Remote Managemtn Tool

[tomtom1]

Hi, what tools are you using to support your end user if they call Helpdesk for issues. For example - a user is using VMware Horizon View, calls helpdesk that his ThinApp is not working. A helpdesk support staff can quickly shadows the user session and logs a ticket Or troubleshoot the problem. This solution should be secured, supporting multiple Devices(Laptop,Desktop, ThinClient, iPAD and can support users bother internally and externally.

Thanks

Tom.

[nzorn]

We use RealVNC to remote into our user's physical and virtual desktops.  It works great, and authenticates via AD.  We also use LogMeIn to assist with external users when they have issues connecting to the VPN, and/or View Client.

[mittim12]

Not to derail the post but a quick question for Nzorn.    If you have could buy a new product would you go with RealVNC again?    We are currently testing and it looks good but feedback from someone who has used it in production is always great to have. 

[nzorn]

I would definitely go with RealVNC again.  As mentioned above it's AD integrated so it informs the user who is remoting into their desktop.  We also setup a read-only group which allows some users the ability to remote into desktops with the ability to see the desktop, but not control it.