someone sitting at the workstation, as someone has to click to accept the assistance. Remote Desktop doesn't give you a true console session and requires that you know the logged in user's password.
Oklahoma State University is negotiating with Logmein.com for their remote desk support. They have the best tool that we have tried. We are currently looking for an integrated system so c.Support would definitely be moving in the right direction.
Bob
We use DameWare, but it would be useful to have cSupport provide the option of running a command line as most software will have the option of launching it's program from the command line with switches...
We were looking at a hosted zero footprint solution from NTR Global.