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Support agents This week, TSplus has published a new version of Server Monitoring, the software to monitor RDS servers and connections over Remote Desktop. A new button has been added which, combined with Remote Support application, offers an efficient toolbox for remote PC troubleshooting.

Server Monitoring to Improve Remote Workers' Productivity

Working from home is now largely deployed, although it comes with its share of issues, such as communication barriers or higher risks of hacking due to the use of badly configured personal devices.      To build better communication and monitoring systems, companies have deployed productivity apps and remote access software to supervise the activity of their employees and engage with them better.  In response to this, for instance, TSplus has developed Server Monitoring to keep track of user activity on remote sessions, as well as corporate resource usage and health. The resulting data, combined with useful reports, gives IT administrators the keys to maintaining a reliable remote work environment for the highest possible level of productivity.   Securely installed on a central server, Server Monitoring allows IT Managers and Network Administrators to remotely watch, manage and maintain all application servers, connected devices and remote sessions. Thanks to this monitoring, organizations are able to cut their IT costs and build a more efficient installation, both secure and available for their remote workers.   The software provides useful reporting with pertinent info packed in simply designed and customizable graphs to fully understand risks and set up real-time alerts accordingly. The result is improved responsiveness and a better solving rate in case of issues with hardware or user experience. Today, Server Monitoring displays a new feature that aims to even further facilitate the job of IT Support agents and IT management outsourcing services when dealing with remote users: the " Export logs for support" .

Remote Work Increases the Need for Remote Support

The generalization of remote work has pushed IT firms and providers of Technical Support to deploy new tools to enable remote troubleshooting of PCs. It is easier and quicker for support agents to connect and take control of a computer remotely rather than to explain the process over the phone and to guide the user to solve the issue themselves.   As such, TSplus Remote Support is an easy-to-use application that lets IT admins receive or provide help with computer problems over a secure remote connection. With users' acceptance, it allows screen sharing and remote PC control to provide instant help, from and to any location with Internet.   The agent has access to any part of the computer, can use the user's mouse and keyboard, and use the control panel, as well as uninstall problematic applications or drivers, clean malware that has not been loaded into memory and in general solve almost any type of PC problem. With Server Monitoring's new feature, combined with the Remote Support solution, TSplus offers a complete toolkit for preventing and solving issues encountered by remote workers. When checked, the Export Logs For Support button gathers useful information and zips it, ready to send to the support team for troubleshooting. It aggregates:

  • ServerMonitoring UI, Service and WebApi logs;

  • The agent logs (only the agent installed on the broker itself) and the agent config;

  • A registry export.

For further detail, the documentation, as well as the changelog , are available online. TSplus Server Monitoring and TSplus Remote Support can be easily tested and purchased together, as well as the rest of the TSplus product line. As a matter of fact, TSplus now offers a Setup Bundle, which allows bundle customers to install/update all their TSplus products in a single unified user interface.

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