By using unattended support, an IT help desk can reduce peak-period resource consumption. IT help desk personnel leverage permissions and detailed security protocols to resolve employees’ remote access and other technical issues without them being present. With unattended support, you can support any employee at any time, even when they are away from their computer. Splashtop provides unattended support capabilities, while Zoom/RC simply do not. How Splashtop manages the five most common remote support use cases for IT help desks in comparison to Zoom/RC: Use Case #1: Anytime/unattended support for remote computers While a true remote support solution, designed for IT help desks, covers the basics and then some. integrating into PSA/ticketing systems, file transfers, elevating to admin permissions, logging support sessions, adhering to regulatory compliance requirements). So, they have no notion of the basics, (i.e. The simple answer is that Zoom/RC were never designed to be remote support solutions. Why aren’t Zoom and RingCentral practical tools for remote support? Nevertheless, the Zoom/RC workarounds cannot compare to a true remote support solution, like Splashtop, when running a scalable remote support operation for IT help desk. No one wants to pay more for spotty performance and lack of features. That said, we understand why it’s happening. Needless to say, it’s a clunky workaround that involves too many steps. The technician then guides the user through a fix. The typical workaround involves the IT help desk asking users to contact the help desk via Zoom/RC, then turning the screen sharing over to the IT technician. Some are turning to alternative solutions because of unreliable connections, lagging performance, and price increases from their existing solution. At Splashtop, we’ve been hearing from IT directors and technicians who are trying to make do with collaboration tools in place of remote support software. Recently, some IT support teams in the education industry and the small-to-midsize corporate market have turned to Zoom, RingCentral (RC) or other collaboration tools as alternatives for remote support.
0 kommentar(er)
