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Remote support for not IM / Yuuguu Users

Uh, i want to use the remote support option to give support to users that are not using an IM client or are using Yuuguu. Possible?
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  • At the moment, in order to host a screen sharing session, you need to have the Yuuguu desktop client installed. For you to see your users' screens, they would need to host the session.

    We are planning to add a "Show me your screen" button so that they wouldn't have to do anything more than click "Accept" to a "Mark wants to see your screen".

    Regards, Phill.
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  • Glad you working on it, but its kind of a must have feature for me to be able to use this in a corporate environment, so I guess I am going to have to continue search. If you remember, update this topic when its available. =P
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  • Actually, even the show me feature will not do what is being asked for. That will still require Yuuguu client to be installed on the end-user desktop computer. The idea behind it is that a skilled support person can then more easily help a non-technical/non-IT computer user without having to talk them through how to start a screen share. It is a convenience, not a replacement for Yuuguu.

    The issue here seems to be that the 'corporate environment' will not allow software to be installed on end-user machines. If I have understood this correctly. Although this constraint is commonplace, it does mean that you would need some way of being able to force a computer to share its screen and have its keyboard and mouse controlled straight out of the manufacturers box. Not to everyone's taste, being the security risk that it is.

    The only thing I am aware (*) of with that kind of capability would be for Windows computers that have 'remote desktop' built in. Unfortunately, such features are typically disabled in a lock-down environment.

    Many of our competitors face this issue as well. The technical issues are simply that *something* on the users computer needs to be able to execute these remote commands. If that something is not part of the computer operating system and pre-installed applications, then it will need installing.

    For example, some of them are web based but require an Active X control to be installed in Internet Explorer on windows to work. Unlikely to happen in a tight lock-down. Others need to run a Java Applet inside the browser - a bit more cross-platform, but just as unlikely to work.

    I have heard of one or two that claim to have no installs whatsoever, although the ones I have tried seem to take that to mean no '.exe' installs, just ActiveX installs or similar - so please do report back if you find out differently

    (*) despite working for Yuuguu, I am not the world's expert on absolutely all forms of remote control and collaboration software, so there may well be stuff out there. Please do let me know if so - it is interesting finding out all the different ways people solve these kinds of problems.

    Very best regards -
    Al yuuguu dev.
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  • I have no problem with a client running an exe, i just dont want it to install anything (if possible) and I definitely dont want the client to have to signup for anything or to even be spammed with requests to signup (maybe once), but i was completed turned of by mikogo's double popup after the support session for "refer to friends" and "signup"
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  • thanks for getting back to me Mark - looks like I didn't understand your situation properly, so apologies for that.

    We do have to be installed on your client's computer, for you to be able to see their screen. As I mentioned, the technicalities of this are that you either install something (in whatever form), or you rely on something already being installed/configured/enabled. You create a middle ground by marketing BS and small print, not technology. Check for the asterisk next to the system requirements ;-)

    On the plus side, we have worked hard to make our install process painless for non-tech users, to have zero-configuration even through many kinds of firewall, and to ensure that Yuuguu does not rely on anything outside itself to work properly. We provide a lot of functionality for free. We also have 'Web Share' in which case you can *view* a screen being shared using only a flash enabled browser. This is 'backwards' for you, though - it is intended for webinars really, not support.

    We share your views about the spamming popups so we don't do that. Although I'm not totally criticising them, either. I hate them, but see why they are used. It is always a deal with commercial companies as to what's in it for them when you use their free stuff. Various companies have different 'what's in it for them' things attached to that. We have a different deal than popups, and ours is more voluntary. If you want to share your screen for free, we want you to sign up to do it.

    It is a case of what's in it for you is free remote sharing and control and all the rest of it, and what's in it for us is a growing user base. Win-win. Hopefully, some of your customers who you have supported using our service free of charge will themselves find other uses for Yuuguu, and recommend it to their colleagues and friends. So after we have paid for your free screen share, you and your customers pay for our free advertising. I thought that a nice way to do business.

    Out of interest, how would you feel about an option where you could buy 'anonymous' support tickets which would - for example - result in your client getting an email download link which simply runs an .exe pre-configured to talk to you, and perhaps automatically sharing the screen/maybe giving control? I'm thinking out loud, so not saying it would ever happen, but what are your thoughts on that? Nearer or further away?

    many thanks for your time and feedback on all this - Al
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  • Ok, here is the thing. I am not looking for a free tool. I have no problem paying, but the key is that I am your client, not my customer. Its not that i dont want my client to ever be one of yours as well (im not looking to remove branding). I just dont want my clients to have to be bothered with signing up with your service if the only thing they wanted was for me to easily be able to remote into their system to fix something for that single instance. Make sense?

    As far as a preconfigured exe, yes, that would be fine, that can be done with a free application from the ultravnc people (http://www.uvnc.com/addons/singleclic.... BUT, i really don see the need for it to be preconfigured (makes it a pain when dealing with multiple locations, techs, etc. Why not just have a lightweight generic exe that i can provide, which the client clicks on and simply asks them to punch in our user id and maybe a checkbox that says they are confirming access to that user to their system.

    I really think my above proposed solution would work best and would allow the end user (the person needing to give control) a better experience.
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  • Note: I could just use the free singleclick app like a mentioned above, but we also do a lot of development work and would prefer to use the additional yuuguu toolset to collaborate, etc. Without having to use a completely different tool set for client remote support as well.
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  • thanks for that clarification Mark. I understand better.

    Yuuguu is very good for long-term collaboration, indeed we use it daily to work at Yuuguu. It does not provide the kind of remote support you are looking for at this time.

    We'll certainly discuss the points you've raised in our steering meetings, though. I would say that one-time remote access to a different computer is something we do imperfectly.

    Once again, thanks for your time and feedback.
    Apologies if we are not quite up to what you need.
    Al
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