Limit Your Business’ Downtime with SOTI Assist

The Diagnostic Help Desk Solution

Network connectivity and application software are the leading causes of mobile device failure, which causes nearly 2 hours of downtime per incident on average. An interruption of even one poorly performing application per shift can translate into almost $20,000 worth of support and lost productivity per mobile worker annually.

SOTI Assist is the industry’s first diagnostic help desk solution that is ‘purpose-built’ and designed for the mobile-first era. It features SOTI’s award-winning remote control technology, making it easy and efficient for technicians to analyze, troubleshoot and resolve mobile device and app issues from anywhere, at anytime. SOTI Assist keeps your workers working and your help desk staff stress-free and productive.

What Can SOTI Assist Do For You?

  • Fix problems from anywhere, at anytime

  • Increase first-time fix rate

  • Improve help desk utilization and worker productivity

Features and Capabilites

  • Industry-Leading Remote Support
  • Broad Mobile Device Support
  • Multi-Platform Support
  • Intelligent Ticket Management
  • SOTI ONE Integration
  • Unified Self-Service Portal
  • Multi-OS Device Snapshots
  • Detailed Device Logs
  • Segregate by Groups
  • Diagnose Issues Without Creating Tickets
  • Choose Which Diagnostic Files to Download
  • Better Manage Your SLAs
Four women sitting at a desk and looking at the screen of a laptop computer.

Your mobile workforce is critical to the success of your business. SOTI Assist keeps them up and running. Help desk technicians can use remote view, remote control, and file sync to fix device and app problems quickly.

A man and a woman looking at a laptop screen while working in an office.

You want the freedom to choose which devices are best for your company. SOTI Assist can remote control/view devices from over 200 hardware manufacturers (OEMs).

Finger of someone providing multi-platform support pointing at a laptop screen.

Your business uses different devices and operating systems for different functions. SOTI Assist delivers the industry's best remote control for Android, Linux and Windows devices, as well as remote view for iOS devices.

Man sitting at a desk taking notes with another man working on a laptop sitting next to him.

Your help desk technicians need tools to make remote support easier. SOTI Assist includes an integrated ticketing system to create, manage, tag, prioritize, filter and search for incidents. Define your service level agreements (SLAs) based on ticket severity, and view status of tickets in a dashboard view.

Three men sitting around and looking at a laptop with a cityscape superimposed on top of the image.

Your help desk technicians need detailed information about device settings and configurations to fix device problems. SOTI Assist automatically requests detailed device and app information from SOTI MobiControl to make problem resolution faster.

Mobile worker standing and using a laptop with images of analytics superimposed on top.

Empower your mobile workers to help themselves. SOTI Assist allows users to initiate, update and monitor their support tickets.

Collage of an office worker, field services worker and physician all using various smartphones.

Device Snapshot is a unique feature in SOTI Assist that enables device administrators and help desk agents to view rich device details such as: battery life, memory usage, security compliance policies, deployed apps and storage capacity right within the ticket. Device Snapshots are stored in SOTI Assist as part of the incident ticket and used to quickly resolve device issues.

In addition to supporting Android-powered devices, now with SOTI Assist v2.0, this important device information is available across all operating systems, including iOS, Windows and Linux devices.

Finger pressing on an iPad with an open laptop in the background.

Device logs deliver detailed reports on important hardware and software actions that are generated and stored on mobile devices. SOTI Assist enables device administrators and help desk agents to download device logs from within a standalone remote control session, without having to open a SOTI Assist incident ticket.

Office workers using a tablet and laptop

Segregate incidents by teams, departments, business units, or even customers if you are a managed service provider (MSP). With separate dashboards, you can manage and resolve incidents according to specific workflows and service level agreements (SLAs) for each group. This also prevents accidental intermixing of confidential data between groups.

Man texting on a smartphone while sitting at a desk with his laptop open

SOTI Assist web remote control now lets you access diagnostic capabilities such as: device snapshots, task manager, annotations, and video recording. Accelerate the time it takes to diagnose, troubleshoot, and resolve mobile issues on the first call – all while preserving and using your current information technology service management (ITSM) solution that’s already in place.

Icons representing downloadable files overlayed on top of an image of people using a laptop

Instead of downloading hundreds of diagnostic files, only access the files you need. SOTI Assist lets you specify which categories of diagnostic files to download, such as: app data, logs, preference settings, and shared data. This unparalleled access to rich device data enables IT departments to diagnose, troubleshoot, and resolve issues faster than ever before.

Older man using a tablet in a warehouse environment

Precisely define service level agreements (SLAs) based on working hours by day, time, and even time zone. SOTI Assist also lets you send out email notifications when SLA breaches occur. Better SLA management leads to more accurate tracking and efficient prioritization of customer issues, and ultimately faster resolution times.