0
Closed

Re-Use Guest support session Installer for repeated support sessions

Forrest 3 months ago updated by Sean White (Product Manager) 3 months ago 1

When you have a customer that you provide multiple support sessions to, ConnectWise Control will download a new installer for every new session to the guest computer.

Proposed feature: use/install a utility on the computer that will re-use the ConnectWise Control client for future support (not access) sessions with only the first support session that gets started.

Every time we do remote support it's a challenge for a lot of our clients to get the app opened. For tech-savvy people it's super easy, but for the less inclined, clicking the downloaded file seems to allude them. We support the same clients very regularly, so we might connect to the same person several times in a week. If they're not tech-savvy, remoting in is a hassle every time. We don't want access agents installed because it causes our access pages to be cluttered and, more importantly, is a security risk for our clients that we definitely wouldn't want to impose. We don't want perpetual access to our client's machines. Trust issues, etc. We end every support session after we are done.

Another side effect of this, though I don't care about this as much, is that the client now has a bunch of our downloaded clients sitting in their downloads folder. That also frustrates them. They don't understand why we have to clutter their computer.

We use Zoom for training sometimes and use remote support on zoom often as well, and we're considering just using zoom for remote support from now on (even though it's not nearly as robust as connectwise) because it's so much easier for customers to connect; they just click the link, download the first time (only the first time and only once ever) and voila, we're in the zoom meeting and can request control. No extra downloads for multiple support sessions,

What seems confusing to me is that ConnectWise actually does a similar thing that zoom does, but for us as support agents/hosts, not for the guests. You definitely have the capability to do it. Seems like there should be a setting somewhere I could turn on to enable re-use of the previous install.

Before it's mentioned, I also understand that App.config changes wouldn't be updated if we were to use the same sessions repeatedly, but that really isn't that big a deal. We could setup auto-update for these sessions, so when the guest connects next time they'll just auto-update to the latest app config. Or we could just train our support staff to update any sessions that are older versions. Besides, we update app configs twice a year; we download remote support sessions 100s of times a week.

Available in Version:

Answer

Answer
Closed

Hi Forrest, 

We actually have an extension that can be used as you describe:

https://docs.connectwise.com/ConnectWise_Control_Documentation/Supported_extensions/Productivity/SOS_Deployer

The user will have to enter their name and email address, but we are registering a change request to make the email field optional.

Answer
Closed

Hi Forrest, 

We actually have an extension that can be used as you describe:

https://docs.connectwise.com/ConnectWise_Control_Documentation/Supported_extensions/Productivity/SOS_Deployer

The user will have to enter their name and email address, but we are registering a change request to make the email field optional.