About ISL Online


ISL Online is a remote support solution for virtually all industry verticals including healthcare, information technology, universities, government and banks. The solution supports Windows, Mac and Linux operating systems that allows users to access and control a client's devices for diagnostics and customer support. Key features include screen sharing, permission management, unattended access to remote computers, chat messaging, session recording, WakeOnLAN and RDP routing.  

ISL Online lets businesses invite clients to join support sessions using a unique session code generated by the solution. The service provider can view the client's screen and control the remote computer or offer mobile device support. Operators can start a remote support session from a live chat (included in the license). The client only clicks on a link and gets connected without typing in the session code. The solution also allows operators to transfer an active session to other operators by sending an email invitation. The software is very easy to use, translated in 28 languages and used in 100+ countries. 

ISL Online enables businesses to customize the solution by adding their own logo and brand colors, while it also offers advanced customization options, including white labeling for big enterprises. The solution provides two-factor authentication and AES 256-bit data encryption.

Services are offered in the cloud as well as on premise. ISL Online offers a license plan which does not limit the number of users, installations or end-points you support. Customer support is available via knowledge base, online chat and phone.

 



Read More

Supported Operating System(s):

Web browser (OS agnostic)

76 Reviews of ISL Online

Average User Ratings

Overall

4.68 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(56)

4 stars

(18)

3 stars

(1)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1-20 of 76 reviews

Do you use this product?Write a review

February 2019

Mark from Jemtek Solutions

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2019

Great Value Remote Support Software

I used to use LogMeIn and was approached by ISL to try out there product initially I said no then the price of the other product had its third increase in twelve months which made it too expensive. Since then I haven't looked back, I can connect to my clients quickly and securely and provide the type of service my clients expect as if I was there in person. I must use the software three to four times a day on average and now most of my support work is done remotely saving journey time and fuel cost. It's made me more efficient.

Pros

ISLOnline has all the features of it's competitors but at a more competitive price. The software is continually being developed and improved and can be branded to suit your company needs. It supports remote connections to multi platform and devices and has a chat platform for you to converse with your customers which can be added to your website. Technical support is first class and they are extremely helpful when you first begin using the software. You get an evelauation period to trial the fully featured software and this can be extended if needs be so you can be sure. Did I mention the price?

Cons

I would like to see some improvements in the Remote support logging page as I use this to generate invoicing information and it takes an export of the log and some reformatting to get it in the state I need.

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your review! We are currently developing some new features for the reports page, which will soon show the name of the computer in the list aswell, making it easier to see which computer you were connected to in a particular session. If you have any requests which you would like to see added to the reports page (or to ISL products in general) please send us an email to support@islonline.com or visit our live chat on our website www.islonline.com! Best regards, Domen Vidmar ISL Online Team

February 2019

Stef from WIZZ software en service

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Great product and great support (lot's of extras)

Remote support to users on Windows platform. Users are working on different version of Windows (like: 7, 8, 10 and some server editions too).

Pros

Most important of course is that ISL Light delivers the goods when it's about remote support. I've looked at multiple other products (after deciding to leave Teamviewer) to find a solution that fits my requirements. One of them is remote support to individual Windows users on a virtual Windows Server. ISL Always On basically is the only product that could do this easily. Also many other products have different products (or subscriptions) for attended and unattended support. With ISL you get ISL Light (attended) and ISL Always On (unattended) and all for a very good price.

Cons

You only get one concurrent session with each licence. This might be just not as flexible as you would like. You can however add an option to allow multi-sessions. You have to pay a little extra though.
It would be nice to have a list of users that previously asked for support so you don't need a sessioncode to get connected. Than again it might be more secure this way.

January 2019

Johan from PC Consultance

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

January 2019

ISL is a proper tool for IT professionals / consultants to support their clients

We actually resell the product besides using it for ourselves. I still believe its a good piece of software, support is good and the dutch distributor DCC is very friendly and gained a lot of knowledge about the products of ISL. Way better product then Teamviewer although i keep on waiting for a better experience with mac.....

Pros

To be able to log in remotely without manual inteference from the client.

Support reacts with knowledge and content. (no auto-message nonsense)

The mobile app to give emergency support from a tablet/phone

Cons

With mac clients there is no easy way to run the software from the desktop with an icon.

Your client needs to download the software, run it and give consent, accept a securitywarning etc.. before you can actually take control of the remote PC / Mac

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your review! I'm sorry to hear the experience with ISL software on a Mac computer is proving to be difficult. I have raised this issue with our team and we will look into ways of improving this functionality. Let me know if you will have any further questions or issues! Best regards, Domen Vidmar ISL Online Team

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

January 2019

it does what it is designed for

We gladly help the customer as quickly as possible by watching them, and so solve their problems immediately and quickly. No matter what internet connection they have, or how fast the PC is. We have found a solution in ISL that can be started easily and quickly also by less useful users. We have been working for years with ISL (on-prem) and had never problems with it.

Pros

quick, simple, it does what it has to do.
picking up after restarting, logging off / logging in works very well

Cons

The only thing we missed in ISL Light is the option to disable using keyboard or mouse on the client side. Really super frustrating when people want to click themselves.

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your review! We have a feature request ticket open for this functionality, the ID for this ticket is REQ-234. I have added a comment to this ticket, raising it's priority for development! Thank you for your suggestion! Best regards, Domen Vidmar ISL Online Team

February 2019

Gary from COMSYS

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2019

Great tech support solution!

ISL has been our remote support solution for many years, and has served us very well. We respond to chat with Pronto, group meetings and unattended connections, but by far what we use the most is connecting to customers with remote support. I never have issues with firewalls or anything - if it can connect to the internet, then I can connect to it. Audio, video, file transfer, recording - all these are great benefits to already great software. And being able to supplement licenses with Pay Per Use minutes is a great cost saver.

Pros

Extremely easy to use, versatile and scalable - ISL can handle any company from the smallest to the largest. The wide range of products ensures every area of support is covered, and with style. I love working with with software!

Cons

The cost is not super cheap, but I don't think you can find anything better for less money - and with the level of support they offer.

February 2019

Reginald from Mais Automatisering N.V.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

February 2019

Perfect tool for our customer support !

Also the easy way to use it on devices with (many) other OS platforms is for us a big PLUS ! The customatisation (f.e. with our LOGO + Technician Name) of the interface is a nice AND easy thing, together with the selfstarting video-recording is a great advantage. In this way we can please our customers -on a simple demand- with a video so they can replay the session and see what was done / altered to their system/device settings later-on when the stressed situation is all over.

Pros

The auto-reconnect function in a remote session, after a remote (network-) reboot was done, is for us one of the major reasons to choose for ISL online !

We've been using this for some years now and will stay to do so !

Cons

No real contras encountered so far …
We found a bug once, reported it to ISL; they loocked into it in a live session with us, and things got solved , so ... that's what counts !

February 2019

Yves from Vircom Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

February 2019

Happy with ISL Online

Happy, affordable, does the job and only that job (remote access). Convenient. All I want is something that gets the job done and this qualifies.

Pros

Inexpensive compared to the competition. We were using logmein Rescue at the time and when they changed their pricing policies and started jacking up prices, we started shopping around for other solutions.
ISL Online does the job well. We use ISL to service our clients who run our Email Security platform for troubleshooting purposes and so far we've never had any outages or issues with this remote access tool.
Have been using it for over 5 years.

Cons

It's not as "Snappy" as Logmein Rescue but you can't have everything.
However have tried other emergency remote access tools and they are pretty similar in terms of responsiveness.

June 2018

Bruce from RISC IT Solutions Ltd

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2018

Not cheap but reliable

The ability for our technical team to quickly remote onto customers computers for a break \ fix session quickly, easily and with minimal fuss was great. Its easy for our customers to join the session, either by visiting our or ISL's website or simply by receiving an email.

Pros

Speed of access
Makes it easy for end users to connect
Works across lots of OS's
Ability to embed in your own website
Just connects, unlike some of the others
Persistent sessions, so overcomes reboot disconnections

Cons

Price - it is expensive for what it does, but it does it SO well.
Transferring a session to another technical team member can be awkward.
Multiple sessions by multiple users = Extra cost
File transfer process not the most intuitive + if there are files you regularly use would be great to have those constantly available

January 2019

Tomas from NOD Baltic

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Smart choice of Remote Support tool

We do customer services by ISL Online daily bases in our on premisses environment, so we are sure that our customers data and connections are in our closed environment and not somewhere in the "cloud".

Pros

Clare and reasonable pricing. Tools you might need are there for remote customers support in different channels starting from Live chat integrated remote desktop to Conferencing tool letting to do a training or technical presentation to customers remotely.
ISL Online for sure the best Remote desktop software supporting multiple devices OS, so no need for any additional tool for PC, Tablet, Smartphones or even Smart TV

Cons

There are user interface not in all languages and it might be an issue with customers who don't understand available ones.

February 2019

Brandon from St Stephens Lutheran Church & School

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Great mult-platform remote software

I have been using ISL for over a year with both WIndows and Mac systems. The ability to control systems over the internet easily from any device is awesome.

Pros

Ease of use
Cross platform
Ability to group clients
Able to use mobile devices for control

Cons

This is based on internet connectivity so if the internet goes down at your location you are unable to remote into computers on the local LAN.

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your message! When using cloud service of ISL, when there is no internet connectivity you will unfortunately indeed not be able to support computers in the same network. If you are using a self-hosted service however, it's possible to set the connections up to go through the internal network so they will work even if there is no connection to the external network. Let me know if you would need help settings this up, either by sending us an email to support@islonline.com or by visiting our live chat on our website www.islonline.com! Best regards, Domen Vidmar ISL Online Team

February 2019

Marc from TKB

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

February 2019

Customer support with ISL

Pros

Its easy for our customers to give our support consultants access to their systems.

Cons

sometimes we can't connect to our customers with ISL online. The customer asks us to use teamviewer to connect

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your review! I'm sorry to hear you are having issues connecting to some of your customers. We will be happy to help you solve the connecting issue, so you will be able to connect to any customer with ease. If possible, please send us an email to support@islonline.com explaining what type of issue occurs when connecting to the customers (can't connect to session, can't start ISL Light application, ...) You are also welcome to join our live chat on our website www.islonline.com so we can investigate this further Best regards, Domen Vidmar ISL Online Team

February 2019

Eric from Onsitehelp.com

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Easy to use

Pros

The product is very easy to use. I have used it for many years and prefer it to other products I have used for a similar purpose.

Cons

Sometimes the user interface can be counterintuitive such as the chat window being the session window instead of the remote desktop window. There is no way to configure it so closing the remote desktop view terminates the session. Especially if one is on a pay per use coupon, the purchased 500 minutes can accudentally get used up by forgetting to close the chat window.

Response from ISL Online of ISL Online

Replied February 2019

Hello, thank you for your review! The behaviour you described with the interface being counterintuitive is similar to the behaviour of ISL Light Desk, which is an older version of ISL Light. In the older versions, the chat was indeed the main window, but this has since been improved and in the newest versions of ISL Light, the session window is now the main window. I suggest testing out the newest version and seeing if this does indeed improve the interface: https://www.islonline.net/download/ISLLight Let us know if you will have any additional questions or issues! Best regards, Domen Vidmar ISL Online Team

January 2019

Stefan from glonet

Company Size: 11-50 employees

Review Source: Capterra


<