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Faster Fixes, Smoother Communication: How N‑central’s New Features Transform Tech Support
By Paul Kelly
octobre 3rd, 2024
7 mins
Let me start this latest blog with a little story!
A long, long time ago, in what now feels like a galaxy far, far away—way before I worked with N‑able—I used to work for an MSP. In those days, RMM solutions weren’t what they are today and we relied heavily on remote control solutions to support our customers. As you can imagine, we tried them all, too many to mention. I’m not in the business of free ads here, but eventually we fell in love with a solution out of Portugal that was called BeAnywhere. It did everything we wanted and more—it was the perfect match.
The winds of time, though, never standstill and sure enough if we fast forward a few years later, I found myself working for what we now all know as N‑able. Here I found a new love; N‑central. But it had one tiny flaw… it’s remote control options. It just wasn’t up to the standard I was used to, this made me sad, but I soldiered on. Until one fateful day when we made a huge announcement! We had acquired BeAnywhere. And soon enough it would be integrated into N‑central, what a time to be alive! The perfect RMM solution now had the perfect remote control solution. How could it get any better than this? Well it did because over the years we continued to develop N‑central and Take Control and that leads me nicely into where we are today.
“You promised us a story, but this seems like a history lesson,” I hear you exclaim? Whatever you want to call it, I’m telling you this because the following new enhancements to Take Control in N‑central are in my opinion the most exciting we’ve had in all my years using the two solutions together. And what’s better still is I’m not talking about these features coming soon, these new features are available now.
I guess if you are still reading this, then you probably want to know what are these amazing features are that have got me so excited! Drum roll please:
Introducing Support Toolkit for Take Control
First of all, we have the Support Toolkit. You’ll find this in both the N‑central Integrated and Standalone versions of Take Control. This tool is built to give technicians exactly what they need during remote support sessions: more speed, less hassle, and a smoother overall experience.
Why is the Support Toolkit such a Game Changer:
- Instant Access to Essential Tools: Technicians can now run critical utilities like scripts and drivers without the need to upload anything to the remote machine. This cuts out unnecessary steps and lets them get to the heart of the problem faster.
- Centralized Storage: The toolkit acts as a dedicated toolbox where technicians can store scripts, applications, and other critical files needed for troubleshooting. Everything’s organized and ready to go in one place for all your technicians.
- Boosted Workflow and Productivity: By integrating these resources directly into the remote session, we’ve made it easier for technicians to focus on solving issues, rather than wasting time hunting down tools. This means faster response times and a more productive support experience overall.
The Support Toolkit is set to transform the way helpdesk teams work, helping them be more efficient, more effective, and ultimately delivering a better overall customer experience.
Introducing Launch Chat for N‑central
But wait there’s more. Have you ever found yourself working on a customer’s issue, only to find you need some more information, or maybe you need to deploy a new application or reboot an end user’s device, but you want to make sure now’s not a bad time for that specific user. Sure you can pick up the phone, or drop them an email, but time is money and as helpdesk technicians on the front line we often don’t have time to wait around for your calls or emails to be answered. If only there was a way you could have instant communication with the end user.
With Launch Chat in N‑central, you can open up the channels of communication with the logged-on user on a device without the need to launch Take Control or pick up the phone.
Why is Launch Chat such a Game Changer:
- Instant Communication: Technicians can immediately connect with the end-user through chat, allowing for real-time communication without any delays or extra steps.
- Faster Issue Resolution: Live chat enables quicker exchanges of information, helping technicians diagnose and resolve issues more efficiently compared to traditional email or phone support.
- Non-Intrusive: Unlike a phone call, live chat allows users to continue working while discussing the issue, minimizing disruption to their workflow.
- Saves Time: Technicians can multitask during a chat session handling multiple inquiries or continuing to work on a problem without having to juggle phone calls or wait for remote sessions to initiate.
These new features in N‑central are designed to streamline workflows, enhance communication, and significantly improve the technician and customer experience. With Support Toolkit and Launch Chat, your team can resolve issues faster, communicate more effectively, and deliver seamless support… all while keeping disruptions to a minimum. These innovations mark yet another step forward in ensuring N‑central remains the ultimate RMM solution for MSPs.
If you have questions join me on my N-Central office hours at www.n-able.com/events. For more insight on how you can get the most out of N‑central, you can attend our N‑central Boot Camps, recordings of which are available in the N‑ableU. Alternatively keep an eye on www.n-able.com/events to register for the live sessions.
Paul Kelly is the Head Nerd at N‑able. You can follow him on Twitter at @HeadNerdPaul, LinkedIn and Reddit at u/Paul _Kelly. Alternatively you can email me direct.
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