Zoho Assist: Remote Support Tool

Summary

We understand technical issues can be frustrating and difficult to resolve. We all love technology—it's great—until it stops working. This is why the IT Service Desk at BYU-Idaho offers solutions like Zoho Assist to get your issues solved quickly and conveniently, so you can get back to your studies, projects, and work without the frustration. In this article, we explain the what Zoho Assist is and why we use it to support you. We'll also do a brief dive into how we respect your privacy and security along the way. If you still have questions after reading this article, please don't hesitate to contact us! 

What is Zoho Assist?

Zoho Assist is a private and secure remote support that allows our service desk analysts to instantly view and access your computer or device through screen-sharing in real-time. Whether you're facing a software glitch, seeing strange error codes, need help with an installation, or require guidance on using a particular service, Zoho Assist enables us to resolve your issues without the need for a physical visit. This feature is particularly helpful when supporting students with technical issues that live outside of the Rexburg area, especially our students who live overseas. 

Why Use Zoho Assist?

When searching for a the right remote support tool, we found many benefits of using Zoho Assist: faster resolution, added convenience, greater access to expert assistance, and a "Zero Footprint" on your device. 

• Faster Resolution

  • The tool allows for real-time screen sharing, making it easier for our technicians to diagnose and resolve issues promptly. This means less downtime for you and a more efficient use of your time. 

• Added Convenience

  • You don't have to disconnect your machine and bring it to a service center. Support is provided right where you are, making the entire process convenient and hassle-free.

• Expert Assistance

  • Our technicians are well-trained and experienced, ensuring that you receive the highest quality of service. With Zoho Assist, they have a full suite of tools at their disposal to resolve your issues effectively.

• Zero Footprint

  • The term "Zero Footprint" refers to the minimalistic approach Zoho Assist takes when it comes to installation and system resource utilization. Unlike traditional remote support tools that require a full-fledged installation, Zoho Assist operates largely through the browser or a small, temporary file. After your session is ended, Zoho Assist is immediately and automatically removed from your device. This means that there's no need to install bulky software, and no residual files are left on your system once the session is terminated.

  • Zoho's zero footprint model offers easy installation for both you and our technicians. The installation software is quick and lightweight. For technicians, this model simplifies the process of initiating a remote session. There's no need to guide our customers through a complex installation process; a simple link or code is often sufficient.

Privacy & Security

• Data Encryption & Security Protocols

  • We understand that privacy and security are paramount. Zoho Assist employs industry-standard TLS 1.2 and AES 256-bit data encryption to ensure that all remote sessions are secure and safe. Any information collected during the remote support session is encrypted and protected from unauthorized users. All remote support connections require your consent before we can connect to your device. So you have complete control before, during, and after the remote session, in fact Zoho Assist allows you to terminate the screen-sharing session at anytime. 

• User Consent & Temporary Access

  • Before initiating a remote session, our technicians will always seek your explicit consent. You'll be able to see all the actions performed during the session for full transparency.

  • Only authorized BYU-Idaho employees have access to your device and only during the session that you have approved. Each session requires a unique session ID (a secure code that an agent shares with you, that Zoho generates), which then expires at the end of the session, this gives our employees temporary access only to your device. In fact, once the remote support session ends, the software is automatically deleted off your device, through Zoho Assist's "Zero Footprint" protocol.

• Multi-Factor Authentication

  • To further enhance security, Zoho Assist incorporates multi-factor authentication (DUO 2FA), ensuring that only authorized personnel from the BYU-Idaho IT Department can initiate a remote session. 

• Session Recording & Compliance

  • It's important to note that all remote sessions are recorded for quality assurance, security, and compliance purposes. These recordings cannot be deleted by technicians and are regularly reviewed to ensure adherence to our stringent security and compliance standards.

More Questions? Contact Us!

Feel free to view more information about Zoho Assist by visiting their website at www.zoho.com/assist/instant-remote-support. Alternatively, you can speak to any one of our well-trained IT Service Desk Analysts through any of the options below.

Call us at (208) 496-9009 or Chat us by clicking the blue-bubble.

Hours of Operation: Mon - Fri 7:30 AM - 8:00 PM, Sat 10:00 AM - 4:00 PM Mountain Time

(excluding weekly devotional, forum hour and University Recognized holidays)