Ian Wescott
IT Support Specialist · 1-10
1 review written · 5.0 average
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Reviews by Ian Wescott
★★★★★
Switching to Zoho Assist two years ago was one of those decisions I kept second-guessing right up until I actually did it. My previous tool had been fine, but the pricing crept up every renewal cycle and the connection quality had gotten genuinely unreliable on slower client networks. The moment I ran my first unattended session in Assist, the difference was obvious. Connections establish faster, the interface doesn't feel like it was designed in 2009, and the file transfer works without me holding my breath.
What surprised me most coming from a competing product is how much Zoho packed in without charging extra for every little thing. Multi-monitor switching, session recording, the technician console that lets me run concurrent sessions without losing my mind. My four-person support crew handles a pretty wide client base, and none of them complained about the learning curve, which is not something I can say about every tool I've dropped on them. Customer support has been responsive, too. I've only needed them twice, but both times I got a real answer within a few hours.
If I'm being honest about the rough edges, the mobile app for iOS isn't quite as polished as the desktop experience, and occasionally the reporting side feels buried one menu too deep. Neither of those is a dealbreaker. For a small shop like mine, the value is hard to argue with. You get enterprise-level remote access features at a price that doesn't make you wince at invoice time. I'm not going back.
