It was a positive experience for us so far. The software allows us to provide a professionally looking remote support service to mostly new and unknown users.
We've just renewed our license for the third year. We're using it to provide remote tech support for our customers and it never let us down so far. Our support staff likes working with it. Certainly not looking back to Teamviewer again.
Two relatively small issues with it, last time we checked: 1. The chat identifies our staff as "Desk" and there is no way to change this. In TeamViewer we could set our identification to whatever we wanted (We had it set to "Firstname Lastname - Company" for clarity and personal touch). 2. It uses the chat like a log, so everything that happens while we're connected gets logged in the chat, and we feel it's difficult to carry on a conversation with someone with log output cluttering the chat.
Likelihood to recommend: 8/10
This is a great product that just works, no messing, we give the customer the session code, connects very quickly and we can support our client's needs quickly and easily. I can set up unattended access so I can remote into my clients after they have gone home to fix issues so they don't have any downtime.
The only thing I have an issue with the software is when I am justing it on my tablet to give remote support, I am unable to pause it on the app or have multiple sessions open. I can do this on the desktop no problem.
Thank you for your review!
Regarding the pausing of sessions on mobile devices - this is currently not possible. However, we have created a feature request ticket (internal ID REQ-1948) for this functionality to be developed and integrated.
I suggest you subscribe to our newsletter, follow our blog and social channels, so you'll be notified on the progress.
Best, ISL Online Team
Likelihood to recommend: 10/10
It just works very well and it has made our support experience painless
The possibility to self-host the server and to customize the product. It is really easy to use even for "difficult customers".
It is not cheap, but it is even not too much expensive
Likelihood to recommend: 9/10
We mostly support people in the USA, Denmark, Arab emirates.
slo support, multiple monitor connect is nice
I can not prepare a remote access in advance. I have to open software, generate session ID and then wait a really long time for the installer to tell the customer to download it. Generating link is nice, but I still need to be there at the beginning. It is really confusing whenever session drops, sometimes it reconnects and writes some data into chat window? why chat window? Whenever you have chat open and remote and also file transfer it is really hard to manage all those windows. Audio chat would also be nice. Connecting to some remote in Arab Emirates can take up to 5 minutes. Having multiple administrators use the same Session ID would be also a nice feature.
"Audio chat would also be nice. "
Audio chat in an active session is possible.
You can check out the following guide which will show you how to use it: https://help.islonline.com/37390/230353
"Connecting to some remote in Arab Emirates can take up to 5 minutes. "
Long connection times can be caused by a number of reasons (network issues, ports unavailable, ...) If you can reproduce this issue, we can help you see the exact reason why the connections take a long time. You are most welcome to visit our live chat so we can connect to one such computer and check the issue.
"Having multiple administrators use the same Session ID would be also a nice feature."
Since the session code (Session ID) contains a lot of important information about the session, each session code is unique. However, you are able to invite other operators into the session by using the 'Invite operator' option: https://help.islonline.com/37390/166673#invite-operator
ISL Online Team
Likelihood to recommend: 0/10
Using the self hosted you get all of the features that competing software charges double yearly vs the cost of purchase.
The webinar function does not work properly. I would very much like to use this but it has not been maintained to deal with new security restrictions at the OS level.
Likelihood to recommend: 8/10
SaaS and on-premises Server License available. Priced per simultaneous session. No other limits.
Pay per Use: $20/month per 60 minutes, billed monthly or $145.00 per 500 minutes valid for a year
Cloud: $47/month billed monthly or $469.00 1 license / year
Self-Hosted: $990.00 1 license / year
Contact ISL Online for detailed pricing information.