Matrix42 FastViewer

Overview

Matrix42 FastViewer is remote-support software for controlling and administering employee computers, servers, and other company devices. It is best suited to IT departments, service agents, and developers who need more than screen sharing, particularly teams already using Matrix42 service-management tools. Its combination of remote administration and cloud or on-premises deployment is compelling, though the per-concurrent-session annual license makes capacity planning important.

Key features

Supporters can use unattended access, handle multiple sessions, and work across multiple monitors. Remote PowerShell or CMD, rebooting devices, and switching users extend FastViewer into routine administration, so it can suit teams that troubleshoot and maintain devices from the same tool. Session recording is also supported.

File transfer and clipboard sharing help move information during support, but the 2 GB per-file transfer limit may obstruct work involving larger files. Two-factor authentication and access profiles provide access controls, and data is protected by 256-bit AES encryption. These controls are useful for managed support workflows, though the file ceiling is a practical constraint.

Connection options include a standalone browser app, Windows and Mac desktop apps, and a web app integrated with Matrix42 Enterprise Service Management. In that integration, agents can use AI-assisted ticket insights before a session. Cloud and on-premises deployment offer a choice of operating model; the on-premises server option will matter to organizations that want to run the service themselves.

Pricing

The Matrix42 FastViewer plan costs €540 a year, billed at 540.00 € per concurrent session per year, plus 19% VAT. Each license covers one concurrent session and up to 100 installed agents, and only the supporter needs a license. This structure can be economical for a large support team with limited simultaneous demand, but organizations needing more parallel sessions must budget for additional licenses. There is no free plan.

A free 30-day trial includes cloud access and online support, requires no credit card, and ends automatically without a charge. It is a useful way to assess the workflow before committing, but it does not provide an ongoing free tier.

Platforms

FastViewer supports web, Windows, macOS, iOS, and Android, with mobile apps for iOS and Android. It offers both cloud and on-premises access. The browser and desktop options give support staff alternatives for connecting, while mobile support extends access beyond desktop platforms.

Who it's for

FastViewer fits IT departments, service agents, and developers who need remote device control, administration, or file sharing. It is especially relevant to Matrix42 customers who can use the Enterprise Service Management integration and its ticket insights. Teams that need frequent transfers above 2 GB per file or more concurrent sessions than their budget supports should compare other options.

Pros and cons

Pros: Remote PowerShell or CMD, rebooting, and user switching support administration as well as troubleshooting.

Pros: Cloud and on-premises deployment, browser and desktop access, and mobile apps give organizations a broad choice of access modes.

Pros: One license can cover up to 100 installed agents, with only the supporter requiring a license.

Cons: Each license permits only one concurrent session, so simultaneous demand drives the license count.

Cons: File transfers are limited to 2 GB per file, which may not suit teams that regularly move larger files.

Cons: The paid plan is €540 a year per concurrent session, plus 19% VAT, and there is no free plan.

Alternatives

For broader service-management needs, compare Enterprise Service Management Software, SaaS Management Platforms, HR Service Delivery Software, IT Change Management Software, IT Service Catalog Software, and IT Knowledge Base Software.

Alemba Service Manager is an alternative with flexible pricing, analyst and occasional-user interfaces, and a self-service portal that is license-free for end users. Consider Automation Anywhere Document Automation if a free Community Edition for eligible small businesses—up to 5 machines and 100 pages per month—is more relevant than FastViewer's remote-support focus. Gfacility offers a 30-day trial with full access to selected modules, no credit card requirement, and a personal onboarding session.

Freshservice is another paid option, with a Starter plan at $19 a month, billed annually, that includes knowledge management, task management, a support portal, and omnichannel support. Hornbill IT Asset Management may suit readers seeking a free plan and personalized, scalable pricing. HaloITSM offers a Halo Enterprise Package at $1,000,000 a year, billed annually, with unlimited licences and funded implementation for large organisations. IFS Enterprise Service Management is another option for readers considering enterprise service management. InvGate Service Desk has a Pro plan at $500 a year, billed per agent per year, starting at $2,500/year for 5–50 agents, and an Enterprise plan for any number of agents.

Verdict

Choose Matrix42 FastViewer if your support team needs device administration as well as remote access, and the one-session-per-license model matches your concurrency needs. Its administrative controls, deployment choice, and Matrix42 integration are the strongest reasons to buy. Look elsewhere if your team routinely transfers files larger than 2 GB or needs more simultaneous sessions than its annual budget can accommodate.