TeamViewer for Frontline workers

We typically use TeamViewer  to connect to the remote desktop because we are using Airflow  and Snowflake , so all are deployed to different servers. Whenever we have a requirement to troubleshoot any production issues or review the logs, we connect to those servers via TeamViewer  and troubleshoot the production-related issues.

Recently, we connected to the remote desktop for troubleshooting one of the production issues, as one of the data pipelines was failing in the production. When we tried to troubleshoot by using Airflow , TeamViewer was not showing any error, so ultimately, we had to review the Apache logs to troubleshoot that issue, but that is hosted on a different server. We always connect to the remote desktop or the remote server by using TeamViewer. At that time, we checked the logs, downloaded the logs, or transferred the logs to our local system, and then we transferred it to our infrastructure team. The infrastructure team reviewed those logs and found out the exact reason regarding the issue. This is the use case we used recently last week.

In the past, we used TeamViewer for the screen recording and the screen sharing sessions as well because we have different teams, like the development team, the QC team, and the clients. Whenever we have to collaborate to troubleshoot any issue or look into any specific area related to the server, we quickly jump on a call and share the screen through TeamViewer. This speeds up the troubleshooting and, during the call itself, we can resolve the issues very quickly.

The main feature we are using currently in the project is the log file transfer and remote desktop connection.

The value of the log file transfer and remote desktop connection features for our team is the speed because those are accessible by the infrastructure team. Previously, whenever any production issues came up, we always had to rely on the infrastructure team. We always reached out to them, and based on their availability, they checked the logs. Now we have TeamViewer, so we can connect to the server, the remote server by using TeamViewer, and we can check the logs by ourselves as well. It ends the dependency on the infrastructure team, which speeds up the troubleshooting steps for the project.

Faster troubleshooting is one of the main use cases we are experiencing after adopting TeamViewer. Previously, we had to rely on the infrastructure team for each and every activity because they had the complete access on the server. Whenever we had to troubleshoot anything or look into anything on the server, we always had to reach out to them. Now, we also have access, so there is less dependency, and whenever any super urgent or business-critical issues come up during non-business hours, whoever has the permissions on TeamViewer to connect to the remote desktop can resolve the issues very quickly.

For P1 issues, we always have to resolve those issues within one hour or two hours. Previously, when we did not have TeamViewer, we had a long approval process to troubleshoot those issues. Since we adopted TeamViewer, it has reduced the troubleshoot time. Previously we spent around three hours to troubleshoot or resolve P1 issues, but now it takes around 45 minutes.

Regarding the time saved, I have already shared one of the examples. For every production issue, we used to rely on the infrastructure team to log in to the server and check the logs, troubleshooting the issues. Right now, we use TeamViewer to connect to the remote server, which has reduced the time spent because we do not have to rely on the infrastructure team. It really improved the time because previously, we took around two to three hours to troubleshoot any production issues, but now we invest only 40 to 45 minutes to troubleshoot any of the critical production issues, so on the time saving metrics, we see a lot of ROI.

Perhaps on the UI side of TeamViewer because we are connecting to different remote desktop connections or remote server connections. Whenever we are working on one of the production issues and we open multiple connections, it is very hectic or confusing to jump from one server to another server. Perhaps on the UI side, if they can improve something related to the view sessions or which session is connected to which remote server, that would be helpful.

Perhaps something related to the authentication because it should have a proper authentication mechanism. Every developer should not access TeamViewer or the remote desktop by using TeamViewer. We always have a proper authentication or multifactor authentication mechanism in place, so only those on on-call support or P1 support at that time can access the remote server, but not anyone else.

I chose nine out of 10 because sometimes we face the session timeout issue. Suppose during the production support, we connect to one of the remote servers, and if it is idle for approximately 10 or 15 minutes, the session timeout happens. We have to follow the same authentication mechanism to connect to the remote server again. During the session timeout, it delays our process or the troubleshooting steps, which is the reason I have given nine out of 10 instead of 10.

We have been using TeamViewer for the last eight to nine months.

TeamViewer is quite stable in my experience, but as I mentioned, during idle sessions of 10 to 15 minutes, it throws the timeout error. Otherwise, it is very stable.

TeamViewer's scalability is doing a great job in that area because we are working in a multi-team project. As a developer, with QA  engineers and some infrastructure teams, we all can connect to the same remote server without any connectivity issues.

I have not had to reach out for help with TeamViewer right now because it is quite stable. During the initial setup, our infrastructure team reached out to the support executive of TeamViewer because we faced some issues, and we got full support from them.

Previously, we were using a VPN to connect to the remote server, and after VPN, that had a longer process to connect, so we adopted TeamViewer only.

TeamViewer is deployed in our organization as a private cloud only.

The client infrastructure team completely handles the purchase of TeamViewer through the AWS  marketplace because they have done the initial setup and the licensing purchase. I'm not really sure about that because it is handled by the client.

The initial setup and pricing were completely handled by the client team, and they have done the initial setup. We use TeamViewer as developers to connect to the remote session for our day-to-day activities and the production support, so I'm not sure about the setup details.

Regarding the time saved, I have already shared one of the examples. For every production issue, we used to rely on the infrastructure team to log in to the server and check the logs, troubleshooting the issues. Right now, we use TeamViewer to connect to the remote server, which has reduced the time spent because we do not have to rely on the infrastructure team. It really improved the time because previously, we took around two to three hours to troubleshoot any production issues, but now we invest only 40 to 45 minutes to troubleshoot any of the critical production issues, so on the time saving metrics, we see a lot of ROI.

The initial setup and pricing were completely handled by the client team, and they have done the initial setup. We use TeamViewer as developers to connect to the remote session for our day-to-day activities and the production support, so I'm not sure about the setup details.

We have not evaluated other options because organization-wide, all the teams and projects use TeamViewer only. This was adopted by the company, so we are using TeamViewer only.

My advice for others looking into using TeamViewer is that if you are going to implement it in your project, there should be a proper authentication mechanism. If there are multiple developers in your team, access should not be given to each and every user, as this can breach security and create other issues. Before connecting to the remote server, a proper authentication mechanism and approval process should be in place. Only authorized persons should be able to connect to the remote server, and there should be a proper internet connection because without it, you can see a lot of lag or frequent disconnectivity issues.

I have already shared all the details, but one advice I want to give regarding multiple sessions is that whenever we connect to multiple remote sessions to different servers, sometimes it is quite hectic to jump from one server to another server. If they can improve in that area, it will be quite helpful. I give this review a rating of 9 out of 10.

My main use case for TeamViewer Business  is that it is a very reliable, fast, and secure remote access software. I have been using this for eight years and above for remote access. I typically use this to collaborate with the back end for guiding me through specific templates, labeling, and meeting quality standards. It lets me switch between devices easily, which is very convenient. I do not have to wait for any approval to log into the systems at any time.

Besides, it reconnects on its own once the remote machine reboots and comes online. It provides a high level of security, protecting from cyber attacks and aids in providing assurance in regulated environments through two-factor authentication and end-to-end encryption features.

A specific example of when I use TeamViewer Business  for remote access or collaboration with the back end is when I was working on a LaTeX formatting of a math problem where I faced some issues with spacing the character. One of the back-end team members connected me via TeamViewer Business, took control of my system, and explained the spacing in characters to me in real time. It was amazing to learn in real time, ask questions, and watch them perform the task on my system. I also added the session notes where I could refer later. That really gives a lot of confidence.

I also appreciate that notes can be added once the session ends, which gets logged as well with history. This helps in differentiating one session from another in case of multiple back-to-back sessions.

The best features TeamViewer Business offers in my opinion are collaboration, templates, a high level of security, and session recording. Collaboration allows me to collaborate remotely with my team members. Besides reconnecting automatically, it provides a high level of security, protecting from cyber attacks and aids in providing assurance in regulated environments through two-factor authentication and end-to-end encryption features. It also allows recording live sessions, which can be replayed as needed for future reference.

TeamViewer Business has positively impacted my organization as collaboration has enhanced, especially remote collaboration by 60 to 70 percent. I have been able to collaborate with clients and other team members seamlessly. Enhanced workflow efficiency includes faster approvals and a lowered risk of data loss, misuse, and leak through robust features like two-factor authentication and end-to-end encryption. It also facilitates compliance using documentation and auditing through recordings and logs.

TeamViewer Business could be improved with a very basic transfer interface for files and folders transfer with an indication of the size of the transferred files and estimated time needed. Currently, no built-in or integrated whiteboard is provided. Using an external whiteboard is time-consuming and cumbersome. Additionally, sometimes the synchronization breaks with complex characters like LaTeX code. There is no formatting support for real-time chat for such characters.

I have been using TeamViewer Business for the past eight years.

I get work done even when the internet is a little unstable with some drop in resolution. There is barely any lag. TeamViewer Business is very stable in my experience. I have not experienced any lagging.

TeamViewer Business is very scalable. I am able to collaborate with clients and other team members even remotely, troubleshoot, and accomplish all tasks in one platform. It grows with my organizational needs.

The customer support for TeamViewer Business is great. The support team is very proactive and responsive.

Positive

I previously used AnyDesk  before TeamViewer Business. The reason I switched from AnyDesk  is that TeamViewer Business mobile apps are excellent with specializing in remote control, file transfer, and device switching. AnyDesk mobile apps are also functional but are less accurate for precision tasks like cursor control. TeamViewer Business keeps a detailed session history by default, which includes access time, duration of the session, and device metadata, while AnyDesk has a limited storage protocol unless manual intervention is present.

My experience with pricing, setup cost, and licensing is that the price is competitive and relative, but it is a very user-friendly and affordable tool. Compared to the features it offers, this tool is more cost-effective. It is also very easy to set up, especially through the help of customer support, which is very proactive, easy, and professional.

I have seen a return on investment. This tool has enabled us to enhance workflow efficiency with faster approvals and lowered risk of data loss, misuse, and leak. It has facilitated compliance using documentation and auditing through records, recordings, and logs, and has boosted collaboration, especially with our clients and team members remotely or in the office.

My experience with pricing, setup cost, and licensing is that the price is competitive and relative, but it is a very user-friendly and affordable tool. Compared to the features it offers, this tool is more cost-effective. It is also very easy to set up, especially through the help of customer support, which is very proactive, easy, and professional.

Before choosing TeamViewer Business, I evaluated other options such as Google Meet and Slack.

I started with the trial version for seven days. During the initial phase of using it continuously, I realized this has been by far the most efficient and seamless working software for my organization and it was the best fit. TeamViewer Business is a reliable, fast, and secure remote access software. I would rate TeamViewer Business eight out of ten based on its security, ease of use, cost-effectiveness, and facilitation of collaboration even in remote areas.

My advice to others looking into using TeamViewer Business is to start with the trial version to experience the software firsthand and determine if it is the right fit for your organizational needs.