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Many of you would have wanted to remotely assist your friends or parents over installing a software or setting right a configuration in their computer. And support personnel have the requirement of troubleshooting a problem in their customer’s premises. While this was possible by tweaking Zoho Meeting’s options (specifically, by setting the Presenter as the Customer/friend while creating a meeting), this wasn’t very intuitive, and rightly so 🙂 Hence, we came up with a ‘Remote Assistance’ feature in Zoho Meeting specifically for this purpose – providing remote support to your friends and customers.

To use this, go to http://meeting.zoho.com and click on the Remote Assistance tab. You will see 2 options – Start and Join. Enter the email address of the person whose desktop you want to see (person whom you want to provide Remote support/assistance to), and click Start. You should see a screen like this :

startremote.JPG

And you should see a viewer opening in your PC, which will wait for the Presenter (person on the other side) to join the session. An email will be sent to the person to join the session. Otherwise, you can ask them to go to http://zohom.com (short form for Zoho Meeting 🙂 ) over phone or IM and enter the 9 digit Session Id (that you’ll see on the web page) to join your session.

remotestarted1.JPG

Once the person joins the session, you should be able to see his/her desktop. Now, if you want to ‘take control’ of the PC and debug/trouble shoot issues, you can press the Request Control button in your toolbar, and you will gain control of the PC automatically! This should hopefully help you provide Remote Assistance in a few clicks!

remotecontrol.JPG

Do give Remote Assistance a spin and let us know your thoughts and comments. In case of issues/queries our id is support (at) zohomeeting (dot) com or srk (at) zoho (dot) com.

  1. Ashit

    Is there any method to record a meeting session ? any other tool or something(if you don’t have this feature in Zoho meeting).

  2. Ashit

    Is there any method to record a meeting session ? any other tool or something(if you don’t have this feature in Zoho meeting).

  3. srk

    Many thanks for the kind words. Nice to know it saves you time and money, which is the purpose of Remote Support !
    Do let us know if you require anything else..

  4. srk

    Many thanks for the kind words. Nice to know it saves you time and money, which is the purpose of Remote Support !
    Do let us know if you require anything else..

  5. Computer Repair

    I love this program, thanks for sharing. This program is so helpful with meetings and saves money in the long run on travel and all types of other expenses.

  6. Computer Repair

    I love this program, thanks for sharing. This program is so helpful with meetings and saves money in the long run on travel and all types of other expenses.

  7. srk

    Hi Cyates,Many thanks for your thoughts and the valuable suggestion.Currently, you can ’embed’ Remote Support onto your website, which allows your customers to type in the session id and get support (sample below):
    http://meeting.zoho.com/login/…Yes, we are doing something like what you suggested : A presence enabled Remote Support embed/button/link, which you could add in your web page. If the technician is not available, people can leave a message. It will be added in the coming few updates.Please stay tuned and keep your suggestions coming.Best Regards
    SRK
    http://assist.zoho.com

  8. srk

    Hi Cyates,Many thanks for your thoughts and the valuable suggestion.Currently, you can ’embed’ Remote Support onto your website, which allows your customers to type in the session id and get support (sample below):
    http://meeting.zoho.com/login/…Yes, we are doing something like what you suggested : A presence enabled Remote Support embed/button/link, which you could add in your web page. If the technician is not available, people can leave a message. It will be added in the coming few updates.Please stay tuned and keep your suggestions coming.Best Regards
    SRK
    http://assist.zoho.com

  9. cyates

    Hello,I would like the same or similar feature as Juan. I run a asp.net web application that I provide support for. If a user experiences a problem I would like to provide a “Get Help” link right in the web application which will start a remote support session.What would be ideal is if it would popup a box on my screen when a user clicks “Get Help” to accept the remote support and begin the session right away. If I’m not on my PC at the time then possibly have it send a text message to my phone so I can go directly to my computer and begin the session. And if I am unable to be at my computer have a way to tell the user on the website that I am not available to answer and to leave a message.That would be great.

  10. cyates

    Hello,I would like the same or similar feature as Juan. I run a asp.net web application that I provide support for. If a user experiences a problem I would like to provide a “Get Help” link right in the web application which will start a remote support session.What would be ideal is if it would popup a box on my screen when a user clicks “Get Help” to accept the remote support and begin the session right away. If I’m not on my PC at the time then possibly have it send a text message to my phone so I can go directly to my computer and begin the session. And if I am unable to be at my computer have a way to tell the user on the website that I am not available to answer and to leave a message.That would be great.

  11. srk

    Thanks for asking this.Yes, it is possible. We have multiple ways of embedding remote support. We are also coming up with key based embed (exactly the same way that you desired).I will contact you and give you an early access version in a few days.Please keep posting your valuable feed back about our product. Helps us a lot to improve !

  12. srk

    Thanks for asking this.Yes, it is possible. We have multiple ways of embedding remote support. We are also coming up with key based embed (exactly the same way that you desired).I will contact you and give you an early access version in a few days.Please keep posting your valuable feed back about our product. Helps us a lot to improve !

  13. Juan

    Is there a way to have a permanent link on my website for remote Support?
    As an example, if you take a look at http://www.palmtech.net, they have a box there, where the support Rep can Open Logmein Rescue and generate an Instance Code. He gives that Code to the client who enters it on PalmTech’s website and they connect right away.

  14. Juan

    Is there a way to have a permanent link on my website for remote Support?
    As an example, if you take a look at http://www.palmtech.net, they have a box there, where the support Rep can Open Logmein Rescue and generate an Instance Code. He gives that Code to the client who enters it on PalmTech’s website and they connect right away.

  15. SRK

    Hi Mary,Currently, we do not have recording and playback facility. We will do it in the coming months..

  16. SRK

    Hi Mary,Currently, we do not have recording and playback facility. We will do it in the coming months..

  17. Mary

    Do you have the ability to record meetings for archive and replay purposes

  18. Mary

    Do you have the ability to record meetings for archive and replay purposes

  19. itsluy

    Does the job. Is there a way to increase the refresh rate? Seems a bit slow in comparison to other products I’ve tried..
    Also, is there a way to assign unattended computers that I could connect to again in the future (as opposed to only having the option to reconnect the last session)?

  20. itsluy

    Does the job. Is there a way to increase the refresh rate? Seems a bit slow in comparison to other products I’ve tried..
    Also, is there a way to assign unattended computers that I could connect to again in the future (as opposed to only having the option to reconnect the last session)?

  21. SRK

    Hi Laurent,Thanks. That is great to hear !Cheers
    SRK

  22. SRK

    Hi Laurent,Thanks. That is great to hear !Cheers
    SRK

  23. LaurentG

    SRK,That technique works great and without a problem. I used it from Firefox 3 on Linux Ubuntu 8 x86_64 Intrepid.

  24. LaurentG

    SRK,That technique works great and without a problem. I used it from Firefox 3 on Linux Ubuntu 8 x86_64 Intrepid.

  25. SRK

    Hi Daver,Glad to hear that :)Cheers
    SRK

  26. SRK

    Hi Daver,Glad to hear that :)Cheers
    SRK

  27. daver

    Does the job great stuff – thanks for the app. Now I can give up trying to explain to my mother what a browser is over the phone……

  28. daver

    Does the job great stuff – thanks for the app. Now I can give up trying to explain to my mother what a browser is over the phone……

  29. SRK

    Hi Agel,All Meeting traffic from the Presenter PC and your computer as well, is via a Secure Socket Layer (SSL encrypted traffic), which no one can sniff.
    And we leave no traces in registry, system files etc. after the session is done with.We don’t require/use any additional ports apart from the standard ports 80, 443.
    Hope that addresses your concerns..Please do try out Zoho Meeting and let us know what you think..Have a nice day,
    Cheers
    SRK

  30. SRK

    Hi Agel,All Meeting traffic from the Presenter PC and your computer as well, is via a Secure Socket Layer (SSL encrypted traffic), which no one can sniff.
    And we leave no traces in registry, system files etc. after the session is done with.We don’t require/use any additional ports apart from the standard ports 80, 443.
    Hope that addresses your concerns..Please do try out Zoho Meeting and let us know what you think..Have a nice day,
    Cheers
    SRK

  31. Agel

    Hi,
    Thats amazing… Now I can provide my client online support. and can solve their technical problem from my office only… but is it safe?

  32. Agel

    Hi,
    Thats amazing… Now I can provide my client online support. and can solve their technical problem from my office only… but is it safe?