Hosted Remote Technical Support S+S – Keeping It One-click

There are several great remote technical support solutions available. Often, however, these solutions do not take in to account the completely non-technical end user and either these users' technophobia or the users' emotional state (just fix the darned thing!).

For home "power" users helping fellow home non-technical users, knowing the externally assigned IP address of the PC needing work can be good enough to remotely connect.

For users behind a NAT firewall or for companies offering remote technical support, a one-click experience for the end user is critical. These users do not want to be told to click through more than two steps and “type in this” or “make sure you are logged on as root or admin”.

One example I've used for five years without fail is from www.nteras.com called RapidAssist. A user is emailed or IM'd a web link, the user clicks on the link and then RapidAssist connects, asking the user for permission for a remote tech to connect. The screen performance is very fast, RapidAssist works fine with any firewall and I like the screen markup where I can show a user what I'm doing.

RapidAssist can be used via a hosted solution or as a self-hosted offering on your own Microsoft Windows Servers.

nTeras hosted environment is Microsoft Windows Server-based.

Check out RapidAssist - their per-technician licensing is super easy and low cost. https://www.rapidassist.com/signup.aspx