When clients first hear "we resolve most tickets remotely," the reaction is usually skeptical — it seems like "real" IT support must require an engineer physically in the office. Our stats from the past year say the opposite: 80% of tickets close without a site visit, and that doesn't mean lower quality — it means a faster fix.
A ticket lands with the on-call engineer, and the first step is always the same: a remote connection to the workstation via TeamViewer, with the employee's consent. From there it's like a doctor's visit — first we look at the symptoms, then at the logs and system event history, and only then draw a conclusion about the cause. In most cases the problem resolves in 10–20 minutes: a hung process, an update conflict, wrong network settings, a forgotten password, a corrupted user profile.
Essentially the entire software layer: reinstalling and configuring programs, email and office application issues, network settings, viruses and suspicious activity, access rights, a slow computer due to a full disk or bloated startup items. Most server problems are also solved remotely — from restarting services to figuring out why a service is unavailable.
There's a clear list of cases where remote diagnostics simply can't help: physical hardware failure (disk, power supply, motherboard), running or repairing cabling, setting up a new workstation or server from scratch, installation work. In these cases we don't waste the client's time trying "maybe it'll work remotely" — we schedule an engineer visit right away.
An engineer's visit means at least an hour of travel each way, plus waiting time in the visit queue if the provider has several clients across different parts of the city. A remote fix starts within 5–10 minutes of the ticket coming in — for a problem like "1C won't open right before a report is due," that's the difference between "fixed, back to work" and "half a day of downtime waiting for the engineer."
Every ticket records the resolution method (remote/visit) and the time from ticket creation to closure. Over the past year, the median close time for a remote ticket is 18 minutes; for a ticket with a visit, the time is mostly driven by logistics — the on-site diagnosis itself, once the engineer arrives, typically takes no longer than a remote one. The only difference is how long the client waits for the engineer to get there.
That's exactly why we don't treat remote support as "second-class" support — for the vast majority of problems it's objectively faster, and an engineer visit stays right where it's actually needed: with hardware and cabling.
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