I am not going to lie, I am disappointed with SimpleHelp.
I have been a SimpleHelp customer since August 14, 2018, and I genuinely loved the product for many years. Unfortunately, each update now seems to introduce more problems, and the application has become noticeably more buggy and unreliable overall.
I miss the days when I could connect to a remote machine, have every display work properly, and move around the system smoothly. Now, I regularly encounter black screens, random disconnections, and sessions that fail to reconnect correctly. In many cases, I have to completely close the application and reopen it just to reconnect to the machine.
The new design of both the SimpleHelp website and the application also feels like a step backward. Frankly, neither looks particularly polished or appealing to me. More importantly, when features are supposedly being improved, basic and useful functionality should not disappear in the process. Removing common-sense features such as search fields does not make the product better. It makes routine tasks slower and more frustrating.
The customer portal is another major disappointment. Despite being a customer since 2018 and having made multiple purchases, the invoice section says I have no invoices, and there is no meaningful billing or purchase history available. It is 2026. Customers should have access to a real customer portal that shows their complete account history, purchases, invoices, licenses, billing information, and support activity.
The lack of a proper helpdesk is equally frustrating. Support should be accessible directly through the customer portal, with the ability to open tickets, review previous requests, track responses, and maintain a complete support history. Customers should not have to rely on an informal or disconnected support process for a commercial product.
I am perfectly willing to pay for a reliable, well-supported product. I have repeatedly ignored recommendations from others to consider alternatives such as RustDesk because I preferred SimpleHelp and wanted to remain loyal to the platform.
I do not want this review to come across as unnecessarily harsh. My frustration comes from having used and supported the product for nearly eight years and watching the experience gradually become more difficult. Each year, I find myself more annoyed by problems that either remain unresolved or are created by changes that do not seem focused on the everyday needs of actual users.
It increasingly feels like the focus is no longer on improving the core remote-support experience. Instead, the priority appears to be adding unwanted features and finding new ways to monetize the product on a per-machine basis.
I would much rather see SimpleHelp focus on stability, reliable reconnections, multi-display functionality, performance, preserving useful features, restoring basic usability such as search fields, creating a modern customer portal with complete account history, and providing a proper integrated helpdesk before introducing additional features or pricing changes. Heck I will pay more for my license, if the product is stable and fast.
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