Remote Support Software
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FixMe.IT is a remote support software that enables users to connect to any remote computer. It caters to users from sole proprietors to global corporations across multiple sectors and industries. FixMe.IT features include mul...Read more about FixMe.IT
ISL Online is a remote support solution for virtually all industry verticals including healthcare, information technology, universities, government, and banks. The solution supports Windows, Mac and Linux operating systems. It all...Read more about ISL Light
PAM360 is a web-based privileged access management (PAM) solution that defends enterprises against privilege misuse by regulating access to sensitive company information. Through powerful privileged access governance, smoother wor...Read more about ManageEngine PAM360
Impero Connect (formerly Netop Remote Control) is a remote access solution that’s purpose-built for security. Support any device or server, from desktops and smartphones to highly sensitive ATMs, POS machines, smart factory device...Read more about Impero Connect
RemotePC is a cloud-based and on-premise remote access management solution designed to help businesses communicate with clients, transfer files and manage applications across various remote devices. The platform offers one-time ac...Read more about RemotePC
SysTrack is an on-premise and cloud-based solution that helps businesses collect data from various endpoint environments to streamline operational processes across the organization. IT professionals can monitor end-user data segme...Read more about SysTrack
Fixzy remote assistance is a powerful solution to provide guided remote assistance around the world. With our collaboration with Edinburgh Uni to develop computer vision models and access to AR tools including 3D room plans, accur...Read more about Fixzy Assist
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge...Read more about Freshservice
Atera is a cloud-based end-to-end IT management software solution geared to small to midsize businesses in the IT sector. It includes functionality for time tracking, expense tracking, billing and invoicing, help desk and knowledg...Read more about Atera
BeyondTrust Remote Support helps you to support all of your systems over the web, even if they are behind firewalls you don't control. BeyondTrust Remote Suport works across Windows, Mac, Linux, Android, iOS, and Chrome OS. Access...Read more about Remote Support
Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across various industries. It provides a central console for managing IT operations including handling complaints, ticketing, aud...Read more about Kaseya VSA
NinjaOne (formerly NinjaRMM) is the leading unified IT operations solution that simplifies the way IT teams work. With NinjaOne, IT teams can manage all their endpoints and support end-users within one fast, modern, intuitive plat...Read more about NinjaOne
TeamViewer is an online meeting and video conferencing solution that connects any PC, mobile, and server to each other globally. The solution is available in nearly all countries and supports over 30 languages. TeamViewer is suita...Read more about TeamViewer
ConnectWise Control is cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for technicians and customers, enabling th...Read more about ConnectWise Control
Aeroadmin is an on-premise remote support platform. This solution allows businesses to provide remote support for IT tasks as well as monitor employee activity. Aeroadmin’s contact book feature allows users to store remote compute...Read more about AeroAdmin
VNC Connect allows businesses to download and share files instantly using the cloud or through direct line (LAN) activity. VNC Connect’s key features include intuitive remote control, cross-platform support, attended and un...Read more about VNC Connect
LiteManager is a classroom management solution that helps businesses manage and supervise work activities of employees operating from remote areas in real time. The program also lets teachers and students carry out daily classes t...Read more about LiteManager
AnyDesk is a remote support solution that helps users access files and documents on any device across multiple locations. Key features of this platform include online collaboration, file sharing, access control and personalized us...Read more about AnyDesk
ITarian is a cloud-based IT and remote access management solution designed to help organizations connect with clients/employees to monitor devices, troubleshoot issues and handle operations. The patch management functionality lets...Read more about ITarian
N-able Take Control and Take Control Plus are cloud-based remote control solutions built for MSPs and IT service businesses that need to securely access and troubleshoot end devices quickly with fast, powerful tech tools. With sup...Read more about Take Control
Popular Remote Support Comparisons
Buyers GuideLast Updated: November 01, 2021
If your small to midsize business (SMB) serves a global customer base and has remote employees working out of different locations, you will invariably have to manage technical support for tons of different applications and devices. As a result, offering on-site support becomes a drain on the company's resources.
This is where remote support software steps in, allowing a small IT team to check and fix errors with many different systems—including laptops, desktops, servers, mobile devices and more.
However, selecting the right remote support solution, among the many available in the market, means understanding the differences in pricing, functionality and other parameters. This Buyer's Guide intends to offer you exactly these insights and help you make a better purchase decision.
Here's what we'll cover:
What Is Remote Support Software?
Common Features of Remote Support Software?
What Type of Buyer Are You?
What Is Remote Support Software?
Remote support software allows you to access and control any device from a remote location. It is primarily used by IT support technicians to resolve the issues faced by end-users. A typical example is a seller of computer systems offering post-sales remote technical support to customers, or an internal IT team remotely configuring the devices of a geographically dispersed workforce.
The core functionality of remote support tools is gaining control and access of the remote device. Support technicians typically perform the following functions using these tools:
- Schedule attended and unattended sessions to remotely control and fix devices.
- Execute commands on the remote device during unattended sessions, such as software installations, patch management, file updates, remote printing, rebooting and server reconnection.
- Control the remote device during attended sessions in order to lock the end-user's mouse, turn the remote screen black and more.
- Share screens and annotations with end-users to explain issues, offer guidance on software usage and more.
- Remotely access multiple devices and screens during a session.
Common Features of Remote Support Software
Besides remote control and access, these solutions offer a range of features that come in handy when conducting remote support sessions. Here's a list of the most common functionalities:
|Remote diagnostics||Agents can pull up information about the remote device, including the device name, internal IP address, BIOS serial number, currently installed software, processes currently running and event logs.|
|Toolbox||Serves as a repository of frequently executed tasks, allowing support agents to install a common file or patch to many systems at once.|
|Chat||Allows agents to communicate with end-users during attended sessions using real-time or canned responses. Also useful for collaborating with other support reps or escalating a session to an expert.|
|File sharing||Perform two kinds of file transfers: First, directly transfer a file from the local to the remote device, including direct installation of software patches. Second, share files over chat with the end-user, who can then add the file to a desired location.|
|User management||Centralized repository of customer details, support agent accounts and log management. Helps in organizing remote sessions more efficiently and allows administrators to assign role-based permissions to different support agents.|
|Cross platform||Allows technicians to conduct remote sessions regardless of the differences in operating software of the local and remotes devices. This means support agents can remotely control a Mac, Linux, Windows, Android or iOS device using a desktop, laptop, tablet or smartphone.|
|Branding & customization||Offer businesses white label options. Users can change the CSS to customize the look and feel of the tool—this includes adding company logos and changing the colors. It's also possible to change the language and add more functionality to the tool via plugins.|
|Session audits & monitoring||These are activity reports of support agents during remote sessions, which help businesses meet compliance requirements and understand agent performance. Includes details of sessions such as end-user details, system information, chat transcripts and video recordings of entire sessions.|
|Mobile applications||While most remote solutions are cross-platform compatible, there are typical functionality and usability limitations when these tools are accessed from mobile devices. Some remote solutions offer native Android and iOS applications that allow agents to conduct remote sessions without worrying about functionality or usability issues.|
|Audio/video calls||Certain remote solutions offer VoIP calls that enables agents to speak with end-users through microphone-enabled devices. Likewise, video calling can be used to conduct online meetings and conferences.|
What Type of Buyer Are You?
Before you invest in a remote support solution, you should evaluate and understand your business needs. Below are the three categories of buyers and what they should take into consideration when purchasing a remote support tool.
Enterprise buyers: Large organizations should ideally go for feature-rich tools that are flexible in terms of functionality and offer integrations with third-party tools.
In this regard, plugins and software bundles become important as this allows users to expand the tool's functionality. For instance, a common tool that comes bundled with remote support solutions is network monitoring software, which is an important solution for organizations with large internal networks (LAN) and server systems that need close monitoring.
In addition, it's essential that the remote solution integrates with third-party tools such as CRM software, project management solutions, ticketing systems and other solutions that your organization is currently using. This ensures that there are no hassles, while importing or exporting data between these different systems.
Growing and small business buyers: The choice for SMBs is not so straightforward when it comes to purchasing the ideal remote software solution. Here are some things to keep in mind, while buying one:
- Pricing considerations: Remote support solutions come with a one-time license fee and a monthly subscription-based pricing. The one-time license fee is suitable for businesses that have their own data center and an IT team to maintain the software. The subscription-based pricing is for businesses who want a fully-managed solution; however, since the pricing is usually calculated as a per agent license, the costs quickly add up as your business grows.
- Functionality considerations: Small businesses need to carefully analyze the functionalities that remote solutions have to offer. While you don't want to endlessly pay for functionalities that you won't use, you need to at least ensure that the tool has the features you need. Here are some questions that can help you understand your requirements:
- Do you have the need for scheduling unattended sessions?
- Do you need to bill clients for your services?
- Will you use the tool for online meetings and video presentations?
Best-of-breed buyers: Remote support software can also be used for other purposes than technical support. For instance, you can use it as a tool to remotely access and use an application installed in a different device. Likewise, you can create online video presentations, conduct online meetings and much more.
There are many remote support applications which focus on such niche use cases. Remember to compare the functionalities of different solutions before you make your decision.