Testing Out Comodo One RMM and Helpdesk
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@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
What about http://osticket.com/ @Minion-Queen
Interesting you mention OSTicket because Comodo One is using OSTicket as their ticket system. Compare the two and you'll immediately see it's the same ticket system.
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@NashBrydges said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
What about http://osticket.com/ @Minion-Queen
Interesting you mention OSTicket because Comodo One is using OSTicket as their ticket system. Compare the two and you'll immediately see it's the same ticket system.
Yeah I said that before as well
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Yup but no sales people (I hope) to bug me
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@NashBrydges said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
What about http://osticket.com/ @Minion-Queen
Interesting you mention OSTicket because Comodo One is using OSTicket as their ticket system. Compare the two and you'll immediately see it's the same ticket system.
One of the reasons we are interested in it. The ticket functionality was good, it's Comodo that is the issue.
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@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Yup but no sales people (I hope) to bug me
ANd it is a one click deployment on A Small Orange. It's fully hosted by our existing host for no additional cost. So "free to us" even for the hosted version without the Comodo problems. And more up to date and more customizable.
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@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@prcssupport said in Testing Out Comodo One RMM and Helpdesk:
I really like their Endpoint product. Unfortunately they have it set for EOL. So the only way forward is with the new platform, or a new provider.
Webroot!
I have had a few systems that come from time to time with Webroot. I never have had much time with it.
If I recall it is a very good solution to install on a "Clean System" Due to its ability to roll back. And it is not meant for "Cleaning purposes"
I had seen on some of the systems that came through that some undesirable programs would be installed on some of the protected systems. I always wondered why things I knew to be junk were allowed.
I like to handle the customers system so when they have an issue or a question they can talk to me directly. Then I can help them resolve the issues. I found that it is very hard for customers to voice their issues to the support teams, therefore good support was hard for them to attain. Leading them to a less secure, or less tolerable system.
I want a system that I can manage from anywhere, on any customer. Simply and effectively
Chad
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So where do these other services fit into the discussion?
Hard to keep track of what is RMM, versus ticketing, versus asset tracking, versus remote control and monitoring, reporting, etc etc.Any general comments across these others?
https://www.continuum.net/products/rmm-software/remote-monitoring-and-management
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Pretty much everything you mention has horrible helpdesk/ticketing and costs money for a company like NTG's. While RMM would be nice it's not our main goal. We are an IT Company but have LOTS of customers (so not just an internal helpdesk for one single company). So we operate very differently than most.
There are so many OpenSources/Free Options that I prefer to "support" those companies whenever possible, and not just because of the $$ issue.
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@guyinpv said in Testing Out Comodo One RMM and Helpdesk:
So where do these other services fit into the discussion?
Hard to keep track of what is RMM, versus ticketing, versus asset tracking, versus remote control and monitoring, reporting, etc etc.Any general comments across these others?
https://www.continuum.net/products/rmm-software/remote-monitoring-and-management
I'm not an expert on any of these but....
LANDesk: Like RMM but focused for internal, enterprise use. Quite good.
Continuum: Focused on being an offshore staffing firm, offers some RMM for MSPs
N-ABle: RMM focused on MSPs
Manage Engine: Huge portfolio, mostly enterprise management tools like LANDesk, owns Zoho, has multiple suites of tools, no RMM
GFI: Has RMM, it was okay-ish, for MSPs -
So then what are the core features you need?
Ticketing system but not focused on "internal" org? So like "public" tickets?? Or just ticketing "internally" to NTG but for all your outside clients and NOT public?
Does something like Freshdesk do this? Their tickets are more public though.RMM specifically? So specifically you require remote control and monitoring? But you use Screenconnect already, are you wanting to replace it?
For remote monitoring could you use any sort of small daemon tool? Something like Glances: https://nicolargo.github.io/glances/
It just needs Python and is cross platform.Do you need full asset management across all customers along with the monitoring? So ticketing plus remote control plus remote monitoring plus asset management? What about the email and CRM parts of it? Probably need a connection there too.
Can a person find ANY program which has all this in one package? Certainly complicated.
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What we use currently for tickets is SpiceWorks hosted. No this is not a good option for us. We can't run real reports and it crashes and is buggy.
We need a helpdesk that has no public tickets and that we could connect ScreenConnect directly to would be awesome (that wasn't a bad system which is all there seems to be now).
I think we will stick with something open source for now and just build our own that is the only way we get what we need and want. There is NOTHING that is actually great out there.
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@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
There is NOTHING that is actually great out there.
Dang. You'd think this is exactly what RMM/MSP software is supposed to be doing!
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@guyinpv said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
There is NOTHING that is actually great out there.
Dang. You'd think this is exactly what RMM/MSP software is supposed to be doing!
Right? You would think that our use case would be exactly what they target. But they don't seem too.
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So what happened with this, I know things were busy but the world doesn't stop spinning because of MangoCon!
Paging @Minion-Queen and @scottalanmiller
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@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
So what happened with this, I know things were busy but the world doesn't stop spinning because of MangoCon!
Paging @Minion-Queen and @scottalanmiller
It's driving to Texas and buying a new car that is stopping me from getting things done
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@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
So what happened with this, I know things were busy but the world doesn't stop spinning because of MangoCon!
Paging @Minion-Queen and @scottalanmiller
It's driving to Texas and buying a new car that is stopping me from getting things done
Get a bigger cell phone, work from that
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Yes it does! The in charge people were way to busy (and still too busy). So everything was put on hold.
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@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
So what happened with this, I know things were busy but the world doesn't stop spinning because of MangoCon!
Paging @Minion-Queen and @scottalanmiller
It's driving to Texas and buying a new car that is stopping me from getting things done
Get a bigger cell phone, work from that
While driving. What could possibly go wrong?
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@coliver said in Testing Out Comodo One RMM and Helpdesk:
@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@DustinB3403 said in Testing Out Comodo One RMM and Helpdesk:
So what happened with this, I know things were busy but the world doesn't stop spinning because of MangoCon!
Paging @Minion-Queen and @scottalanmiller
It's driving to Texas and buying a new car that is stopping me from getting things done
Get a bigger cell phone, work from that
While driving. What could possibly go wrong?
Nothing, people play Pokemon Go and drive all of the time.
