On-demand remote support and unattended remote access: Two ways to enhance your IT support with Zoho Assist
Zoho Assist offers two powerful modules that enhance IT support: on-demand remote support and unattended remote access. Understanding the unique features and benefits of each can help you choose the right module to meet your specific requirements. Let's explore the key differences and common use cases for both.
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On-demand remote support
This module allows your team to connect to remote devices as needed. Whenever end users request assistance, support agents can connect with them instantly to resolve technical issues efficiently.
Troubleshooting issues with end users:
Assist users with software configurations, troubleshoot software errors, resolve connectivity issues, and provide guidance on using applications.
Training and demos:
Conduct remote training sessions, product demonstrations, and software walkthroughs for users in different locations.
Customer support:
Provide timely assistance to customers by remotely diagnosing and resolving technical problems they encounter with your products or services.
Remote collaboration:
Collaborate with colleagues or clients by sharing screens, transferring files, and communicating to solve problems or work on projects together.
Unattended access
Access and control remote devices anytime, even when there are no users present at the other end. Unattended access allows you to perform a variety of tasks to manage and troubleshoot devices without requiring manual intervention from the user.
IT maintenance and updates:
IT administrators can remotely access and update software, perform maintenance tasks, and install patches on servers, workstations, and other devices without interrupting users.
Remote monitoring:
Keep an eye on critical systems and servers 24/7 to ensure they are running smoothly and address issues promptly.
Scheduled tasks:
Automate routine tasks such as backups, disk cleanups, and system scans on remote devices at scheduled intervals.
Digital signage and kiosks:
Control digital signage displays and kiosks remotely, update content, and troubleshoot display issues without onsite visits.
Security at the heart of everything
Zoho is committed to the security and privacy of our customers' data. This commitment is backed by a combination of comprehensive, enterprise-grade security features, as well as rigorous, recurring audits of our applications, infrastructure, and internal policies. This ensures your data is secure and your services are uninterrupted.
Comparison: Unattended access and on-demand remote support
Features
On-demand remote support
Unattended access
Accessibility
Requires the user to initiate a remote connection
Device is always accessible, even when the user is not present
Use cases
Ad hoc troubleshooting Customer support Technical assistance and training
Scheduled maintenance Remote monitoring Automated tasks
Initiator
Users request assistance and connect directly with support agents
IT administrators and technicians initiate sessions
Automation
Each session is initiated manually, providing greater user control over access to their device
Supports automation of tasks and maintenance, reducing manual intervention
Privacy and Security
User-initiated connection with consent to prioritize user privacy
Requires prior setup and permission for access; ensures security and compliance
Choosing between on-demand remote support and unattended remote access depends on your specific needs and preferences. If your focus is on providing ad-hoc support, troubleshooting, and collaborative assistance to end-users, you'll certainly benefit from Assist's on-demand remote support capabilities. If continuous access for monitoring and automation is your priority, unattended access may be the optimal solution.
Zoho Assist excels in both areas, offering strong capabilities in both types of remote support, empowering organizations to enhance productivity, efficiency, and user satisfaction.