Our Top Picks

BeyondTrust Remote Control
Beyond Trust Remote Support
  • Deployment: Windows install, Mac install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Autotask, Freshservice, Salesforce, ServiceNow, Cherwell, Microsoft Dynamics, and others
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

Pros & Cons

Pros

  • Offers free 7-day trial
  • 24/7 support
  • Includes key remote support features

Cons

  • High cost
  • No diagnostic tools

Summary

BeyondTrust Remote Control
Beyond Trust Remote Support
  • Starting Price
    • $2
    • 097 1st year per concurrent license
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows install, Mac install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Autotask, Freshservice, Salesforce, ServiceNow, Cherwell, Microsoft Dynamics, and others
ConnectWise
ConnectWise Control
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Acronis, Freshdesk, Freshservice, SolarWinds, Zendesk, and others
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.

Pros & Cons

Pros

  • Offers free trial
  • Mobile apps available
  • Includes all key remote support features

Cons

  • Some features only available with premium plan

Summary

ConnectWise
ConnectWise Control
  • Starting Price
    • $19 for One
    • $35 for Standard
    • $45 for Premium
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Acronis, Freshdesk, Freshservice, SolarWinds, Zendesk, and others
Fixme-it
FixMe.IT
  • Deployment: Windows install, web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Users’ websites
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.

Pros & Cons

Pros

  • Offers free 15-day trial
  • Includes key remote support features
  • 24/7 live customer support

Cons

  • Doesn’t integrate with other apps
  • Pricing higher than most

Summary

Fixme-it
FixMe.IT
  • Starting Price
    • $30/seat/month
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows install, web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Users’ websites
GoToAssist
GoToAssist
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Slack, Okta, Azure AD, Google Suite, RSA, OneLogin
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

Pros & Cons

Pros

  • Offers a 7-day free trial and unique day pass
  • 24/7 live customer support
  • Includes all core remote support features

Cons

  • Only one monthly plan available
  • Monthly pricing on the high end
  • Additional fee for mobile device support

Summary

GoToAssist
GoToAssist
  • Starting Price
    • $69 USD for monthly plan
    • $9.95 USD for day pass
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Slack, Okta, Azure AD, Google Suite, RSA, OneLogin
Goverlan
Goverlan Reach
  • Deployment: Mac install, Windows install, iOS, Android
  • Support: Business hours, online
  • Integrations: ServiceDesk Plus, SolarWinds Service Desk, Cherwell, Freshservice, ConnectWise Manage, Zendesk, Freshdesk
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

Pros & Cons

Pros

  • Offers free 15-day trial and demos
  • Includes key remote support features
  • Multiple integrations with service desk apps

Cons

  • Extra fee for integrations
  • Monthly pricing per concurrent tech

Summary

Goverlan
Goverlan Reach
  • Starting Price
    • $29/mo for Standard
    • $69/mo for Professional
    • $129/mo for Enterprise
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, iOS, Android
  • Support: Business hours, online
  • Integrations: ServiceDesk Plus, SolarWinds Service Desk, Cherwell, Freshservice, ConnectWise Manage, Zendesk, Freshdesk
ISL-Light
ISL Light
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Autotask, BMC Remedy, ConnectBox, Zendesk, Webhook Listener
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
ISL Light maximizes security with two-factor authentication, end-to-end AES 256-bit encryption, external authentication integrations, automatic session recording, and exportable audit logs.

Pros & Cons

Pros

  • Offers free 15-day trial
  • 24/7 live customer support
  • Includes all core remote support features

Cons

  • 24/7 support costs extra
  • Unlimited simultaneous sessions cost extra

Summary

ISL-Light
ISL Light
  • Starting Price
    • $145 for pay per use
    • $469 for Cloud
    • $990 for Self Hosted
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Autotask, BMC Remedy, ConnectBox, Zendesk, Webhook Listener
Kaseya-VSA
Kaseya VSA
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS
  • Support: Business hours, online
  • Integrations: ITGlue, Kaseya BMS, Vorex, Azure AD, Unitrends BDR, Spanning O365 Backup, Passly, antivirus and antimalware solutions including Bitdefender, Webroot, Kaspersky and Malwarebytes
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.

Pros & Cons

Pros

  • Offers free 14-day trial and free demos
  • Includes core remote support features

Cons

  • No public pricing information
  • No survey or feedback tools

Summary

Kaseya-VSA
Kaseya VSA
  • Starting Price
    • request for pricing
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS
  • Support: Business hours, online
  • Integrations: ITGlue, Kaseya BMS, Vorex, Azure AD, Unitrends BDR, Spanning O365 Backup, Passly, antivirus and antimalware solutions including Bitdefender, Webroot, Kaspersky and Malwarebytes
LogMeIn-Rescue
LogMeIn Rescue
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS
  • Support: Business hours, online
  • Integrations: ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, Freshdesk, Autotask, HappyFox, Agiloft
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

Pros & Cons

Pros

  • Offers free 14-day trial
  • Includes all core remote support features
  • Multiple built-in integrations and open APIs

Cons

  • Only one pricing plan
  • Higher cost
  • Mobile support requires additional fee

Summary

LogMeIn-Rescue
LogMeIn Rescue
  • Starting Price
    • $149/month/user
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS
  • Support: Business hours, online
  • Integrations: ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, Freshdesk, Autotask, HappyFox, Agiloft
MMSoft-Pulseway
Pulseway
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Slack, Pagerduty, Zendesk, Autotask, Webroot, Kaspersky Labs, and others
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

Pros & Cons

Pros

  • Offers free account, demos, and 14-day trial
  • Includes many core remote support features
  • Has mobile apps and numerous integrations

Cons

  • No session recording

Summary

MMSoft-Pulseway
Pulseway
  • Starting Price
    • $17/month
  • Session Recording
    No
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Slack, Pagerduty, Zendesk, Autotask, Webroot, Kaspersky Labs, and others
NinjaRMM
NinjaRMM
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: TeamViewer, Splashtop, ConnectWise, Autotask, ITGlue, Webroot, Bitdefender, and others
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.

Pros & Cons

Pros

  • Offers a 14-day free trial
  • Lowest cost and all features included
  • 24/7 live customer support

Cons

  • Remote access requires integration
  • No session transfer

Summary

NinjaRMM
NinjaRMM
  • Starting Price
    • $3/month
    • Simple Per Device pricing model, pay as you go. Volume based.
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), business hours, online
  • Integrations: TeamViewer, Splashtop, ConnectWise, Autotask, ITGlue, Webroot, Bitdefender, and others
SolarWinds Help Desk Software Logo
SolarWinds DameWare Remote Support
  • Deployment: Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), online
  • Integrations: Apache, Docker, Microsoft SQL Server, MySQL, OracleDb, Redis, Varnish, and others
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.

Pros & Cons

Pros

  • Offers free 14-day trial
  • 24/7 live customer support
  • Has most core remote support features

Cons

  • No diagnostic tools
  • Annual renewal required to continue support

Summary

SolarWinds Help Desk Software Logo
SolarWinds DameWare Remote Support
  • Starting Price
    • $388 per install
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), online
  • Integrations: Apache, Docker, Microsoft SQL Server, MySQL, OracleDb, Redis, Varnish, and others
Splashtop
Splashtop Remote Support
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Bitdefender, Datto, Jira, Zendesk, OneLogin, Ivanti, and others
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

Pros

  • Offers free 7-day trial
  • Low cost
  • Includes core remote access features

Cons

  • Users report that processes like file transfers can be slow

Summary

Splashtop
Splashtop Remote Support
  • Starting Price
    • $5/month for Business Access Solo
    • $8.25/user/month for Business Access Pro
    • $4.54/user/month for Volume License
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    No
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours, online
  • Integrations: Bitdefender, Datto, Jira, Zendesk, OneLogin, Ivanti, and others
Surfly
Surfly
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Intercom, Zendesk, Olark, CRM systems, call center platforms
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.

Pros & Cons

Pros

  • Offers free 14-day trial and free demos
  • 24/7 customer support
  • Includes screen sharing and session recording

Cons

  • Primarily for customer support
  • No remote access screen control
  • No diagnostic tools

Summary

  • Starting Price
    • €26/mo for Pro
    • €52/mo for Business
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • Integrations: Intercom, Zendesk, Olark, CRM systems, call center platforms
TeamViewer Logo
TeamViewer
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours
  • Integrations: Microsoft Teams, Microsoft Dynamics, Salesforce, Freshworks, ServiceNow, Jira, Zoho, and others
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.

Pros & Cons

Pros

  • Offers free 14-day trial
  • Includes key remote support features
  • Numerous built-in integrations

Cons

  • No diagnostics tools
  • Higher cost

Summary

TeamViewer Logo
TeamViewer
  • Starting Price
    • $49/mo for Single User
    • $99/mo for Multi User
    • $199/mo for Teams
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac install, Windows install, web-based, cloud, SaaS, iOS, Android
  • Support: Business hours
  • Integrations: Microsoft Teams, Microsoft Dynamics, Salesforce, Freshworks, ServiceNow, Jira, Zoho, and others
Zoho
Zoho Assist
  • Deployment: Web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), online
  • Integrations: Zendesk, ServiceNow, Jira, Freshdesk, Spiceworks, Google Suite, and others
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

Pros

  • Customization
  • Website widget
  • Free plan available

Cons

  • No remote printing for Standard
  • Session recording for Professional and Enterprise only

Summary

Zoho
Zoho Assist
  • Starting Price
    • $8 for Standard
    • $13 for Professional
    • $21 for Enterprise
  • Session Recording
    Yes
  • Screen Sharing
    Yes
  • Remote Access/Screen Control
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), online
  • 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.

Integrations

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.

Reports

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.