What's everyone using to provide remote IT support to Mac users?

[LRSFC_DanJ]

I asked this in the Windows 10 forum but my manager pointed out we also need to be able to support Mac users.

 

We wanted to sign up with TeamViewer as we've used it in the past but we've tried to contact them about the nonprofit discount and had no response, so we're looking at alternatives.

 

Basically we want something that will allow us to provide remote IT support both to organisation owned and personal computers.

 

Does anyone have any recommendations? It needs to be something that doesn't require admin rights or prior deployment/installation to run (TeamViewer has its QuickSupport that people can just download and use straight away, so something that can work like that would be good). Also needs to not require any firewall faffing around.

Edited March 19, 2020 by LRSFC_DanJ

[ITGuyNW]

Chrome Remote Desktop?

[E_G_R2]

Net Support were offering extended trial but it looked a bit of a Faff

[LRSFC_DanJ]

Net Support were offering extended trial but it looked a bit of a Faff

 

I saw that but I think that has to be installed on the computer already before it goes out of the organisation? This is why we need something that can work like TeamViewer, people have already got our laptops out in the field and we need to be able to support them.

[network41]

Quick Assist

 

Sorry didn't realise it was for Mac , apologies

Edited March 19, 2020 by network41

[LRSFC_DanJ]

Quick Assist

 

On Macs? Is there a Mac version of Quick Assist?

[PhilWessell]

Zoho assist https://www.zoho.com/assist/ is great. The have a free and paid for version. We've used it in recent evenings to remote in to staff home PCs to help them with remotely accessing things. Usually they haven't done windows updates for months which doesn't help things...

[Brimstone]

I'd plump for Teamviewer, put the installer on a cloud share so the end user can get access to install it.

 

We've recently used this to remote into a Mac Mini and configure some iPads that needed to go into ASM so had to use AC2 It worked a treat.

[LRSFC_DanJ]

I'd plump for Teamviewer, put the installer on a cloud share so the end user can get access to install it.

 

We've recently used this to remote into a Mac Mini and configure some iPads that needed to go into ASM so had to use AC2 It worked a treat.

 

We would but we can't seem to get hold of them to get the nonprofit discount, they're not responding to our contacts. Do you have an email address contact at TeamViewer?

[E_G_R2]

With TeamViewer watch out for the proxy gotcha - on some ISP's the user will need to add the google DNS settings in the adaptor otherwise it wont work.

 

How long can you get away with the personal version before they twig?

[LRSFC_DanJ]

With TeamViewer watch out for the proxy gotcha - on some ISP's the user will need to add the google DNS settings in the adaptor otherwise it wont work.

 

How long can you get away with the personal version before they twig?

 

It boots you off after 5 minutes if you've been detected as commercial use. We're happy to pay but we need the nonprofit discount for it to be feasible, and there just doesn't seem to be any avenue of getting in touch with them about this at the moment.

[newpersn]

TeamViewer.

 

I cant get Quick Assist to "Give Assistance"

[LRSFC_DanJ]

TeamViewer.

 

We would love to go with TeamViewer but sadly they don't seem to be responding to our inquiries, hence this post looking for alternatives.

[mrbios]

EDIT: ignore Edited March 19, 2020 by mrbios

[john]

Do you use Microsoft Teams? If so screenshare in that? if you do a Teams meeting and use Edge or chrome you don't even need the app to screenshare

[Sibrows]

For remote support my team are using Splashtop for remote access we're using Google Remote Desktop.

[LRSFC_DanJ]

For remote support my team are using Splashtop for remote access we're using Google Remote Desktop.

 

Looks like Splashtop's subscriptions are billed according to the number of endpoints, rather than the number of technician users. We don't know how many endpoints we'll need to service, so this wouldn't be a good fit for us.

[Sibrows]

Looks like Splashtop's subscriptions are billed according to the number of endpoints, rather than the number of technician users. We don't know how many endpoints we'll need to service, so this wouldn't be a good fit for us.

 

We're using the Splashtop SOS product, sorry I should have been more specific. The SOS +10 product gives us a concurrent connection and 10 unattended machines. We're a team of 5 supporting multiple schools and 2 concurrent has been fine for us thus far in the past week we've increased our capacity to 3 subscriptions.

[amix5]

Late the party on this one but recently had the same dilemma. Been providing remote IT Support to my clients for years however and in the start we used TeamViewer as it was pretty well priced as well as good user experience.

 

That was until a few years back when they kept having their global outage as well as creeping their prices up.

 

We migrated all our mac/windows clients over to ConnectWise and since then had no issues and much prefer the service. Also we found their IT support desk are pretty good also when you need help with their platform.

 

i think they do a free trial so you could play about with it and see if it fits your business needs.

[dobbyit]

I use Vnc to control the Mac book and Mac mini

[willtech]

https://www.msp360.com/remote-desktop/mac.aspx