Can you disclose whether you’re associated with Proxynetworks? Or are you an MSP?
-jp

Sorry to have lost you as a customer.

For everyone else, we recently launched NTRsupport Pro which is perfect for smaller IT shops. It has a slick new UI, all the same great remote control features, top of the line security and priced to move at $588 per year. This is ideal for someone looking for 1-3 seats. We are getting a lot of great feedback from users. Take it for a test drive at http://www.ntrsupportpro.com

NTRsupport Ultimate is perfect if you want to integrate, customize and really extend the capabilities of your remote support. Supporting the medical vertical for example? You will really want the permission based system, application selection and session recording and audit trail. A lot of other great features to enhance your service capabilities. Send me a note and we will get you a good package. http://www.ntrglobal.com/ntrsupport/en-US/buy-remote-support-software.asp

Andrew, Martyn: Thanks for adding your additional perspectives.
-jp

We thought we had things pretty well covered offering 6 different methods of connection; chat, email signature button, link via email, session code, Installable Remote Control (IRC), Direct Support from Application (DSA)

• On the email front, while we can’t solve the spam issue, we usually instruct people to use this option when setting up a scheduled support session. You can create the session code and send via email or calendar update.

• Our solution is designed to support multiple operators with their own unique chat buttons. Here is an example of a customer doing just this. Click here to see how Dakota Central Telecommunications utilizes this feature; http://www.daktel.com and you will see their online internet support button, click it and you can then see all the individual operators, whether they are online or not. These chats then go directly to that particular operator. You can also have these operators share licenses with their own unique IDs and logins (great for tracking and reducing license expense if everyone is not logged on at the same time).

• On the URL destination for the session code. We hear you and with NTRsupport Pro we have simplified this with http://www.readyforsupport.com. We are working to improve the usability on NTRsupport Ultimate. With our customization capabilities, many customers choose to integrate the connections via support button into their own sites vs sending people to NTRglobal.

• On the ConnectWise integration; yes, you do follow certain steps right now in phase one; this will get better and with more capabilities in the future.

Thanks for feedback

Andrew Harsch
VP Marketing
NTRglobal

Readers: Tough crowd this week on MSPmentor… But we do appreciate the reader comments. Next week, we’ll move onto some topics that generate a bit less debate … like Health Care Reform.

Kidding aside, I caution readers to do their homework, as experiences will certainly vary from person to person. And I also caution against blanket statements where readers suggest one solution is all good and another solution is all bad.

There’s a reason why many of the MSP software provides we cover are growing: MSPs generally like their technology — though individual preferences (like Nissan vs. Honda or Ford vs. GM) will certainly vary.

Long live competition.

At which point you stil dont have a chat window open with them.

Just a thought.

Also the connectwise integration is pretty much usless as you MUST do it in a certain order or it doesnt connect the session to the ticket.