Orla Whitmore
IT Support Manager · 11-50
1 review written · 5.0 average
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Reviews by Orla Whitmore
★★★★★
Scaling a remote support tool across a growing agency is messier than anyone tells you. Eight weeks ago I started rolling Zoho Assist out for our team, and we were onboarding new technicians almost every fortnight at the time. What struck me immediately was how little friction there was in adding seats and assigning them to specific client accounts. Permissions, technician groupings, the unattended access deployments for each client environment, it all stayed organized even as the headcount climbed. That kind of structure is genuinely hard to find without paying enterprise prices.
The actual remote sessions have been solid. My technicians are supporting clients across mixed Windows and Mac environments, and I haven't had a single complaint about connection quality or dropped sessions. The file transfer tool gets used constantly, and the session notes feature has helped us keep client-facing records tidy without a separate ticketing layer for simple fixes. Customer support answered a billing question for me within a few hours, which I wasn't expecting given we're not on the highest tier.
My one honest gripe is the mobile app experience. A couple of my technicians tried using it for quick client check-ins on the go, and it felt clunky compared to the desktop. Not a dealbreaker, but worth knowing if your team expects to work that way regularly. Otherwise, for an agency managing remote access across a dozen client accounts and a fast-growing roster of technicians, this has been the easiest scaling experience I've had with any support tool. Two months in and I'm genuinely relieved we made the switch when we did.
