Testing Out Comodo One RMM and Helpdesk
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@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Comodo1 was decent. But due to the harrasement of their sales team we will not be using them.
Next will be OTRS.
Interesting - I signed up right after you guys posted here about it. I setup an online meeting to get an overview of the product, and they never called me back.
Holy crow they called us within minutes of setting up an account and keep calling and emailing.
Yeah, I'm confused by what they thought that that would accomplish. I totally appreciate the first email, like "this is my contact info if you need anything". But once we started using it, it just never stopped. It's like they really didn't want us to like the product.
Maybe you should request a different Agent / Report the one you have as being pushy?
I've received I grand total of three emails from them. I told my Rep I'd check back in if I had any questions... I haven't had any questions yet, and they still have not emailed me back.
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@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Breffni-Potter said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Comodo1 was decent. But due to the harrasement of their sales team we will not be using them.
Comodo One is a half baked sales lead generator for their other services and products.
Which is weird because they put so much effort into making sure you'd never want to talk to them about the other products.
It's amazing how they just don't understand that.
Or they do and really want to avoid customers.
You seriously think the sales people are trying to sabotage their employer?
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@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Comodo1 was decent. But due to the harrasement of their sales team we will not be using them.
Next will be OTRS.
I have been "Working with, Using" Comodo solutions since 2011. My first contact with them was one of their "people" contacting me. I initially resold their internet security suite. As things changed, (Rules of support), and "what was covered with , and then competing to resell the customer before they did) I stopped selling their suite. The only way I use their product now is providing endpoint protection to my customers. That server is hosted on my systems, and then I charge my customers an annual fee to be "managed" This includes the licensing fee, and a labor component.
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.
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What about http://osticket.com/ @Minion-Queen
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@dafyre said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Comodo1 was decent. But due to the harrasement of their sales team we will not be using them.
Next will be OTRS.
Interesting - I signed up right after you guys posted here about it. I setup an online meeting to get an overview of the product, and they never called me back.
Holy crow they called us within minutes of setting up an account and keep calling and emailing.
Yeah, I'm confused by what they thought that that would accomplish. I totally appreciate the first email, like "this is my contact info if you need anything". But once we started using it, it just never stopped. It's like they really didn't want us to like the product.
Maybe you should request a different Agent / Report the one you have as being pushy?
I've received I grand total of three emails from them. I told my Rep I'd check back in if I had any questions... I haven't had any questions yet, and they still have not emailed me back.
We've gotten more than one assigned to us because they are so pushy that they have different ones calling different ones of us!
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@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
@scottalanmiller said in Testing Out Comodo One RMM and Helpdesk:
@Breffni-Potter said in Testing Out Comodo One RMM and Helpdesk:
@Minion-Queen said in Testing Out Comodo One RMM and Helpdesk:
Comodo1 was decent. But due to the harrasement of their sales team we will not be using them.
Comodo One is a half baked sales lead generator for their other services and products.
Which is weird because they put so much effort into making sure you'd never want to talk to them about the other products.
It's amazing how they just don't understand that.
Or they do and really want to avoid customers.
You seriously think the sales people are trying to sabotage their employer?
If they don't pay on commission, that's actually pretty common. But more likely a sales manager, not the sales people. And more likely that they just don't care, rather than intentional sabotage, but as we looked up before... sabotage through not caring qualifies.
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@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!
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mantaining a server just to provide AV to a customer seems like a lot of effort.
I know @hubtechagain was using a hosted service that you can resell to do the same thing, they do all the heavy lifting, you just use the product and bill your clients.
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@Dashrender said in Testing Out Comodo One RMM and Helpdesk:
mantaining a server just to provide AV to a customer seems like a lot of effort.
I know @hubtechagain was using a hosted service that you can resell to do the same thing, they do all the heavy lifting, you just use the product and bill your clients.
I'll echo @scottalanmiller
Webroot!
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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.
