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  • 1.  What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-03-2020 08:13
    What do you use, if anything, for ticketing/help desk tracking and/or remote connectivity/support? 


    - How long?
    - Happy?
    - Cost?
    - Any plans to switch within the next 12 months - if so, to what? 


    I've been using GoToAssist however most new customers are preferring their own VPN/RDP connection which leaves me with a handful that allows me to throw on a GoToAssist unattended. For $660/year ( not sure what my renewal is but that's the web advertised price ).

    Some type of ticketing or problem tracking is on my todo list for 2020. I may wind up sticking with Evernote which is how I do it now. I would love to be able to run a report that shows a list of all activity by customers which could support their usage of my support services when renewal time arrives.



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    Wayne Schulz - Schulz Consulting - 860-516-8990
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  • 2.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-03-2020 08:54
    Edited by Steve Iwanowski 01-03-2020 08:54
    Ticketing: Connectwise Manage (~$4500/year)
    Support: Connectwise Control (grandfathered in from ScreenConnect days at ~$500/year)

    ConnectWise Manage is an excellent ticketing system and seamlessly integrates with our backup, monitoring and security software packages.  We tolerate its billing process, have abandoned its reporting, and don't use it correctly for projects.  It's probably not worth the money we spend, but after briefly looking at other PSAs last year, we didn't see much better.  

    ConnectWise Control is simply the greatest piece of software ever created by mankind.  Our IT work takes 10X less time than before and it is an absolute joy to use.  


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    Steve Iwanowski, NextStep Technology Advisors, aka DSD Lancaster PA ¯\_(ツ)_/¯
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  • 3.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-03-2020 11:53
    I just renewed GotoAssist for $660 which seems to be the same price they've been charging me for the past few years.

    My biggest goal is to get something where I could have a type of log of things I worked on at a customer site. I'd like to be able to see that on a certain day I logged in and did this type of work with these notes. 

    I may standardize this on Basecamp and call it a day if I can't find a reasonably price solution soon.

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    Wayne Schulz - Schulz Consulting - 860-516-8990
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  • 4.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-04-2020 17:57
    We use Bomgar which is now called Beyond Trust. Been on it for over 15 years and it has been great. I have total control over it as it is on premise. We had a physical box until this year as our box is end of life and changed it to virtual. Works great. If we wanted to put hosted somewhere we can. Initial cost when we bought the physical box was high but each year after was half the cost of competition. With it being virtual now, that initial cost is lower. 
    Sessions are all recorded and I can review what my techs do and view the chat sessions at anytime with the report tools.

    Ticking We use Sage CRM. We are going to move that to Acumatica in the next year hopefully. It works OK with Sage CRM. We made some changes to fix some issues we have. We use it to create our billing as well for issues that are not covered under support.

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    Todd Martin - President
    MBA Business Software (https://www.mbabsi.com)
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    Original Message


  • 5.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-06-2020 07:25
    We still use GoTo Assist for remote service. Prices stable, we know tool. We use our Business One for service ticket tracking and integrating it with the Project functionality to improve billing efficiency with our upcoming upgrade.

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    Gary Feldman
    President
    I-Business Network, LLC
    Marietta GA
    6786270646 x224
    http://www.i-bn.com/
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  • 6.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-07-2020 10:01
    We also use GoToAssist simply because we know it and have been using it forever - we pay $33 per user per license per month.  We also use GoToMeeting at $39 per user license per month.  For ticketing, we use ConnectWise Manage, but we have 19 licenses for both of our companies.  I agree with everything @Steve Iwanowski wrote.  Ticketing and Agreements are very good.  Billing could be improved.  Reporting is AWFUL.  We are also evaluating Acumatica as well to replace ConnectWise.​

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    Brian Kelly
    President and Head Cheerleader
    Accounting Systems, Inc. (ASI)
    Columbia SC
    803-252-6154 x210
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  • 7.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-13-2020 15:03
      |   view attached
    Getting emails from GoToAssist to upgrade to their new product called rescue (attached PDF).

    To provide you with the best possible experience, we're offering you a free upgrade from GoToAssist Corporate to Rescue.  While GoToAssist Corporate is still supported, it is no longer our current version and is no longer being improved upon.  The current version is Rescue.  I'm sure you'll find it better in every way.  Attached is a chart outlining the differences.

     Is anyone using this new product?  Any feedback?

    TIA



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    Jeff Schwenk
    FORMER 90M Board Member
    Bottomline Software, Inc.
    Waynesboro VA
    540-221-4444
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    Attachment(s)

    pdf
    GTAC to Rescue Checklist Data Sheet.pdf   57 KB 1 version
    Original Message


  • 8.  RE: What do you use for ( 1) Tickets and (2) Remote Support?

    Posted 01-14-2020 09:17

    I have been getting these notices for a while. I am not sure what's really different since both seem to work. I think Rescue does away with a standalone app on the desktop and instead, you start sessions from your browser. It also adds support for MAC ( on the agent side - this always worked on the customer side ). My unattended remotes appear to work within Rescue without any changes.

    I find the documentation behind the PDF to be very poor. I was unable to find any info about customizing branding even though that is included on the datasheet.



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    Wayne Schulz - Schulz Consulting - 860-516-8990
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    Original Message


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