Zoho Assist was initially dependent on Zoho Meeting to start a remote session from the desktop. Now, with it’s own new and sleek desktop plugin, Zoho Assist has empowered itself to start sessions from the desktop with a single click.
Browser independence is one of the core features of this new plugin. It runs in the task menu and requires very less memory footprint, i.e., it will not eat your system resources while still being handy in establishing a robust remote session. Another major feature is the Auto-Updation. This will help users to enjoy the new features without any manual updation troubles. One can also resume the previous session with a single click. (you don’t need to create a fresh session every time, thereby saving time)
This Zoho Assist plugin is presently available for Microsoft Windows only. We’ll be releasing the other OS versions soon. You can download the plugin here. Hope the new desktop plugin will help you experience the remote sessions on the fly. Happy remoting!
We are delighted to announce User Account Control (UAC) support in Zoho Assist, our
easy and effective remote support app. UAC support will be of much help to support technicians assisting clients on Microsoft Windows Vista and Windows 7. UAC is a security component which displays a dialog box asking for administrator privileges whenever an administrative task is attempted.
UAC dialog box as displayed to standard users
UAC dialog box as displayed to administrators
Previously, the Support Technician was unable to see the UAC dialog box. The reason for this was because the UAC and the support session run in different modes (secure desktop mode vs normal mode). With this latest update,
is able detect the UAC dialog box and informs the Support Technician, so that he can ask the client to bring the UAC to the normal desktop. From that point, the UAC dialog box will get displayed to the support technician. A detailed step-by-step guide is available
here. Please contact us at
email@example.com with any questions.
A few weeks back, I had a personal remote support experience with my dad, more specifically helping him out with transliteration in gmail by showing him how it works as I directly controlled his computer’s mouse and keyboard. I had to take this drastic step after about 1 hour of trying to explain how it is done over the phone, continuously countering his ever present ‘I don’t understand computers’ attitude. Prior to this, when I had initiated this remote support effort and directed him to the join web page, he demanded,
Why do I have to type in my name, email and all that ? Don’t you know it already? Why can’t I just click on something, like it is usually with computers and be done with it.
After such personal experiences that I shared with the team and intently paying attention to requests on improving the user experience in establishing remote connections, we have been vigorously working on making it as simple as possible for your
remote support needs. Many unhappy feelings were posted to support in writing (some polished, some strikingly straight forward) about having the remote user type in information like their email address at join.zoho.com and delays in the connection process through email invitations.
Well, no more delays, time to get set and go! All that a remote user needs to do now is run the little (just 111kb in size) join executable when they type in
join.zoho.com at the browser’s location bar and key in the session id in the little edit box that is as simple as this:
and that’s it! A progress bar runs for a few seconds…
…and the remote connection is complete.
With email invitations or sending session link via chat, the remote user does not even have to key in the session id which is incorporated with the invitation link. Just running the join executable will do. We noticed that people who are already aware of this change, currently using
Zoho Assist are pleased with this current setup and the remote connection process has become faster and smoother. So, to all those who had reservations with our previous join process, give our new method a try.
This is just an initial effort at improving the overall user experience and more updates are coming up in this regard. Stay tuned! If your thirst for ease-of-use in getting things done online without leaving your seat isn’t yet satisfied, post your comments
on your expectations for a better remote support experience. We are determined to quench it!
Note: This update is effective only with Windows PCs.
…..most times it turns out bad. When it comes to something extremely sensitive like Remote Support , where one grants control and access to their computer entirely, customer experience while going through with it really matters. It is normal for average computer users to be paranoid when it comes to remote support, given that even some computer savvy folks are skeptical of online dealings like buying and paying for stuff through net banking etc. One awkward experience with your remote
support service is enough reason for a customer to never return to you
Think about it, isn’t there always that little
hesitation whenever we are transferred to a third party payment gateway
while shopping online? Sometimes you even quit from going through with it.
Isn’t it true that we feel safer when that payment gateway is built
within the site of the online store though it is the same thing. True,
that the online store is sort of concealing the fact that another
service is involved yet it is simply about making it less complicated
for their customers, since the store is certain about the security of the service they have chosen.
Our Zoho Assist’s Embed Remote Support widget works the same way. Instead of directing your remote users to join a
support session through Zoho Assist’s join session page, you can direct them to
your own site page. All you have
to do is simply copy and paste a couple of lines of text (code) to your
site’s HTML source and you get a session-id box with a join button right on your page. This way your customers’ experience is focused around your business’ service, making it more comfortable, easy and safe in perspective.
Here are a few examples of remote service providers utilizing the Embed feature of Zoho Assist (Click on the images to see the actual site pages). The following image is from One Stop PC computer support:
Similarly, New Frontier Ventures LLC , has remote support built into their web page:
Now, compare joining a support session through the above pages to the Zoho Assist join session page. What would make you feel more comfortable? Not many of us like giving our email-ids just because we seek service right? You can avoid that for your clients with the embed widget. We are working on complete re-branding options wherein you can even get rid of the ‘powered by zoho’ tag, create your own organization / company support URL and more (for which you might have to pay a little).
Customer experience is of top priority. Make your remote support service easy, secure and comfortable for your clients, try Zoho Assist now!
I thought I’ll share with you a recent amusing and interesting remote support experience. It involved helping Juan, a friend of mine in UK and his mother in Mexico, both of us ultimately having to control her PC, miles and oceans away. It is interesting how now-a-days members of a family live and work apart in different ends of the world and have to depend on the internet to be a family. You never know when you might get into a situation to remotely assist one of your closest ones with PC software hiccups.
Anyways, I was text chatting to Juan, currently working in UK and was wondering why he was not getting back with his usually witty rapid responses. On my demand for attention, he then told me that his mother in Mexico was driving him nuts complaining…
After further discussions about what is “talking thing going round and round” going nowhere, I suggested him to make a remote connection to his mother’s PC in Mexico using Zoho Assist and SEE what she was seeing. He said his mother’s computer ideology is such that the monitor is the internet-email and the other box (CPU) is unnecessary. I assured him that if she knows to check her email that will do to gain remote control of her PC. Skeptical but hopeful, he went and started a remote session from the Zoho web page; typed his mother’s email-id and clicked “Start session“.
Glad to receive any email from her son, his mom opened the email, “clicked on one of those blue things with the hand” (email link) and later on Juan’s request clicked on “Join session” from the web page that opened. In minutes Juan was not only viewing but controlling the mouse and working on his mother’s PC located far away in Mexico. Then he typed “Hahaha….I see now what the talking thing round and round is!” I demanded immediate explanation and he insisted it be a suspense.
After a while though, he said he was not able stop the “talking thing” from going “round and round” and some extra help would be good. Ultimately he invited me to also view his mother’s PC by using the “invite” option in Zoho remote support interface. So, three people in different corners of the world were sharing the desktop of a PC in minutes. No internet settings, firewall tweaking, IP address or such. All from our web browsers.
And so, I too figured out what was going “round and round” repeatedly, while it should be going in. It is absolutely amazing how something simple can seem complicated. In collaboration, we browsed through some message boards online on his mother’s computer and after following instructions on one related forum, we got the talking thing to go in. Juan also explained his mother how to talk through it. If you are intrigued to know what was going “round and round“…..click here to see.
Remote support is simple and effective with Zoho Assist. You can connect to anyone, anywhere even through firewalls/proxies, NAT. You can have an IT technician remotely control your PC right from his office. If you are in IT support, you even have features like Remote PC Diagnostics and built-in file transfer to exchange and install updates and patches. You can collaborate with your colleagues, share your desktops and work as a team. Try Zoho Assist next time you are in need to remotely control a PC.
Did you know that using Remote Support with Zoho Assist, you can now get comprehensive diagnostic information about a remote PC in just a click? Yes, a click on the ‘Diagnostics’ button control instantly unveils ‘Remote PC Diagnostics’ to you.
is a known fact that PC diagnosis is essential to hasten the process of
identifying the root cause of a problem, especially while working on
rectifying technically challenging software issues (that may be
affecting the functioning of other hardware). If you are a computer
support technician, then being able to obtain information about
applications, processes, active drivers, events etc becomes necessary
to troubleshoot issues that demand higher level of research.
Typically, while performing remote support on customer PCs, the Task Manager and management programs in Administrative Tools
are frequently used for diagnostic purposes. It may be quite tedious
and frustrating if the controller of a remote system has to navigate
and activate them remotely at the client’s end, time and again, having
to access each utility individually at various points of the support
Remote Support with Zoho Assist helps prevent this time draining situation by
aggregating the prime diagnostic information under one simple tabbed
‘Remote PC Diagnostics’ interface.
Using Remote PC Diagnostics
The support technician or the controller of the remote system can launch the Remote PC Diagnostics view, by clicking on the ‘Diagnostics’ button control on the User Interface (UI).
The Remote PC Diagnostics interface contains seven parts:
Dashboard, Processes, Services, Drivers, Applications, Start-up and
Event Viewer. Each tab displays information relative to the actions and
activities on the remote system.
[Click the image below and take a peek at all tabs]
The Prime Seven
The Dashboard view provides information pertaining to the basic configuration
of the remote system. Information about the System’s CPU, Memory and
Data Drives are categorized and displayed in four sub-sections. The
controller of the remote PC can get a quick idea of the percentage memory, CPU in use,
amount of free space available in each drive etc., from this dashboard
view that is the usual starting point of a support session.
The Processes tab lists all the on-going processes on the remote system
along with the process-id (PID), memory used, the respective percentage
memory, user name and priority. The list can be sorted in ascending or
descending order relative to name alphabets or numerical values by
clicking on the title name of each column. This is mainly useful to
trace the processes consuming the most and least memory.
The Services tab lists all the long-running executables
that perform specific functions and do not require user intervention on
the remote system. A brief description of the service functions is
displayed along with the path to the service executable, its current
status and startup type. A technician can track how a service was
started and also determine if any unwanted services were started
Drivers tab lists all the hardware and software drivers that are active
in the remote system, in three columns: Name, Display Name and Type.
While the Name column corresponds to the name of the driver file,
Display Name denotes the kind of software or hardware being driven. The
Type column specifies if the driver is part of the kernel or the file
system. This helps a remote controller to assist a client dealing with
driver related issues.
Applications tab shows details of software applications and programs
running on the remote system. It contains Name, Version number,
Publisher and Location (path to the directory) where the application is
executed from. This enables the controller of the remote system to
check for the presence of any spurious applications that may be hindering proper functioning of the system.
The Start-Up tab displays details of all the programs that get initiated when the remote client starts his/her system. Most malware programs make their way into the start-up path in the registry
and keep running in the background without the knowledge of the user.
This being the case, a support technician can track down such unwanted
programs from this tabbed view and also get to know if too many start-up programs are slowing the system down.
The Event Viewer tab provides a snapshot of significant occurrences on the remote computer
that fall into one of the three severity levels, information, warning
or error. With the Event Viewer, information about hardware, software,
and system components on the remote computer can be obtained, along
with monitoring of security related events. This helps the support
technician to identify and diagnose the source of system problems, or
predict potential ones.
Note: This facility is available currently only for remote PCs running Windows. Work is in progress to support Mac and Linux.
Rapid Remote Support
success of resolving a computer problem through remote assistance
relies heavily on the scope and speed of access to in-depth system
information at the remote customer’s end. Your client may not find it
too comforting to watch you open up his/her task manager, event
manager, administrative tools and such cryptic, unfamiliar stuff you
deal with rather frequently. As an analogy think about a patient forced to watch a surgeon perform his fine cuts, stitches and chat about the insides with his peers…..not good right?
Using Remote Support with Zoho Assist, you can now simply click on the
‘Diagnostics’ button and immediately have access to all the prime
information, otherwise only available through individual access and
activation at the remote PC end. You can get on with performing your technical surgery on the remote PC given the better hold on the
specifics of the problem, sans any paranoid customers.
Try Remote Support with Zoho Assist today, assist your clients effectively and have them impressed with your rapid service.