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Our remote support software reviews are the result of over 40 hours of research on 70+ remote support software companies from across the web. These reviews and our remote support software guide help small businesses and startups find the best remote support software for their business.
BeyondTrust Remote Control allows users to securely access and support any Windows, Mac, Linux, Android, or iOS device or system globally. Users can fully interact with remote desktops, troubleshooting issues and controlling the device to fix end systems on or off their network. BeyondTrust allows remote control through screen sharing when the end user is present and unattended access to access desktops when end users are away. Key features include:
Remote access through browser-based console or mobile app
File transfer to send/receive files between devices
Wake-on-LAN support to power systems on/off remotely
Chat support can elevate to screen sharing and remote control
Customization to maintain corporate branding standards and create trust
Permissions administration to manage users, roles, and session permission settings
Real-time reporting and detailed video log of session activity
Session recording creates an audit trail to fulfill compliance requirements
Integrations with popular platforms and open API to create custom integrations
ConnectWise Control software provides on-demand remote support and unattended access to repair computer systems, provide updates, or otherwise manage equipment. Users can remotely view and control devices from anywhere with an internet connection using two-factor authentication and AES-256 encryption to safeguard security. ConnectWise Control has over 120 integrations and extensions to customize users’ remote support experience.
ConnectWise Control Support gives users full remote control of a client’s desktop or internet-connected devices to solve tech issues. ConnectWise View lets technicians and their end users engage in real time through a livestream session. Users can also generate reports to track connection activity, session events, recently active technicians, etc.
ConnectWise Control Access provides users with unattended access and device management to control a client’s desktop or device and provide tech support without disrupting the end user or their work. Its endpoint management features let users monitor, manage, and troubleshoot devices completely in the background.
FixMe.IT is a remote support application for on-demand and unattended technical assistance. It lets users connect to and manage an unlimited number of remote computers simultaneously. FixMe.IT also allows two-way desktop sharing, so users can share their own screen with remotely connected desktops. Other key features include:
Drag-and-drop file and folder transfers to/from remote desktops
Shared clipboard data between user’s and remote client’s computers
Instant live chat to communicate with remote clients
Session reporting to track time spent supporting customers and generating reports
Video session recording for auditing and training purposes
Multi-window control to view, control, and switch between all connected remote desktops
Reboot and automatically reconnect with remote computers without losing active support sessions
FixMe.IT uses 256-bit SSL encryption technology to ensure security and confidentiality during all remote support sessions. It further strengthens security with optional two-factor authentication and ensures full compliance with PCI, HIPAA, and GDPR regulations.
GoToAssist Remote Support is a cloud-based software that lets support professionals resolve technical issues remotely using screen sharing, screen control, mouse and keyboard control, and other remote support tools. Users can deliver on-demand support or access unattended desktops and servers with unlimited end-user support sessions started from a browser or desktop application. Core features include:
Send or receive file transfers in live or unattended support sessions
Remote diagnostics access hardware and software configurations
Multi-monitor navigation switches between all remotely supported monitors
Multi-session support of up to 15 simultaneous sessions per technician
Log-in as administrator to perform system commands and reboot computers
Transfer remote support sessions to other team members
Share unattended machine access with other team members
Session recordings for active support and chat sessions for auditing and training
Session reporting creates reports on all support activity, including session durations, customer names, and related notes
Goverlan Reach remote support software lets users securely support and manage all internal and external devices with on-demand assistance, unattended access, and unlimited internal manageable endpoints. Users can import the efficiency of their remote IT support and administrative operations for standalone users, workgroups, or entire Active Directory sites. Core features include:
Background IT support and management without interrupting remotely accessed user’s work
Multi-machine screen monitoring to view multiple systems simultaneously
CPU, disk memory, and network activity monitoring to detect performance issues
Transfer files to/from remote desktops using configured drop zones
VoIP chat or text sessions between user and remote desktop operator
Screenshots and video capture of end user’s screen to record sessions
Create custom layouts of groups of screens and machines
Share screen and screen controls with multiple support members for collaborations
ISL Light is a web-based remote desktop software that enables users to access and control any Windows, Mac, or Linux computer from any computer or mobile device and provide IT support. Users have remote desktop control and unattended access with support for mobile devices. ISL Light offers a cloud-based or on-premises license, with all features included on both plans, including unlimited sessions, managed computers, and operators. Key features include:
Screen sharing with session transferring and multiple operator access
Multiple remote monitors displayed on a single screen or separate windows
Drag-and-drop files from one remote monitor to another
Route Microsoft Remote Desktop Protocol through a secure ISL Online tunnel
Start remote desktop sessions from a live chat
Manage help desk operators centrally
Optimize performance with live monitoring and reporting features
Kaseya VSA is a remote monitoring and endpoint management solution with remote control software that allows technicians to connect with end users and remotely access, troubleshoot, and manage their devices.
With Kaseya Live Connect, technicians can connect in stealth mode, allowing them to access endpoints without disrupting end users. Remote Control provides direct console access on the endpoint where the technician can work collaboratively with the end user. Private remote-control sessions can be established on Windows-based servers and let technicians control the machine without accessing the console.
Shadow end-user terminal server sessions
Multi-display setups to view every supported screen
Manage devices anywhere, including behind firewalls
Role-based and policy-based controls over who has authority to access endpoints
One-click script execution to resolve common issues before end users are affected
Latency stats determine connection strengths and impact
View and edit Windows Registry Keys
View endpoint details including running processes, CPU and RAM usage, system events, user information, network information, and more
Technicians can also track and report on remote-control sessions to maintain regulatory compliance requirements. Reports can be created by administrator or machine and per month, week, or day to create an accurate access history.
LogMeIn Rescue is a cloud-based remote support software that allows users to provide technical support to their customers, employees, or both. Rescue works with PC, Macs, and mobile devices, providing on-demand and unattended access support solutions. Remote control lets technicians take over the end user’s device and platform tasks to provide service while the user is present. Unattended access allows technicians to connect remotely when no user is present to fix issues during user downtime. Other core features include:
Remote diagnostics provide a quick summary of applications, processes, and services to identify issues faster
Multi-session handling allows simultaneous remote support by toggling between up to 10 sessions at once
Technician collaboration lets users bring in expert technicians internally or externally to solve complex issues
Instant chat allows remote support members to communicate directly with end users
Instant reboot and immediate reconnect capabilities provide interruption-free support during remote support sessions
Pulseway is a remote monitoring and management software that enables IT techs and managed service providers to monitor and manage Windows, Mac, Linux, and network devices and virtual environments from the software’s app or a web browser. It gives users complete control over workstations, servers, and applications from one central interface, from anywhere, using any desktop or mobile device. Core features include:
Unlimited remote control concurrent sessions
File transfers that enable sending and receiving files from source and destination computers
Instant connections to any active user session to take control of the computer
Multi-screen accessibility with ability to toggle between views
Complete control to restart systems and services, issue commands, work with individual files or applications, and check utilization
Real-time chat with end users initiated on either end to enable collaboration
Custom, detailed reports to track remote support activities to stakeholders
NinjaRMM is an all-in-one remote monitoring and management software that provides intuitive endpoint management tools to managed service providers and IT professionals. It offers multi-platform management with instant access to Windows, Mac, Linux, VMWare, or SNMP devices within the same built-in endpoint management toolset without interrupting end users. Remote control solutions enable technicians to access and take control of attended or unattended endpoints using a fast, stable, and secure connection.
NinjaRMM can also give end users secure remote access to their on-premises workstations and networks from anywhere, which is ideal for mobile or work from home employees. Set permissions and action logs ensure access is only granted to users with appropriate permissions to assigned endpoints. IT techs can also audit device access to confirm employees are accessing the right equipment and staying productive. NinjaRMM ensures internal and external endpoints are kept secure during remote access sessions with TLS and 256-bit encryption.
SolarWinds Dameware Remote Support is an on-premises software designed to simplify remote IT administration tasks. It lets users connect to remote computers while end users are present, make unattended connections to fix issues while end users are away, and utilize Intel vPro AMT technology to wake up sleeping computers or reboot powered-down computers. Key features include:
Remote access to Windows, Mac, and Linux systems
Remotely reboot systems and start/stop services and processes
File transfers to remote computers
Built-in remote administration tools
One-click screenshots of remote desktops
Live chat with end users while troubleshooting
Mobile remote support from iOS and Android devices
Remotely manage Active Directory domains
Smart Card logon for secure two-factor authentication
Dameware Remote Support licenses come with one-year free maintenance and 24/7 customer support. An annual renewal fee is required for continued support and an upgrade to the latest version. SolarWinds also offers Dameware Remote Everywhere, a lightweight cloud-based version.
Splashtop Remote Support provides remote unattended access any time and limited user-present remote support. Users can access Windows workstations and servers and Mac and Linux computers using any Windows, Mac, Android, iOS, or Chromebook device and from any Chrome browser. All plans include unlimited technicians, concurrent sessions, and support. Key features include:
Multi-to-multi monitoring to view multiple remote screens from multi-monitor systems simultaneously
Drag-and-drop file transfers between computers even without starting a remote session
End user chat while in or outside of remote session
Remote reboot in normal or safe mode
Remote wake through Wake-on-Lan to boot a powered-down computer
Remote print files on a remote computer to a local printer instantly
Session recording to save remote access session details
Splashtop remote sessions are securely protected by TLS and 256-bit AES encryption, two-step verification, device authentication, and GDPR, SOC 2, and HIPAA standards compliance. All connections, management events, and file transfers are logged.
Pros & Cons
Offers free 7-day trial
Includes core remote access features
Users report that processes like file transfers can be slow
Surfly is a co-browsing and collaboration platform primarily used by customer support and sales representatives. It allows users to launch co-browsing sessions to instantly connect with remote customers and physically view customers’ issues. Software users and their customers can navigate the web together in joint sessions with face-to-face video chat for a visual connection. Key features include:
Document sharing for online collaboration
Control switch allows users to either lead or follow in controlling a website
Field masking to protect personal information inputted during a session
Audit log to track all session actions for accountability
Customizable user interface for branding purposes
Users signing up for the Business plan can completely integrate
Surfly into their own websites to eliminate the need to switch platforms to initial co-browsing. Surfly co-browsing sessions are kept secure with 256-bit SSL encryption and optional PCI and/or HIPAA compliance.
TeamViewer is a remote access and support software that runs on all desktop and mobile platforms and connects to any PC, device, or server on any platform globally. Users can access, monitor, control, and repair computers and mobile devices from anywhere, anytime. TeamViewer provides centralized management and allows multiple users to connect to multiple workstations. Other core features include:
In-session collaboration by inviting co-workers to join active sessions
Session transfer to hand off sessions to other tech support for escalated issues
Wake-on-LAN to wake up computers in sleep mode or boot powered-down computers
Black screen turns remote screen black to keep work sessions private
Customized modules to add company colors and/or logo for branding
Prebuilt integrations with popular business applications
Session recording logs all connections for user and device reporting
TeamViewer remote connections are kept secure with end-to-end encryption with 4096-bit RSA and 256-bit AES, and GDPR and HIPAA compliance.
Zoho Assist is a cloud-based remote access and support software that enables users to assist their customers anywhere in the world. Remote support sessions while the end user is present can be set up on-demand or ad-hoc. Software users can also set up unattended access to manage desktops when end users aren’t present. Core features include:
Multiple monitor support to navigate between monitors connected to the remote computer
File transfer to send patches, updates, or files to remote computers during live sessions
Reboot and reconnect to remote computers without losing session control
Built-in chat window to stay connected during remote sessions
Voice and video chat to interact with end users and resolve issues faster
Session transfer to invite another technician to resolve escalated issues
Zoho Assist transmissions are kept secure through SSL/256-bit AES encryption protocols. Zoho integrates with top service desk, help desk, and CRM solutions to enhance functionality.
Pros & Cons
Free plan available
No remote printing for Standard
Session recording for Professional and Enterprise only
Integrations: Zendesk, ServiceNow, Jira, Freshdesk, Spiceworks, Google Suite, and others
How We Chose the Best Remote Support Software
Remote support software allows IT technicians to connect to their clients’ computers remotely via the internet, access their computer systems, and fix issues or provide other types of support. Remote access IT support can be less expensive than in-person support and less frustrating than guided support over the phone. There are a multitude of remote access software companies, all promoting the latest features and services. We evaluated companies on important remote support features, integrations, and reporting capabilities for our list.
Remote Support Features
Remote support software should be packed with useful features, such as screen sharing to allow technicians to see a remote computer’s screen and screen control to allow technicians to control computer functions remotely. Session recording is another vital feature that records a remote support session and lets a user go back and correct previous changes if something goes wrong. These are just some of the core features we recommend when comparing remote support software features.
Ideally, remote support software will have pre-built integrations with popular teleconferencing, service desk, CRM, and other platforms to perform additional tasks to save time and money. The software should also include open API to provide custom integration capabilities that create a seamless remote support experience. We looked for remote support solutions that provide cross-platform access and seamless integrations with favored third-party applications.
Detailed reports help the user measure and improve their remote support efforts. Remote access software clients may use reports to identify unique users, determine which systems were connected, and chart the actions taken over remote connections. Reports can also be used to create audit logs and fulfill compliance regulations. We focused on remote software with robust reporting capabilities.
What Is Remote Support Software?
Remote support software lets IT technicians and managed service providers connect to a remote computer over the internet to provide necessary support. Once connected, users can access and control all the functions of the remote computer to fix issues, provide updates and patches, or complete other required tasks. Advanced screen sharing tools let the users see the end user’s screen, and some allow interactive two-way screen sharing. Most remote support software allows users to connect to and control multiple computers simultaneously.
Remote support software usually offers on-demand and unattended solutions. On-demand remote support, also called attended support, connects to a desktop while the end user is present. Attended support allows both parties to interact, which often helps find issues quicker and boosts customer satisfaction.
Unattended support allows technicians to connect to a computer when the end user isn’t present, enabling them to fix issues anytime and without disturbing the client. This service is ideal for system maintenance and ongoing updates installed during an end user’s downtime. Whichever category of remote support is provided, these solutions cut costs by eliminating the need for a technician to physically travel to an end user’s location while providing faster customer support responses.
Benefits of Remote Support Software
Remote IT service makes support more readily available any time and from anywhere, which can more efficiently meet the internal needs of a business or provide tech support to a business’ customers. Remote support software makes this service possible and provides a wide range of benefits, including:
Instant support: One of the biggest benefits is how quickly IT professionals can respond to requests for assistance. Instead of wasting time traveling to the physical location of a computer, they can connect instantly over the internet and provide immediate support.
Reduced costs: Businesses eliminate travel costs and can handle more service requests in less time and with fewer staff members. IT staff has more time to address issues and can address multiple issues simultaneously because remote support software generally allows users to connect to multiple computers at once.
Less disruptive: Many remote support software allow the tech to work in the background, so some issues can be taken care of without the end user even being aware it’s going on. This also lets the end user continue working without being disturbed.
Must-Have Features for Remote Support Software
Like any software, there are certain features that make remote support software more valuable to the user. Since the core function of this software is to access computer systems remotely, the first must-have feature is remote access screen control; otherwise, the platform is useless for remote support. Some other must-have features include:
Screen sharing: Without the ability to share the end user’s screen with the tech’s computer, the tech can’t see what’s going on to fix issues of unknown origin. Two-way screen sharing can also be good for demonstrations, training purposes, and group meetings.
Session recording: Keeping track of everything that occurred during a remote session via a recording provides proof of what was done in case there’s a problem or questions later. Recorded sessions can also help with auditing and can serve as training materials for particularly complex issues that involved a lot of steps.
Integrations: To ensure report support software will fit with a company’s current workflows and digital environments, multiple integrations, connectors, and extensions are must-have features. Besides built-in integrations, good remote support software should also offer custom integrations through open API.
The Cost of Remote Support Software
Remote support software can have a variety of pricing models with a per-user/per-month model sometimes used, but more often, a monthly fee is charged with certain limitations. Most of the software on our list have monthly fees, but many of them cap the number of technicians, simultaneous sessions, concurrent users, etc. Most of them also have tiered plans that go up in price as they take away restrictions and/or increase features. The software providers on our list that offer free plans usually put major limitations on these plans that make them unsuitable for most commercial purposes.
Some software options with lower monthly costs have really low limits on their lower-tier plans, causing users to upgrade to higher-cost tiers to meet their needs. Alternately, some solutions with higher monthly fees may offer unlimited users, connections, sessions, etc., that make them lower in cost in the long run. The remote support software providers on our list run the gamut on pricing, with the lower-cost options having starting costs between $8 and $25 per month and the highest-cost options running $49 to $166 per month to start. Some also charge extra for certain features.