#1 2008-03-27 15:10:17

**_efruth_**

Using Connect Professional as a Shadowing Tool

Our IT Help Desk currently uses GoToAssist to shadow end-users and help resolve issues. The limitation is that it is not compatible with Mac. We are considering using Connect and using a full screen share pod to have Mac end-users share their screen.

Has anyone had any experience with using the tool in this manner?

**_michael_**

Re: Using Connect Professional as a Shadowing Tool

Yes, it works very well.  The Help Desk rep could also take over via Remote Control, to fix it immediately instead of watching the end-user walk through it.

**_Jorma_at_RealEyes_**

Re: Using Connect Professional as a Shadowing Tool

More and more companies are starting to use Connect in this manner. We just helped implement Connect for a large accounting software company to use for their customer support. This implementation has been a world wide success for them!

In my use of Connect, I have had great success with sharing control between PC and MAC. The only issue I have ever come across is that if the user of the other computer is using a left-handed mouse, my mouse is left handed on their computer, so the buttons are backwards.

Jorma_at_RealEyes