We reveal the secrets of cost per ticket. How to calculate it and the best strategies to reduce it.

Most IT departments don’t know how much they spend on support. There are several metrics that come to mind when we talk about IT service management: call duration, resolution time, customer satisfaction, etc. However, there is one metric that stands above all others in importance, and that is the cost per ticket (CPT).

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Using remote support to optimize a shift-left customer service strategy

The customer service industry is changing. Learn how companies are adopting the shift-left strategy to optimize customer service and the key role remote support software plays.

The adoption of the shift-left strategy began when the testing process was moved to earlier stages of software development. Today, it has evolved to encompass a variety of applications, not the least of which is customer service. Shifting simple, repetitive tasks to lower-level staff brings numerous benefits. For customer service, this means faster resolution of queries, higher customer satisfaction and massive time and cost savings for the company. The process becomes even more effective when remote support is included. 

Applying the shift-left strategy results in more streamlined and efficient customer service, as well as significant time and cost savings.
Source: HDI report

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How to choose the best remote support software for your business?

When thinking about your everyday business tools, you need to do your research and not settle for anything but the best. If you search the Internet for remote desktop software, you will find numerous solutions. But which one is the best for you? Here are some simple rules that you (as a business owner) need to follow.

Remote desktop software allows you to control remote computers and mobile devices anywhere in the world from your office.

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Visit ISL Online at SITS 2022

After a standstill of over two years, we are thrilled to announce that ISL Online will be exhibiting live at SITS 2022, Europe’s leading event for ITSM, service desk and IT support professionals. We can’t wait to meet you in person at our stand #185 to talk about the latest remote desktop trends, what we’ve learned during the pandemic and how it helped us improve the robustness and security of remote support services. The entrance to the show is free if you pre-register online.

When: May 11 and 12, 2022.
Where: ExCeL London, stand #185

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A guide to remote desktop services in a Managed Private Cloud (MPC)

In recent years, we have seen an uplift in demand for managed private cloud services, particularly in large enterprises and corporations. These companies are typically not keen to share cloud resources with other organizations. In this case, your resources and time are best invested into ISL Online’s Managed Private Cloud (MPC) platform, designed as a single-tenant remote desktop solution – perfect for large enterprises.

MPC is a perfect combination of independence and control of a dedicated environment, and enhanced security, power, redundancy, and ease of use of a public cloud.

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Gartner Digital Markets recognises ISL Light as a top remote support software

Capterra, a Gartner company, and an established software review and recommendation engine, has featured ISL Light in the flagship reports of Gartner Digital Markets (Capterra, Software Advice, and GetApp) for Remote Support Software. These reports are independent assessments that evaluate certain parameters to create a list of software market leaders that offer the most popular solutions.

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TechRadar gives ISL Online remote access software 4 out of 5 stars

According to TechRadar, the largest news and review site in the UK, ISL Online is “a great solution for businesses both big and small, featuring cross-platform support, intuitive remote access tools, and multiple subscription options.”

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ISL Online year in review: a look back on milestones made in 2021

The year 2021 was an eventful one, and worth taking a look at. Not only has it brought to light the need for advanced attention to IT security, it also stirred up the continued uptake of remote support software. As we wrap up the year, we’d like to share some of the highlights of 2021.

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ISL Online achieves its best uptime to date, 99.9958%

In 2021, ISL Online achieved its all-time best uptime, an impressive 99.9958%! ISL Online’s public cloud, consisting of 100+ servers worldwide, hosted millions of remote support and remote access sessions with a cumulative downtime of only 22 minutes during the year. This demonstrates that ISL Online is a cloud-based service with built-in resilience, providing highly reliable remote desktop software used by IT professionals around the world. If you would like to try ISL Light, it’s free for 15 days.

To its customers with a SaaS license, ISL Online guarantees 99.95% uptime under the Service Level Agreement. According to uptime reports, the average availability of ISL Online’s remote desktop services has been 99.9847% over the last 12 years. Among the main reasons why companies usually prefer SaaS over self-hosted solutions are: great reliability, security and automatic updates.

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ISL Online is not affected by Log4Shell vulnerability

Researchers have discovered a critical vulnerability (CVE-2021-44228, CVE-2021-45046) in the Apache Log4j library that affects millions of applications.

We would like to assure all our users that ISL Online software does not use Log4j and IS NOT affected by the Log4Shell vulnerability.

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Red Dot Award for Interface and User Experience Design Goes to ISL Online

We are excited to share the news that ISL Online remote desktop software has won the prestigious Red Dot Award for Brands & Communication Design in the Interface and User Experience Design category. This is like winning an Oscar in the world of design!

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PC Pro: 4 out of 5 stars and a recommended badge for ISL Online

According to PC Pro, the UK’s leading monthly IT magazine, ISL Online is an easy-to-manage remote desktop software that offers tight access security and great mobile support. In an independent review, the experts on the PC Pro editorial team gave ISL Online a 4 out of 5 star rating and awarded it a PC Pro Recommended badge.

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The History of Remote Work and How IT Remote Support Tools Can Help

Remote work has taken the world by storm and it shows no signs of slowing down. In any case, most organisations are finding it increasingly relevant to let their employees work from home. As the need to work from anywhere continues to rise, there is also a need for efficient remote support to ensure less disruption in employees’ work.

Efficient remote support software

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A big car dealership group saves 2000 man-hour per year with ISL Online

Grupo Fame has more than 50 car dealerships spread across Michoacán, Querétaro and Mexico City in Mexico. The leading car dealership needed a solution that would enable it to provide immediate and efficient support to all users in the organization and keep its IT services up to date via remote management. Such a solution needed to be reliable, cost-effective and seamlessly support all major platforms.

We contacted Hazael Olivares, IT Manager at Grupo Fame to find out more.

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ISL Online was not compromised by the recent VSA Security Incident

We are receiving many questions about the recent cyberattack that affected some Kaseya customers on July 2, 2021. We fully understand your concern and realize that with every incident like this, the importance of cybersecurity comes to the fore.

We would like to assure our users that ISL Online software was NOT AFFECTED IN ANY WAY by the VSA Security Incident.

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How to Access a Remote Computer as an Administrator with ISL Online

What do you do if you want to help a remote user who is logged on to a Windows computer with a non-admin account, and you need to perform administrative activities on the remote device? You need remote access software that is UAC compatible and will allow you to login and perform as an administrator on the remote computer.

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ISL Online is the Best Overall Remote Desktop Software according to Investopedia

We are super excited to announce that ISL Online has been ranked as the best overall remote desktop software of 2021 by Investopedia! The Investopedia team picked ISL Online as the winning remote desktop software because of its ease of use for both customers and remote workers, cross-platform support, and flexible pricing structure.

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ISL Online named FrontRunner for Remote Support Software

We are excited to announce that we have been named a FrontRunner for Remote Support Software by Software Advice, a Gartner company. According to ratings from real software users ISL Online was ranked ahead of Teamviewer and many other well-known remote support software products for usability and customer satisfaction.  

ISL Online ranks among top three remote support providers for Usability and top four for Customer satisfaction. The Usability score is a weighted average of end-user ratings on Functionality and Ease of use. The customer satisfaction score is a weighted average of Value for money, Likelihood to recommend and Customers support.

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Uptime 2020: ISL Online remote desktop services guarantee four-nines of availability

In 2020 ISL Online performed at an outstanding 99.9922% uptime. In times when we have witnessed a soaring demand for connectivity and the importance of services running without interruptions was greater than ever, ISL Online delivered reliable and secure remote desktop services and allowed its users efficient remote work.  

ISL Online has been publicly reporting its uptime since 2010. By delivering the four-nines uptime in 2020, they have confidently surpassed their 11-years average uptime.

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How important is professional remote support software during lockdown?

According to Matic Nartnik, system administrator at the University of Ljubljana, remote support software ISL Online “was a lifesaver during the Coronavirus lockdown.” When his team and all the university’s staff, professors and office workers had to switch to working from home overnight, an efficient and reliable remote support and access product was critical.

University of Ljubljana has adapted the study process to comply with COVID-19 preventive measures.

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