Feature Requests / Issues

Hey there. I checked the system out a bit and it is pretty cool. I do have a few requests and issues:

1) The remote connection tool is not something I want built in to this product. Especially with MFA not a login option for your site. Possible to leave that portion out?

2) Any way to control the colors of the GUI? I saw that you can manage the logo and icons, but colors are just as essential.

3) Since logos & scripts are pushed in the install, how do we update a script? Is this just for the initial install that you are targeting those scripts?

4) The playback is a little wonky on multiple monitors. Zooming is weird and doesn't fix the screen correctly.

5) Very little of the data was in my ticket. It took about 5 minutes before the video was available to me.

6) We use Syncro. It would be nice to have a syncro integration (I know, this one is selfish ;) lol)

7) I think the pricing is "OK", but not great. It would be interesting to see how many users actually use the button and also see how well it "sticks" for more than a few months. The cost of .20 would be better at .10 but that all depends on the end user adoption. I would have to add yet another cost if they use it 2-3 a month. especially at a large install. (Plus this is on top of the button itself).

8) During the install, it allows the user to select how they can trigger the app. It is limited to the F keys. I would be MUCH better to allow ME to select the key combo that I want and not even give the user the option. i.e. I could set CTRL + ALT + H and then just explain to users how to use it. Also, if I choose a key combo and then add a button, does the key combo AND the button both work?

That is about it for right now.

Thanks

Comments

  • edited July 2019

    HI Massey, appreciate all of the feedback. let me try and dig into this a bit.

    -The remote connection tool is a recent addition and you will have the ability to toggle this off in the near future. MFA is coming soon.

    -We don't have a way to control the colors at the moment, I will talk to our devs and see how involved this will be but I like the idea.

    -If you update a script on the backend it should automatically load into the application the next time the application is run. It checks for new scripts and payload back end changes on every run.

    -We haven't seen the playback behavior you are describing, We do have a new build of the screencapture on dev already that *may* fix this. But if you get a chance I think we would love to look at this with you. Can you reach out to [email protected] sometime tomorrow and we will see if we can get a dev on the phone with you.

    -This may be tied to the other issue, We would like to look at this, it should not be taking this long unless you are on a very slow connection. Our experience is that it typically takes 30 seconds to compile the information and get it into the ticket. It is possible there may be a bottleneck somewhere that is getting stressed with launch.

    -Syncro is very very close to being done. We did some work on it yesterday. They added some API calls for us for Repairshopr and we need them to be added to Syncro also, so hopefully we can get them on the phone tomorrow to ask. (The syncro/repairshopr team have been great btw, they were one of the very first people we showed this to and were extremely supportive!)

    -We are trying to feel out the pricing right now. For what it's worth we have also been told that we should charge much more. Personally for me, I want this to be a "no-brainer" to purchase and set up. and I want it to be a win/win for everyone and not a product where we are trying to wring every last bit of profit out. Right now we have some big questions as to how much it will cost us to support at scale and if the server overhead and messaging is going to match our projections. This will likely be ultimately what dictates price. The button costs are largely dictated by our manufacturing agreements.

    -The software can be launched by function key, desktop icon, and/or physical button. You can bind the desktop shortcut to any key that windows supports for shortcuts by right clicking the icon, selecting the shortcut tab and changing the shortcut key. This is actually all we are doing during the install.

    I appreciate the questions and am happy to answer anything else I can! thanks for giving us a try!

  • I would like to add my vote in for disabling VNC. I don't even want it installed on my clients computers. I already have a remote control solution that works. I don't need another one.

    FYI, you can specify the function key when you use the MSI installer, but I agree that an alt or windows key combination could be nice as well. I suppose with a little scripting you could adjust the desktop icon properties but that goes out the window if the user deletes the icon.

  • @TheNetworkSmith @masseymedia

    You can select the shortcut key (only one of the F keys for now) using command line options and the MSI installer. I built a batch script for synco to download the msi and install it in quiet mode so the end user doesn't have to interact with the installer.

    https://docs.tier2tickets.com/content/general/installation/

  • Can you share the Syncro script? I put one together too, but ran into a minor issue with having a space in the button name and wondered if you figured out a way around that.

  • If you'd like to share it publicly and we can have some other Syncro folks vet it then we can add it to the knowledgebase and credit you for it.

  • edited August 2019


    Do you mean a space in the icon name? You can get around that by surrounding it with two double quotes (which really ends up being 3 double quotes) like this:


    msiexec /i "buttonInst.msi" /norestart /passive WRAPPED_ARGUMENTS="/launchkey=4 /iconname=""PC Solutions Support"""
    


  • I would like to add that if you are doing this in powershell, you need some additional single quotes. like this:


    msiexec /i "buttonInst.msi" /norestart /passive WRAPPED_ARGUMENTS='"/launchkey=4 /iconname=""PC Solutions Support"""'
    


  • Got a few updates and clarifications.


    @masseymedia

    The remote connection tool is not something I want built in to this product. Especially with MFA not a login option for your site. Possible to leave that portion out?


    MFA is live. There is also a feature for disabling the VNC client.


    @TheNetworkSmith

    I would like to add my vote in for disabling VNC. I don't even want it installed on my clients computers. I already have a remote control solution that works. I don't need another one.


    This is currently on our list to add as a feature to the installer. An argument would be passed in to the installer to disable the installation of this part of the software.


    @TheNetworkSmith

    FYI, you can specify the function key when you use the MSI installer, but I agree that an alt or windows key combination could be nice as well. I suppose with a little scripting you could adjust the desktop icon properties but that goes out the window if the user deletes the icon.


    The shortcut is put on the public user desktop, so only administrator accounts should be able to delete it. The software can be started with a physical button press, the icon, or a configurable F-Key at the moment. We have Helpdesk Decals that can be purchased, if buttons are not your thing. They come in multiple sizes that fit a variety of keyboard shapes and layouts.


    https://cms.helpdeskbuttons.com/product/keyboard-decals/

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