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:
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TeamTeamViewer provides easy-to-use, scalable, and secure software to connect to and monitor any device, anywhere in the world. From desktop-to-desktop, desktop-to-mobile, mobile-to-mobile, or to unattended devices like servers and IoT devices, TeamViewer allows you to service and support the widest array of platforms and technologies. TeamViewer offers instant, secure access to any device, anywhere in the world. We’ve developed solutions that are as simple as possible for both support technicians and end users. No pre-installed, IT-administered software needed to receive help No complicated steps for people receiving support Enjoy cross-platform connections with support for Windows, Mac OS, Linux, Chrome OS, iOS, Android, Windows Phone, and BlackBerry Manage settings of your devices centrally, and use secure access controls to connect to unattended devices No port configurations or firewall hassles By cutting out unnecessary steps and complex configurations, your support team can focus their energy on solving problems and increasing productivity instead of struggling to connect with a customer in need. Seamless Integration Pre-built integrations with the world’s top IT-enablement platforms for simple, seamless deployment and continuous improvement. Amazon WorkSpaces Avira Freshdesk/Freshservie IBM MaaS360 Jira Microsoft Active Directory Microsoft Dynamics Microsoft Intune MobileIron Ninja Salesforce ServiceNow Synology NAS Devices ThingWorx Zendesk Bank-Level Security Cybersecurity is a constant concern, and your help desk is the hub of all security activity. Your remote sessions are secured by RSA 2048 public/private key exchange, AES (256-bit) end-to-end encryption, and configurable options like two-factor authentication, trusted device approval, master whitelists, and more. Manage Devices & Users Seamlessly Take control of your devices and users from one central dashboard that allows you to easily assign and revoke permissions. Install updates, assign licenses, and configure settings on any device, regardless of whether it’s attended or not. Any Device, Any Platform, Anywhere TeamViewer’s remote access solution supports all devices across your enterprise where connections are needed, whether that’s desktop-to-desktop, desktop-to-mobile, mobile-to-mobile, or unattended devices like servers and IoT devices. Work with any device, regardless of operating system or device status. Multi-User Remote Support Sessions Collaborate with other technicians to solve complex IT issues, with bi-directional desktop sharing and fast file transfers up to 200 MB/s. No lag, no stuttering, no telling users where to click so you can focus your energy on offering the best solutions. Simplify Ticketing With Servicecamp Enable seamless ticket intake and troubleshooting with custom intake forms, internal team notes, simple escalation, and the ability to launch a TeamViewer remote support session or video conference directly from the ticket. The best part? Servicecamp is included with TeamViewer Premium and Corporate accounts.
ConnectWise Control, formerly ScreenConnect, is a fast, reliable and secure remote support, access and meeting solution. Connect instantly to provide on-demand remote support or establish unattended access to repair computers, provide updates, and manage machines. ConnectWise Control includes the same features as competing remote control solutions.
Provide remote IT support, automate your IT management, network and system admin tasks with the industry's most secure on-premises remote access software Goverlan Reach enables you to seamlessly support all your users and their machines, no matter where, and without the need for a VPN. With Goverlan you have: . Secure access to your users machines no matter where they are . Enterprise-class Remote Control . Active Directory administration and Password management . Behind-the-scenes systems reporting and management . Software and patch distribution . IT workflow automation . Compliance and security management
Bomgar’s Secure Access solutions enable customers to easily support people, access and protect endpoints, and defend privileged credentials, in order to fight cyber threats and speed business performance. More than 12,000 organizations around the globe use Bomgar to deliver superior support services and reduce threats to valuable data and systems. Bomgar clients include some of the world’s leading IT outsourcers, systems integrators, software vendors, healthcare organizations, government agencies, universities, financial institutions, and retailers. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore.
Third-party (or vendor) remote access is the greatest threat to enterprise network security. SecureLink is designed and built for one purpose -- to provide the best possible third-party remote access solution. For highly regulated enterprise organizations, this means securely managing vendor remote access while controlling permissions, ensuring industry compliance, and creating audit trails. For technology vendors, this means efficiently providing remote support to customers while decreasing time to resolution, scaling to meet demand, and reducing liability.
GoToAssist Remote Support is the choice of IT professionals demanding robust, easy-to-use remote support. With GoToAssist Remote Support, you can resolve technical issues by instantly delivering web-based support to customers, end users, unattended computers and servers. Key Features: Unattended Support Collaboration File Transfer Remote Diagnostics Security (2FA, SSO, and AD Sync)
FixMe.IT is a fast and easy-to-use remote support application built for delivering on-demand and unattended technical assistance to clients located anywhere in the world. Starting at just $25 per month per seat, FixMe.IT allows you to provide unlimited on-demand support and manage up to 150 unattended machines. Other key features include branding, multi-session handling, multi-window control, drag-n-drop file transfer, multi-monitor navigation, whiteboard tools, session recording and reporting, reboot & auto-reconnect, and much more.
Kaseya VSA is an integrated IT systems management platform that can be leveraged seamlessly across IT disciplines to streamline and automate your IT services. Kaseya VSA integrates key management capabilities into a single platform. Kaseya VSA makes your IT staff more productive, your services more reliable, your systems more secure, and your value easier to show. VSA capabilities include: Remote Monitoring, Remote Control, Patch Management, Monitoring, AV/AM, Process Automation, Backup and more.
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use.
Wayk Now is a flexible, easy-to-use and lightweight remote desktop access solution that reduces implementation time and increases security. When integrated with Devolutions Remote Desktop Manager, it enables easy management, scalability and increased efficiency through a single, unique platform for all remote sessions. Wayk Now is an ideal remote desktop access solution that delivers the best of both worlds for IT professionals and executives alike: efficiency, security and control on one side, and affordability and investment protection on the other! Wayk Now comes in two editions: Free and Enterprise. The Free Edition can be used for both personal and commercial purposes while the Enterprise Edition delivers a complete feature set including concurrent sessions and remote execution. Please click on the button below for a comprehensive comparison grid between both editions.
Managed Workplace is a complete remote monitoring and network management platform with powerful, integrated security tools and services. With Managed Workplace, service providers can quickly assess vulnerabilities, secure weak points, monitor anomalies, and seamlessly recover data in the event of an attack — all from a single dashboard. Managed Workplace brings a cost-effective, multi-tenant security lens to remote monitoring management — enabling MSPs to grow their business, differentiate their services, and build customer loyalty.
HelpWire is a unique remote assistance tool based an advanced port virtualization technology. The solution is designed to help reduce the cost of technical support and time invested in handling customer issues. HelpWire makes it simple for engineers to control and support their customers’ equipment remotely. With the software, technical specialists are able to get full access to a malfunctioning device by connecting to it over network (Ethernet, Wi-Fi, the Internet). The device located far away will appear in the expert’s computer as though it were physically attached to the specialist’s machine Major benefits you get with HelpWire: Fully customized solution The software is offered with a custom GUI and a set of advanced features uniquely designed to meet client’ needs. Any specific feature can be added to the solution on your request. The simplicity of use Easy to use, this efficient remote support solution requires no additional hardware or software. A simple HepWire installation on technician’s and clients’ computers will be sufficient for getting remote access to a malfunctioning device over network. Quick response The remote assistance solution eliminates the need for onsite services which allows experts to significantly increase the speed of response to customer need. Issues can be resolved faster as a specialist is able to immediately address the situation. Cross-platform compatibility HelpWire supports multiple operating systems, including Windows, Mac, Linux, and Android. Thanks to this cross-platform connectivity, users can create client/server connections in different combinations. Secure messaging channel Provide your customers with immediate attention and quick responses via efficient communication channel - HelpWire Chat. Use cases for HelpWire range from diagnosing remote equipment (phones, computers, printers, CNC machines, vehicle ECU, etc.) to providing prompt online support and repair service. Find more information on the product page https://www.eltima.com/products/remote-customer-support/
Cloud Management Suite is a Predictive IT Management solution, delivered from the cloud, that enables the IT Department to manage all devices inside or outside the network without the need to deploy agents. Cloud Management Suite provides patch management (Microsoft and third-party), remote control, inventory, reporting, and software distribution features.
Support end users and unattended devices with remote keyboard, video and mouse control, integrated file transfer, and a variety of remote management capabilities. Automate routine tasks with built-in scripting and improve collaboration with the ability to run multiple concurrent connections to a single device. Improve incident resolution with Netop Remote Control. Cross-platform and multi-device support allows organizations to consolidate remote support tools and improve efficiency while complying with GDPR, HIPAA, ISO, PCI, and others. Netop Remote Control is a scalable solution for organizations with 5 or 500,000 devices who need high security and want improved efficiency. Features REMOTE CONTROL Real-time, seamless control over an end user’s screen, mouse and keyboard; Intel VPRO operations FILE TRANSFER & SCRIPTING Full-featured drag and drop transfer, automated file transfers and inventories with easy scripting REMOTE MANAGEMENT Manage services, command prompts, registry events, software & hardware information WEB-ENABLED GATEWAYS Connect quickly beyond your LAN and allow secure third-party access into selected network segments SECURE ACCESS Multi-factor authentication, customizable security parameters, and complete session recording LOGGING Complete screen recording, log over 100 events, manage logs centrally, at the client or at the supporter
Remote Utilities is remote desktop software for secure access to workstations, servers and laptops over a LAN and via the Internet. You can view the remote PC screen and control its mouse and keyboard as if you were sitting right in front of the PC. With RU you can provide technical support to your customers and help your friends and family members. The program is free for business and personal use for up to 10 remote PCs.
SaleMove creates omnichannel customer engagement solutions that enable companies to identify and segment high-value website visitors, communicate through live chat, audio, and video chat, and leverage visual context through CoBrowsing and Live Observation - creating deeper, more meaningful conversations that lead to increased sales and improved customer support.