Best Remote Support Software
Remote support software allows IT departments and administrators to connect to and control a device from a remote location via an internal network or the internet in order to resolve technical issues and automate routine tasks. Businesses use remote support software to solve technical problems and bolster security without requiring technicians to have physical access to the device in need of support.
Remote support solutions allow IT professionals to access and fix technical problems without being on-site; this type of software also provides the ability to monitor systems and run diagnostics remotely. Remote support software may also include functions designed to help maintain regulatory compliance as well as provide audit tools, granular permission settings, identity management functions, and more.
Remote support solutions are used by IT departments to solve clients' technical issues and save organizations time and money on IT support. IT support staff do not have to travel to the physical device or waste time on the phone deciphering the non-technical language of an uninformed user. Instead, they are able to access the device, diagnose the problem, and implement a solution unimpeded.
Remote support software should not be confused with remote desktop software, although the two share the basic principle of allowing access from a remote point via the internet or an intranet. The defining difference between these types of software is the expanded functionality offered by remote support solutions.
Remote support software can be used as a standalone application, but most solutions typically offer integration with an IT management or a remote monitoring and management (RMM) solution. IT professionals use remote support software as part of their technology stack to enhance their capacity for helping clients.
To qualify as a Remote Support solution, a product must:
Featured Remote Support Software At A Glance
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NinjaOne unifies IT to simplify work for 35,000+ customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote acces
NinjaOne is a remote monitoring and management tool that offers features such as patch management, remote access, IT documentation, and automation. Users frequently mention the ease of use, the ability to automate tasks across numerous devices, the constant improvements and enhancements, and the responsive customer support as key benefits of NinjaOne. Users mentioned issues such as the lack of a dark mode, occasional UI quirks, limited report customization, high pricing for smaller teams, and a steep learning curve for advanced setup as drawbacks of the product.
3,529 Twitter followers
TeamViewer is a leading provider of remote connectivity software for individuals and businesses of all sizes. Our remote software enables companies across various industries to enhance their efficienc
TeamViewer is a system for remote communications, designed to facilitate the management and organization of professional projects. Users frequently mention the ease of implementation, versatility with different operating systems, and the responsiveness of the customer support team. Users reported issues with high pricing for small businesses or individual users, dependency on internet quality for connection speed, and limitations in the free version.
48,231 Twitter followers
Zoho Assist is a cloud-based remote support and unattended access solution designed to help businesses deliver seamless IT support and manage remote devices effortlessly. Whether you're assisting
Zoho Assist Unattended Access is a control panel that allows users to create connections to remote devices and deploy to new machines. Users frequently mention the ease of use, the ability to customize the UI, the support for multiple platforms, and the convenience of not having to host the platform on their own server. Users experienced issues with the video quality, difficulty in finding chat after the session has ended, and confusion with the number of instructions when sending invites.
137,095 Twitter followers
JumpCloud® delivers a unified identity, device, and access management platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud, IT teams
JumpCloud is a tool that manages user access and authentication, unifying identity, access, and device management into a single, cloud-native platform. Users frequently mention that JumpCloud simplifies IT operations by providing a single source of truth for users and devices, enabling strong security through SSO, MFA, and automated onboarding/offboarding. Reviewers noted that the initial setup and policy configuration can be complex, especially for organizations migrating from traditional Active Directory or managing advanced security use cases.
36,543 Twitter followers
Datto RMM is a secure, cloud-based platform for IT Managed Service Providers (MSPs) to remotely monitor, manage and support endpoints across their customer base. It provides a multi-tenant view, autom
Datto RMM is a remote monitoring and management tool that allows users to manage and troubleshoot issues on different devices remotely, customize the interface, and assign devices to different sites. Users frequently mention the tool's ability to manage multiple users in real-time, its powerful automation policies, and its compatibility with other Datto/Kaseya products and Microsoft 365 as significant benefits. Reviewers noted issues with the tool's web remote feature, its patch management struggling with third-party apps, and the responsiveness and helpfulness of Kaseya support as areas for improvement.
17,436 Twitter followers
The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management
Atera is an all-in-one IT platform that combines automation and AI to manage tasks such as patching, ticketing, remote access, and inventory management. Users like Atera's user-friendly interface, its ability to solve problems before they arise, the customizable dashboard, the licensing structure that counts by tech and not by endpoint, and the impressive product stack. Users mentioned that the mobile app experience needs improvement, the reporting seems to be behind a pay wall, the ticket history can be frustrating, and the initial setup for some scripts isn’t very easy to complete.
1,681 Twitter followers
AirDroid Business, developed by Singapore-based SandStudio, is a comprehensive mobile device management (MDM) solution designed to help businesses manage and control fleets of Android and Windows devi
AirDroid Business is a tool for remote device management, offering features such as kiosk mode, device enrollment, over-the-air app provisioning, device grouping and restrictions, Windows patch management, and real-time device status monitoring. Users like the tool's ability to simplify vendor payment tablets setup, monitor and troubleshoot devices remotely, enroll devices using QR code, configure device restrictions during enrollment, support different deployment scenarios, schedule Windows patch management, and automate tasks for quicker deployment. Reviewers experienced a slight learning curve when first setting up and navigating all the features, initial policy configuration difficulties, increased pricing as device count grows with added features, late arrival of notifications, and a need for deeper filtering in reporting.
186 Twitter followers
Action1 is an autonomous endpoint management platform trusted by many Fortune 500 companies. Cloud-native, infinitely scalable, highly secure, and configurable in 5 minutes—it just works and is always
Action1 is a software tool used for managing updates, vulnerabilities, and remote control of endpoints in a network. Reviewers frequently mention the ease of use, the ability to manage updates and vulnerabilities efficiently, and the free access for up to 200 endpoints. Users reported issues with the remote control feature being slow, the lack of a mobile application, and difficulties in adding custom software.
589 Twitter followers
PDQ Connect keeps your Windows & macOS devices patched and secure, no matter where they are — no VPN required. Take full control of your fleet while reducing tedious, repetitive tasks. Free time l
PDQ Connect is a software solution that identifies vulnerabilities and enables teams to deploy patches and updates, while also providing remote support and inventory management. Users frequently mention the ease of use, the ability to manage and deploy software remotely, and the valuable support channels such as the Discord server and YouTube channel. Users reported issues with software updates not working, limited scanners compared to PDQ inventory/deploy, and difficulties in converting and configuring nested packages from the old system.
980 Twitter followers
BeyondTrust Remote Support (formerly Bomgar Remote Support) is the #1 solution for leading enterprises to accelerate and secure your service desk with centralized, efficient, and secure access for ser
BeyondTrust Remote Support is a software that provides remote access and support capabilities, with features such as chat functionality, command line feature, file sharing, and cross-platform support. Users frequently mention the software's strong security, ease of use, reliable remote access, and the ability to work together within a team, as well as the helpfulness of the support team. Reviewers noted some issues such as an outdated interface, too many pop-up windows, occasional slow performance, and a high cost compared to other tools.
14,337 Twitter followers
ScreenConnect delivers fast, flexible, and secure remote desktop and mobile support solutions for every industry and need. With ScreenConnect, IT teams can raise the bar for remote support and re
ConnectWise Control is a software that provides remote access capabilities, allowing users to connect to various devices and perform tasks remotely. Reviewers appreciate the software's fast and reliable remote access, its ability to work smoothly on low bandwidth, and its strong security features that provide confidence during sensitive remote work. Users experienced occasional session drops that can disrupt workflow, a complex setup process for non-technical users, and limitations on advanced features unless upgraded to a higher plan.
14,943 Twitter followers
Splashtop Remote Access provides secure, high-performance remote desktop connections for business professionals and teams to work from anywhere, using any device. With security and advanced productivi
Splashtop Remote Access is a tool that provides features like file transfer, chat, and multi-monitor support for remote work. Reviewers frequently mention the ease of use, the ability to see the last time a user has logged in, the speed and simplicity of the tool, and the high level of security as positive aspects of Splashtop Remote Access. Reviewers noted issues with inconsistent connection stability, limited advanced features, a less modern user interface, and difficulties in managing large teams that need fine access to various groups.
5,220 Twitter followers
Splashtop Remote Support is a comprehensive solution for helpdesks and IT teams combining remote support, endpoint management, and security. It offers multi-platform attended and unattended access, ef
Splashtop Remote Support is a tool that provides remote access to clients' systems, allowing for efficient management and support. Users like the ease of setup, the ability to connect to remote computers via SOS, the option to install the unattended client, and the flexibility to support customers worldwide, even those not previously connected. Users experienced high licensing costs, occasional sign-on issues, difficulty with specific graphics drivers, and a lack of fine-grained customization for larger enterprises.
5,220 Twitter followers
ISL Online is remote support and remote access tool with a rich set of features and very high-security standards. ISL Online allows users to securely access and control remote Windows, Mac and Linux c
ISL Online is a remote access tool that allows users to connect to and control remote devices for support purposes. Reviewers frequently mention the ease of use, the ability to group customers into lists for effective management, the quick and reliable connection, and the seamless support for Multi-Factor Authentication (MFA). Users mentioned issues such as stability problems requiring the tool to be closed down or reopened, difficulty in accessing the backend, complex configuration settings, and occasional glitches when connecting to Mac systems.
980 Twitter followers
Syncro is a unified IT and security operations platform that acts as a force multiplier for IT departments. By bringing endpoint management, service desk automation, and Microsoft 365 security into a
Syncro is an IT management tool that provides functionalities such as PSA, Endpoint management, scripting, PowerShell, ticketing, and automation for IT companies. Reviewers appreciate Syncro's all-in-one nature, its robust automation capabilities, the convenience of having several different softwares integrated into one space, and the strong support from the Syncro team. Users reported issues with the user interface for remote desktop, limitations in the mobile app, difficulties with the initial setup, and a desire for more advanced features in automation and scripting.
Learn More About Remote Support Software
What is Remote Support Software?
Remote support software is software used by IT technicians to provide real-time support to both internal and external users’ computers and other devices from a remote location. It utilizes the internet to connect to computers and devices at any location to perform both troubleshooting and administrative tasks.
These platforms leverage remote access software to give instant access to IT technicians from any place, at any time. During a remote session, the technician can take the charge of the remote system and perform the intended tasks.
With many employees working remotely, it is challenging for IT technicians to provide in-person assistance. Remote support solutions make it easier for both parties to keep the systems updated and risks at bay. The purpose of the software is to ease the overall process of troubleshooting and maintaining both company and end-user devices.
What Types of Remote Support Software Exist?
The types of remote support systems are usually determined by whether the end user is present at the remote device during a session provided by an IT technician.
Unattended remote support
Unattended access is when an IT technician can connect to a remote device without the presence of the end user. To make this possible, support teams deploy an agent app on all the remote devices. IT technicians can connect to any remote device at any given time using this agent app.
Attended remote support
This type of remote IT support is often referred to as on-demand or ad-hoc support. It is a type of support where the end user requests assistance from the support team. Unlike unattended support, this type of software does not require any prior setup. Methods of authorization vary in different solutions. In this type, the end user needs to generate a session code. Then it is shared with IT technicians who help the team gain access to the end-user device.
What are the Common Features of Remote Support Software?
Remote support software has reformed the IT support industry in more ways than one. While in a session, a technician can always access the remote device using these tools. To provide enterprise-grade support to the customers remotely, below are some must-have features in a remote support solution:
Remote access and control: This feature forms one of the basic requirements of any remote support system. It helps the technician view and control remote devices. Remote diagnostics can also extract information about remote devices, including device name, IP address, event logs, and running processes.
Unattended remote access: This feature allows the technician to access the client’s device remotely even without the end user present. Without unattended access, the client needs to perform the simplest of the functions like software updates. This can be inconvenient for both technician and the client. Technicians can also perform maintenance when the end user is away from the device to minimize their idle time.
File sharing: This feature helps in solving common issues like replacing outdated files, corrupt files, and files containing malware. It also makes it easy for the technicians to access files on the remote computer. There are generally two types of file transfers: first, the IT technician transfers files to a remote device. This allows the software to be installed directly. The second type is when the file is sent to the client via chat and then the installation can be done by the client himself.
Multi-monitor navigation: Multiple screens can be viewed using the same screen setup. During a remote IT support session, accessing multiple screens connected to a remote system could be a challenge. This feature allows instant sharing of data between monitors which can reduce the session time significantly.
Screen sharing: This feature allows sharing the screen of the end user to other IT technicians or support team members if required. It also helps technicians add annotations to enhance support or training processes.
Security: With the current advancements in technology, there is always a threat of customer data getting attacked by cybercriminals. It becomes necessary to have built-in security features. This provides users a secure remote access to the systems.
Branding and customization: Remote support solutions coming from a well-known brand are always preferred by organizations. This provides a sense of trust amongst clients, and customization makes the use of remote support software feasible.
Visual communication options: Part of the frustration with remote IT support comes from not being able to physically indicate things: one cannot point to a part of the screen, and gesturing doesn’t help either. Remote support solutions offer visual communication options like chat, annotations, and pings so that even if the user and support personnel aren’t in the same room, information can be communicated effectively.
Encrypted viewership: The user who is on the receiving end of remote assistance can attest to the experience of feeling vulnerable. Another user using their device, with full remote access to their data, using their device almost freely. Remote support software offers data encryption so that the connection is secure and no data is misplaced.
Cross-platform support: Managed services providers (MSPs) usually have a huge customer base. It is crucial to have a cross-platform support feature in the remote assistance software. At the minimum, it should support Windows, Linux, and macOS devices. Ideally, remote support tools should also support iOS and Android mobile devices.
Session recording: This feature helps the users record and store sessions for training activities. It can help hire new technicians in IT teams quickly and easily.
Other Features of Remote Support Software: Advanced Security Features
What are the Benefits of Remote Support Software?
With advancements in technology, the need for installing remote IT support software is also on the rise. The software benefits both the admins and the users in the following ways:
Saves time: Remote support solutions support analysts and administrators who no longer need to physically go from desk to desk or location to location to provide troubleshooting and administrative assistance.
Saves cost: The cost of employing on-site support teams for every location serviced can add up quickly, especially when different locations require technical support at different rates. Remote support software allows companies to centralize their IT support teams in one location that can serve every user, saving the cost of keeping support staff on site at every location.
Increases support efficiency: Because devices can be accessed remotely at any time, troubleshooting and administrative tasks can be performed either at the convenience of the user or while the user is away, which can prevent disruption to daily workflow.
Streamlines remote work for employees: Due to the COVID-19 pandemic, many organizations have switched to remote work. With remote access, employees can work safely on any device, platform, or network. Remote desktop functions allow them to remotely access important files and share their screen for online meetings.
Helps maintain a ticketing system: Allocating docket numbers to each query has a huge impact on customer service. It helps in tracking and solving issues at the earliest. This ultimately helps in achieving customer satisfaction.
Who Uses Remote Support Software?
With more people working from home, tools that support remote work have become increasingly important for many organizations. With the future workforce becoming decentralized, here are the types of users of remote support software:
IT technicians: They are the internal users of remote support systems. They use this software to assist other staff members of the organization internally.
Customers: For the companies that supply the remote support software, customers are the external users of the software.
Software Related to Remote Support Software
Related solutions that can be used together with remote support solutions include:
Remote desktop software: It allows technicians to connect to the other device in a remote location. Remote support software facilitates this further, providing more extensive functionalities designed towards helping users and performing troubleshooting, maintenance, and other administrative tasks on those desktops.
Help desk and service desk software: Remote support software pairs extremely well with help desk and service desk software for IT support teams. Help desk software helps provide a customer with information and support regarding a company’s products or services. The inquiries are submitted using multiple channels including email, phone, or social media. Service desk software provides incident tracking, user connectedness, and even knowledge management, where remote support solutions then come in to help support analysts provide the user with the assistance they require.
IT management software: Remote support software will generally be paired with, or even rolled up under IT management solutions. While remote support solutions can function as standalone products, pairing them with IT management solutions can diversify their use cases and help companies offer a greater depth of service.
Challenges with Remote Support Software
This software solves many issues of IT assistance. However, it inevitably comes with its own challenges. Below is a list of commonly witnessed challenges within remote support systems:
Connectivity issues: Because the support in this software occurs entirely through an internet connection, connectivity issues can end up bottlenecking the support experience. If implementing a remote IT support solution, users must be sure that network connectivity for the end user and support technicians can be maintained to the best possible standard.
Hardware dilemma: What if the issue isn’t the device’s software, but a physical issue with the device’s hardware? Unfortunately, remote support software loses capability there. Because support happens remotely and excludes hardware, companies may end up trading quicker software support times for slower hardware support.
Privacy: Taking control of another person’s computer remotely comes with a certain privacy risk. In the wrong hands, losing control of one’s own computer means entirely compromised data on the computer or an entire network. It’s important for companies implementing remote support tools to utilize strong endpoint protection software to protect internal devices.
Which Companies Should Buy Remote Support Software?
Small businesses: Since budgets are a constraint for small businesses, maintaining a large IT support team is a challenge. With a small team, assisting all employees in person is difficult. This is where remote support software plays a major role. It lets one technician manage multiple tasks concerning remote devices.
Enterprises: Enterprises have a large number of employees. With a different setup, such organizations need a varied set of features with their system. With branding and customization, it is possible to get a whole new version of any remote support software.
How to Buy Remote Support Software
Requirements Gathering (RFI/RFP) for Remote Support Software
Before starting to look for a suitable remote support solution, it is important to understand the needs for which the software will be used. Internal uses of the software could be limited to the staff of the organization, whereas external uses could help serve clients at remote locations. It can also be interesting to know which devices the software supports at the organization.
Compare Remote Support Software Products
Create a long list
This is the stage when the organization can have a look at different vendors offering various features. Making a long list of vendors helps in distinguishing the software closely matching the requirements.
Create a short list
After the team understands the offerings by all the vendors in the list, the best fits are shortlisted. This gives the team a better perspective for evaluation. The shortlist can also be created based on factors like the user friendliness of the software, security provided by the vendor, and types of customer support available (live chat, mobile, Twitter).
Conduct demos
Demos are a great way to verify the offerings promised by the vendor on paper versus actual implementation. Demos can help provide the technical team or the team who will use the software an understanding of how the software works.
Selection of Remote Support Software
Choose a selection team
A winning team would usually consist of a security expert to decide on the ease of use of the software, IT technicians who would be handling the software, a legal team for the contractual agreements, and finally the decision makers of the organization.
Negotiation
Depending on the budget that is allocated at the beginning of the remote support software buying process, the team can discuss the price range with vendors. The software comes in licensed prices which gives companies a scope to negotiate since the pricing goes per user.
Final decision
This is the final but the most crucial step of the remote support software buying process. The team decides to purchase the software that provides the highest value and lies in the best interest of the organization. While doing so, it is recommended to inform the vendors that have not been shortlisted about the organization’s decision of going ahead with other vendors.
What Does Remote Support Software Cost?
There are different models of remote support solutions, depending on which the cost is determined. The cost of the software depends on factors like the number of users, technology complexity, number of apps supported, and number of locations.
Return on Investment (ROI)
A major concern of most small companies is meeting vast industry-specific IT needs. In such times, investing in buying a remote support software could prove a real challenge. However, looking at the returns that the solution provides makes it easier to make buying decisions. Depending on the needs of the organization, remote support software usually comes in two models: the break-fix model and managed IT services.
Remote Support Software Trends
Clientless remote support
With remote support software adopting the Internet of Things (IoT), Artificial Intelligence (AI), and Machine Learning (ML), the technicians will be able to use the software with ease. The algorithm trained to take the actions when required should eliminate the need of the end user being present at the device while the assistance is being provided.
