Frequently Asked Questions

Frequently Asked Questions

General

  • What is Zoho Assist?

    Zoho Assist is a cloud-based remote support software that helps you to establish a secure connection with a remote computer. You can support remote customers located anywhere through attended remote support sessions without any prior installation and manage remote computers through unattended remote access sessions anytime. You can also access Android devices and support from mobile devices.

  • How does Zoho Assist work?

    If it's an attended remote support session, your customer needs to install a run-time application on his or her computer after accepting the invitation. Your remote customer can revoke remote control or screen sharing whenever they wish during the remote session. Either you or your remote customer can un-install the application once the attended session is over. In case of Unattended Access, the application gets installed as a service and remains in the remote computer until you choose to remove it.

  • Are connections possible between computers running different operating systems?

    Yes, connections are possible between any combination of operating systems at the remote end (Windows to Mac (or) Mac to Windows (or) Linux to Mac / Windows). However, we do not support Linux OS at the remote end.

  • How Zoho Assist is different from conventional Remote Desktop applications?

    Conventional Remote Desktop applications require IP address, computer credentials, and network configurations to initiate a remote support session. But with Zoho Assist, your customers can join a remote support session, provided their computer is connected to the internet. It works across all major firewalls, proxies or NAT.

  • What are the system requirements of Zoho Assist?

    System requirements for the technician's computer and the customer's computer are given here.

  • What type of files can I exchange with my clients? Is there any file size limit?

    All types of files can be exchanged through File Transfer. The maximum file size allowed is 1 GB.

  • Is it possible to access and control mobile devices using Zoho Assist?

    Yes, you can access, manage and troubleshoot Android devices through attended remote support sessions using Zoho Assist. In case of Samsung mobile devices, you can also gain control over the device. Your customers need to download and install Zoho Assist Customer App to join the session.

    Note:The minimum OS requirement for Customer App is Android 5.0 Lollipop.

  • Can I invite another technician to an on-going remote session?

    Yes, you can invite another technician to view and assist you with the ongoing remote session provided that he or she is a part of your organization. Go to Session > Invite in the technician console to invite the other technician.

  • Can a customer terminate the remote session when wants?

    Yes, the customer can terminate the remote session by clicking on the 'stop sharing' button from the Customer Console.

  • How can I get technician specific reports?

    If you're the Admin of your organization account, you can keep track of your technician's sessions using Reports. Once you sign-in to your account, go to Reports > Technician and click Show to view technician specific session details.

  • How can I import contacts from my Google account?

    You can update your contacts from your google account or upload any .csv/.vcf file. Once you add contacts, whenever you start typing your customer's email address for a remote support session, it will get prompted and you can quickly start the session. Go to Settings > Remote Support > Contacts > Google > Import to update your google contacts.

     

  • How to increase the screen sharing speed?

    Once the technician console opens up, go to Settings > Better Speed to increase the screen sharing speed. Besides increasing the screen sharing speed, the technician can also increase the screen sharing quality.

     

  • How can I add technicians to my organization account?

    You can invite any number of technicians to your organization account. The administrator can specify and grant permission to every technician in the organization to run Remote Support and/or Unattended Access sessions. Once you Sign-in to your Zoho Assist account, go to Settings > General > Manage Technicians > Invite Technician to invite technicians to your organization.  

     

  • What are all the domains I should exclude in my firewall to make zoho assist work?

    In case you've setup a firewall that prevents Zoho Assist installations, you have to exclude *.zoho.com and *.zohoassist.com for Zoho Assist to work.

     

  • Why is the gateway not reachable?

     

    1. In windows, if you are using Active X Technician Console, exclude the following directories from the system anti-virus settings at both technician and customer ends.
      32 bit OS - %localappdata%/zohomeeting/, %programfiles%/ZohoMeeting 
      64 bit OS - %localappdata%/zohomeeting/, %programfiles(x86)%/ZohoMeeting
    2. Exclude TCP and Web Socket protocols for the domains *.zoho.com, *.zoho.eu, *.zohoassist.com, and  *.zohoassist.eu from both firewall and proxy settings.
    3. Check whether our gateway is reachable from your network by executing the telnet command in the Command prompt/terminal window. Try the command in the following format using the gateway that appears in the info window.
      telnet<space> gateway_name<space> 443
      For eg: telnet assistus-dal.zoho.com 443
    4. If the gateway is reachable through telnet and still the problem persists, contact our support team for assistance.

     

Remote Support

  • Do I need to install any software prior to establishing a remote session?

    No, there is no need to pre-install any software. Your remote customer will be prompted to run a light-weight application, when they accept your invitation to join a session.

  • Are there time limits or no activity time-out periods during sessions?

    No, there are no time limits or no activity time-out periods for remote support sessions. Your sessions will be active until you or your customer terminate them.

  • How do I invite a customer for a remote support session?

    There are multiple options to invite a customer. You can send an email invitation or the session link through any IM/Chat/Email or you can guide your customers to enter the respective session ID at join.zoho.com or through the customer plugin.

  • Can I mark previous sessions as favorites for future reference?

    You can mark any of your previous sessions as favorites by simply marking them. You can remove a favorite anytime by just unmarking it.

     

  • How many concurrent sessions I can run through Zoho Assist?

    The number of sessions depend upon the pricing plan you have purchased. You can run up to 1 session in Free Plan, 2 concurrent sessions in Remote Support Standard and up to 4 concurrent sessions in Remote Support Professional.

  • Is it possible to send personalized email invites to customers?

    Yes, you can customize the email invite content sent to the customers by using our email template feature. You can include custom fields such as technician name, customer name, organization name and joining link in your email invite. Basic formating tools such as Bold, Italic, Underline, Font size/color are also available.

     

  • Can the customer get connected to a remote support session directly from my webpage?

    Yes, it is possible for the customer to get connected to a remote session directly from your webpage. Go to Settings > Remote Support > Customer Widget > Copy  and simply paste the iframe snippet to embed the customer widget on your webpage. Once the widget is up, your customers can enter the session ID through the widget to join the session anytime.

Unattended Access

  • Is it possible to deploy unattended installer to multiple computers from the technician's end? I mean bulk or mass deployment.

    Yes, it is possible to deploy unattended installer using Command Prompt as well as via Startup Script. Click here to know more about the deployment methods.

  • Can I initiate an unattended session with the consent of the customer? 

    Yes, you can initiate an unattended session with the consent of the customer by enabling Session Confirmation. You can also modify the time-out and confirmation message content for the request dialog. Go to Settings > Unattended Access > Session Confirmation > Show Confirmation at the remote endto enable session confirmation.

  • What is Run As service?

    Run As Service enables you to run Zoho Assist as a service on remote computer thereby providing administrator privileges. Once Run As Service is executed, the technician can Reboot, Send Alt+Ctrl+Delt, Safe Reboot and also install softwares on remote computers. To enable the feature go to Session > Run As Service in the technician console.

  • How many computers can one add in unattended access?

    The number of computers that can be added depends on the pricing plan you have purchased. In Free plan, you can add about 5 unattended computers and in Standard you can add unlimited computers.

  • How many technicians can I add for unattended access?

    You can add unlimited technicians to your organization account to access and manage unattended computers.

     

Security

  • Is Zoho Assist secure?

    Yes, it is absolutely secure. All transmissions take place through Industry Standard Security using SSL/128-bit AES encryption protocols. This is the same standard used in Online Banking and Payment transactions.

  • Will Zoho Assist create any problem since it works through Firewalls and proxies?

    No, Zoho Assist works with the security settings through outbound HTTPS/SSL connections. Hence it will neither alter firewall, proxy nor NAT settings.

  • Why do I get a warning about saving the ZA_Connect.exe file? (Windows Only)

    ZA_Connect.exe installs the Customer Console, which is an activeX plug-in. Most popular web browsers prompt such a warning while you try to install activeX plug-ins. You can advise your customers to ignore the warning and go ahead with the installation as it's installed only for the purpose of joining the session. We assure you that ZA_Connect.exe is not harmful by anyway.

Payment related queries

  • How can I update my credit card details, in case it changes after subscribing to Zoho Assist?

    Once you sign-in to your account, go to Manage Subscription > Recurring details > Payment Method > Credit Card > Change Credit Card to change your credit card details.

  • How can I cancel my subscription?

    Once you sign-in to your account, go to Manage Subscription > Change Plan > FREE > Downgrade. Now your account will be downgraded to free plan and you will be notified by email.

  • Will you send any receipt for the paid subscription?

    Yes, you will receive the billing receipts by email on subscription and subsequent renewals.

  • What payment methods do you accept?   

    We accept payment via Visa, MasterCard, American Express, and PayPal (you must have an account with PayPal to make payments with it). We also accept payment via bank transfer or check transfer for yearly subscriptions.

  • How to setup and manage recurring payments/renewals on Zoho Assist?

    Your monthly and yearly subscriptions will auto-renew until you cancel the service. Every time before your subscription auto-renews, we'll send a mail specifying the amount that will be charged on your credit card. Once the renewal is successful we will send you a receipt along with the next renewal date.

  • How can I upgrade my account to a paid plan?

    Once you login, click on UPGRADE (present below the top menu bar) > Select the plan and click Proceed. Enter your plan and payment details to complete the process.

  • How to move an existing offline billing profile to an online billing profile?

    To move to online payment mode, click on MANAGE SUBSCRIPTION and click on the link Payment method. The primary benefit of online billing is that it supports auto-renewal. Also, you can change plans, upgrade, and purchase add-ons anytime without contacting the sales team thereby avoiding delay.

  • What is your refund policy?

    Click here to know our refund policy.