Remote connection tool

[Siora]

Any chance of a built in remote connection tool? You already have the tracking in place so how hard would it be to also have a built in remote desktop solution? This could come in handy for all the IT people that use your system.

[Siora]

I already use logmein but I would much rather use a system that included everything which is why I asked. I understand if its out of scope.

[Clay]

Yea, like in my situation I help people with PC problems.
Maybe add it as an addon so we can purchase, or give to us free(:

[craigbrass]

Would be a VERY nice feature but would take months of implementing. Just thinking about how it would be done is giving me a headache!

[Siora]

True...but might be a worthwile investment if implemented correctly. I'm sure lots of people would buy it and also buy the entire package if it was provided. In my business, you want to minimize the number of applications used so we look for softwar apps that have the all-in-one feature. Having this would add Kayako's appeal.

[craigbrass]

Hmm, I suppose if it was done as an add on module it would be a worthwhile task for Kayako. I can see a good amount of their customer base buying it + me who just buys the addons to say I have the lot! lol

[Siora]

This is why I don't think this should be in the "wont implement" category. It should at least be kept for consideration.

[richm]

Just a thought, but anyone know a context menu hack that would give you "send to" in the context menu of the browser?
(assuming you have a shortcut to mstsc in your send to menu)

Might be a way around for now.

Rich

[Siora]

Originally Posted by Jamie Edwards

I'm afraid that for this to be browser based is near-impossible to maintain effectively for the reasons I gave earlier. However, we can consider the request to remain open for now.

Please do not expect anything concrete on this for some time, however.

Thanks Jamie.

[dzell]

You can use a variation of UltraVNC instead of a paid service. This is free and opensource.

We use this for our helpdesk and it work well. We only needed to open a few ports for the service, and the customer has a single file to download and run when needed. This is a very transparent solution.

http://www.uvnc.com/pchelpware/index.html

[Siora]

Originally Posted by dzell

You can use a variation of UltraVNC instead of a paid service. This is free and opensource.

We use this for our helpdesk and it work well. We only needed to open a few ports for the service, and the customer has a single file to download and run when needed. This is a very transparent solution.

http://www.uvnc.com/pchelpware/index.html

Sweet, this is amazing. I will definately look into this cause this could potentially allow me to brand and re-sell. Thanks Dzell.

[danielpugh]

we use ultravnc sc - its pretty good - and works well when combined with the repeater app. Its all open source and has a java viewer.
it only lets down in that it doesnt work on osx at the moment

readydesk helpdesk uses ultravnc, combined with the chat/livesupport, and cross platform viewer, and its pretty good (compiles the app on demand), works pretty well etc.

ideal solution would be a chat that the integrates with remote control app that end user puts ticket no.

Separately a client that can be installed on servers as a service that connects to the central admin area (ie so you can connect to a server whenever you want) would be nice (like ntrsupport).

oh and separate remote app for osx would be good too! (the windows app works fine on linux with wine installed)

[Siora]

I tried using ultravnc and didn't like it at all. LogMeIn Rescue it is...much more features and has a built in survey (two things Kayako is lacking).

[danielpugh]

we only use ultravnc as its free. The best paid for one is ntrsupport (no i dont work for them). It ticks all boxes - web interface for servers, 2 way connections, encryption, mac/linux support, i recently reviewed about 30 products and theirs was pretty good. I liked logmein, but it seemed too expensive.

worth a look see for me just to see some features i didnt even think of (although i hadnt thought of the survey till you mentioned it - i want that to be part of our main support system though ideally), and we already get that from microsoft and cisco for free.

[Siora]

Yeah NTR is okay but there was a reason why we didn't use them...can't remember now.