Remote connection tool

[pjcreese]

While being bundled would be advantageous, a partnering on kayako's part would seem more like a viable business solution.

Our support department has been using the logmein Rescue product for many years successfully.

[danielpugh]

SimpleHelp | Remote Support Software for a One Time Purchase with No Subscription |

only downside is the client requires installed java, but tried and tested on all operating systems including osx, vista, linux

[Siora]

Originally Posted by danielpugh

SimpleHelp | Remote Support Software for a One Time Purchase with No Subscription |

only downside is the client requires installed java, but tried and tested on all operating systems including osx, vista, linux

Yup and they recently upgraded and their system is much better.

[odom4ever]

i use PC anywhere ..

[AussiedeviL]

Hi all
Interesting thread...i ‘m definitely pro remote functionality from within kayako
I have had a think about this and i believe i have found the easiest way to facilitate remote sessions within kayako for the short term. This will only work for windows based machines sorry linux dudes!!!

From Support Suite goto Tools > Links Toolbar...

Click Add..


If Windows 2K and XP


Add Offer remote assistance 2K/XP into the Caption box

Add the following to the URL box

%windir%\explorer.exe "hcp://CN=Microsoft%20Corporation,L=Redmond,S=Washington, C=US/Remote%20Assistance/Escalation/Unsolicited/Unsolicitedrcui.htm"

If Windows Vista

Add Offer remote assistance vista into the Caption box

Add the following to the URL box

%windir%\System32\msra.exe /expert

For further options

[Window Title]
Windows Remote Assistance Help
[Main Instruction]
Usage
[Content]
msra [/? | /expert | /novice | /saveasfile <path> [password] | /openfile <path> | /email <password> | /offerRA <computer>]
where
<path> Is the path to a file to be created or loaded.
<password> Is the password to protect the invitation.
<computer> Is the computer name or IP address of a computer.
Options:
/? Display this help message.
/novice Start Remote Assistance and ask for assistance.
/expert Start Remote Assistance and offer assistance.
/saveasfile Create a Remote Assistance invitation by saving to a file.
/openfile Open a Remote Assistance invitation file.
/email Opens the default SMAPI e-mail client with an invitation attached for sending.
/offerra Uses DCOM to launch Remote Assistance on the novice computer remotely; automatically connects.
[OK]


There is also a program called SORA which facilitates opening “offer remote assistance” on Xp and vista [link] with some tweaking this could be quite good if it was included with the kayako packages

so there it is I believe this would be sufficient for the majority of users requiring remote functionality. Ideas for the future could be options like generating a remote assistance invitation from within kayako as part of the livechat/ticket process

Your thoughts?

Cheers
Kiran

ps : I have created a poll to see how many people are interested in having a remote connection tool you can view it here

[AussiedeviL]

hi

i have posted this poll to try and guage how many people are interested in having a remote connection tool. see main thread for convo
Cheers
Kiran

[charlier]

I would like to also throw my support in for a remote desktop tool. Web bases is really the way to go, or something that can ring back to our server to initiate the connection to work around firewalls / routers.

Real vnc is an option, but again, requires portforwarding for many places.

Ideally , it would work in such a way that the customer clicks a link, authenticates, and then software is installed / connection started TO US, instead of us reaching out the them.

I have been lucky enough for the last bit to be a beta tester for gotoassist, but that's running out / is over.

If you kept the costs down such as the same as the rest of your software, I'm sure it would take off, so many places out there charge so much, and those of us on tight budgets / no budgets at all do not have any solutions.

Thanks for any of your consideration.

[Speedy059]

I'm all for this option and hope this can be integrated into Kayako in the near future.

[Siora]

I've been using simplehelp for about a month now and its pretty good for the price. There aren't any monthly fees and per agent fees. It pretty much does what you need it to do (connect to a remote machine to resolve issues).

The good thing is that Digital Mayhem created an integration module that integrates simplehelp directly into kayako so that staff can connect to simplehelp straight from the staff CP and your clients can request support directly from a widget on your support centre. Plus, they sell the product at a cheaper rate then simplehelp does.

For more information about simplehelp and its features visit SimpleHelp - Web based remote support software for a one time purchase

To buy the Kayako module and/or a simplehelp license visit: Digital Mayhem ~ Kayako ~ ModernBill ~ ClientExec ~ AWBS ~ Server Management ~ Domain Names ~ Etc.

[susan.burkley]

Our company would LOVE it if the ViewShare app did more than just 'share a view'. By the time we get to the point where a remote session is necessary, WE need to see the CLIENT's machine and usually take mouse control so that we can quickly fix an issue. We've been using Webex but it's just way too expensive, especially since we don't need to do this all the time - just once in a while. Even if ViewShare or the like were to load an ActiveX control or Java Applet on the client-side, this would be fine - Webex etc do this anyway.

Just wanted to add my two-cents!

Take care everyone,

[Siora]

Susan,

Take a look at my post above yours. I believe Digital Mayhem can help you out here.

[susan.burkley]

I will do that. Thanks!

[susan.burkley]

It looks like SimpleHelp works with every license type except hosted, which is what we are on.....

[lscarpace]

We use the Simple Help product. It is great. It is a Web based remote control that uses Java and provides excellent features at a great price. The best feature is you host the application.

http://www.simple-help.com/