SimpleHelp support.

[Your PCMD]

Well, I have be trialing SimpleHelp for a couple weeks now and I like it. I have a few questions and concerns about it and tried to contact them in regards about it but so far, nothing.

I have emailed them, I have used the ticketing system and all I get is crickets. I even posted on their forum and got a response form a Tony that was kind of odd. View that here.

Before I shell out $300, I expect to get some answers about issues prior to purchase, but until then, I will remain using AnyDesk.

 

[lcoughey]

I use SimpleHelp and haven't had any issues with support when I email them directly. I like that I have it self hosted, but there are times when I'm working on a remote system and run into some weird permission issues. I can click on the start menu, but unable to control the app I'm supporting. I suspect part of the issue is that the user is not running the remote app as admin, but it can be annoying and is an issue that I haven't seen with Team Viewer.

 

[HCHTech]

I have emailed them, I have used the ticketing system and all I get is crickets. I even posted on their forum and got a response form a Tony that was kind of odd.

Since you have Atony's attention on the forum, I would post back listing your ticket number from their system and ask him to look into it.

If that doesn't help, then you have your answer. I wouldn't build any part of my business around a product for which I could obtain no support. I suspect you feel the same.

 

[Your PCMD]

Since you have Atony's attention on the forum

Yup, I submitted ANOTHER ticket through their system, I hope they get that one.

 

[HCHTech]

Yup, I submitted ANOTHER ticket through their system, I

When you submit a ticket, you get a ticket number, right? I would absolutely post back to that forum with that original ticket number and ask whatshisname to dig it up and respond. As long as you followed their procedures, there is nothing wrong with holding their feet to the fire a little bit.

 

[Your PCMD]

When you submit a ticket, you get a ticket number, right?

No, I got no number after I submitted it. I did an email saying I submitted it, but no number in the email.

 

[SimonB]

What are you actual concerns? The support? We use simple help and have done for a number of years. Although I agree their response can sometimes be a couple of days.

 

[Your PCMD]

Got my ticket answered finally. Will be purchasing it as soon as I get back from Austin on Monday. Now to get my R210 finished.

 

[ITtechguy]

I even posted on their forum

They have a forum? I went looking for one just the other day and couldn't find one. What's its URL? (Edit: nvm, found it via your link)

I bought it in 2015 as a backup method for Screenconnect so I'm still running 5.0.6. I never dug into its settings much until a few months ago when I -really- looked into the Alerts and Toolboxes. Now I use it just as much as SC since I can connect in Diagnostics mode and not bother my clients to use the command prompt and so on.

 

[Diggs]

I could start a new thread but since this is titled "SimpleHelp support" I'll ask the SimpleHelp users here -

Is there a way to pre-configure the calling card? I asked about a year ago on the SimpleHelp forums but no answer. I haven't kept up with every release so I'm not sure that this may have been implemented. Anybody aware of this?

(For those not familiar with SimpleHelp it offers the option of dropping a desktop icon on to the clients machine for future connections. It is pre-configured with my server location and customer name so all they have to do is double click and they show up on my control panel ready for remote access. The only problem is that the icon verbiage needs to be filled in every time I want to place it on someone's desktop and although it doesn't take long, you are busy with other things and the customer is watching. I don't need to be typing out "Remote Support from Fantastical Computers Inc." Every time I want to drop it on their desktop. I make too many typos......)

 

[NJW]

I don't need to be typing out "Remote Support from Fantastical Computers Inc." Every time I want to drop it on their desktop. I make too many typos......)

If only there was some way of easily entering some text, like a sort of clipboard manager with snippets ...

There are, unfortunately, some persistent rough edges in Simple Help.

 

[tmboss]

I could start a new thread but since this is titled "SimpleHelp support" I'll ask the SimpleHelp users here -

Is there a way to pre-configure the calling card? I asked about a year ago on the SimpleHelp forums but no answer. I haven't kept up with every release so I'm not sure that this may have been implemented. Anybody aware of this?

(For those not familiar with SimpleHelp it offers the option of dropping a desktop icon on to the clients machine for future connections. It is pre-configured with my server location and customer name so all they have to do is double click and they show up on my control panel ready for remote access. The only problem is that the icon verbiage needs to be filled in every time I want to place it on someone's desktop and although it doesn't take long, you are busy with other things and the customer is watching. I don't need to be typing out "Remote Support from Fantastical Computers Inc." Every time I want to drop it on their desktop. I make too many typos......)

I am working with them right now as the calling card feature does not work. Version 5.2.14 The calling card feature works great when it shows up on desktop or Start Menu. Takes them right to the queue after responding to one "yes". On a PC with OneDrive the Desktop folder moves to OneDrive location so it has no folder to land in. The Start Menu feature should work once they use a shortcut vs exe where they drop it in. Hoping they get back to soon. It was the feature that sold me on it as some of my clients spend 20 minutes for me to get them on board the remote bus.

The Customized Invite provides a link to them via email that will put them in queue quickly as well. Just have to tell them to go back to email.

They are not great communicators and disappear. Need to prompt them. Not used to that level of support. Appears I'm doing there testing for them so I get the product I want. I spent almost $400 CDN and hope it stabilizes as a product and support.

 

[Diggs]

It was the feature that sold me on it as some of my clients spend 20 minutes for me to get them on board the remote bus.

It's a great feature that just needs a tweak or two. Talking some seniors through to my web page, downloading the app, running it from their browser (which they have no idea which one they are using so you can't tell them where to open their download....), saying Yes, entering name, etc. can take forever! (Some times it's easier to make an onsite call.) SimpleHelp also has the feature to email the connection information but this is just a link to the web page and the download and run saga plays out again with the client. I wish you could email the calling card so all they had to do was double click and they are connected but .exe files don't fare well through email.

 

[tmboss]

If you send them a Customized Invite you complete the details for them and they can skip that part. Link > Download Page > Download > “yes” > In Queue

 

[tmboss]

Then a Calling Card or Start Menu item will take them straight to queue, once it works.

 

[tmboss]

You could use MS Quick Assist to assist them getting them on your support. I’ve done that before. Then why did I buy Simple Help