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Doing simple things that I used to do, like connecting to a certain device, went from being obvious to a situation where there were just so many more features available that I had to click through to find the simple thing that I was trying to do. At first, everything was totally different.

They redesigned the interface a while ago, and, honestly, when I first looked at it, it seemed sort of clumsy, but, now that I've gotten used to it, it's pretty darn easy. There should be the same way whether you are doing remote support or just calls. There are different methods for doing different things, which makes it a little bit more complicated. It has the clunkiness of having separate modules that aren't totally integrated. We then decided to go with Microsoft Teams. We looked at it, reviewed it, and tested it out a bit. They were working on bringing a bunch of products together to make their suite a little more integrated, but it really wasn't at the point where we wanted it to be in terms of integration. In my previous company, we were looking at this solution as being a collaborative tool for the enterprise in terms of video conferencing, calling, and scheduling.

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For transient clients that you don't necessarily support a hundred percent of the time, it would be nice to be able to connect to them and support their issues without having to install something on their machines. Even if you're using SCCM, it is an undertaking. For a whole enterprise, it is just not an easy task to install a client on everything. If you didn't install the client, you were very limited in terms of what you could do. I didn't like the fact that you had to install a client for remote support.

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