Comprehensive guide for remote help desk software + review

Remote help desk software is an essential part of IT support operations to remedy user-facing issues remotely. Typically, this is useful when managing and resolving situations that derail the normal functioning of systems or services without the physical presence of a technical support team. This technology is crucial for both large and small businesses since it reduces resolution times, reduces costs associated with in-person technical support, and boosts productivity.

In this article, we will review the top 15 remote help desk software available in the market. Further, we will provide a comprehensive guideline on how to select the best software through simple steps. Additionally, we will discuss the challenges encountered in providing remote support, and how the software provides solutions.

To top it off, we will highlight the essential features you should look out for while selecting an effective remote help desk software. Garnering this knowledge will enable you to make an informed decision that suits your business needs.

Review of the best 15 remote help desk software

1. LiveAgent (review 4.7/5)

LiveAgent offers comprehensive help desk software that facilitates effective customer service operations. As it is cloud-based, businesses can access it anywhere, anytime, making it ideal for remote service delivery.

Remote features

• Ticketing system
• Live chat
• Reporting and analytics
• Customer portal
• Call center capabilities
• Social media
• iOS/Android apps
• Multichannel help desk

Other features

• Knowledge base
• HTTPS encryption
• Real-time visitors monitor
• Customizable live chat button
• Automation and AI capabilities

Integration capability

LiveAgent offers 220+ integration options for improved customer service processes. The most popular ones include

• Twilio
• Viber
• Slack
• Social media platforms
• Jira
• Shopify

Pros & Cons

LiveAgent pricing

LiveAgent provides a free version with some restrictions. There are four payment levels available: the Small plan costs $15 per agent every month, the Medium plan is charged $29 per agent each month, the Large plan is priced at $49 per agent monthly, and the Enterprises plan comes with a monthly price of $69 per agent.

Alongside these tiers, LiveAgent offers a 30-day free trial, which lets users get to know the software.

Author’s opinion

LiveAgent h is a largely user-friendly and efficient product for managing customer support. Its dashboard layout is designed well, incorporating a multichannel support system where you can easily track different types of customer interactions such as email, live chat, social media, and phone calls – all from the same interface.

The ticketing system is particularly effective at simplifying the process of tracking and resolving client issues. While not fully supporting hands-on remote actions, these features make LiveAgent a great solution for effective customer service operations.

However, there are a few downsides to this system. The customization features can be a bit limiting if you require a high level of personalization. Furthermore, while LiveAgent provides most of the essential functions you might require, some more advanced features are available only in higher-tier plans.

In summary, LiveAgent is a robust and comprehensive help desk software with excellent multichannel support features. Its limitations in customization options can be a deterrent for some, however, LiveAgent is an ever-evolving reliable help desk system.

Customer review

“The overall experience that LiveAgent has given us has been very satisfying and worthy. It has delivered to us more than we could ask for when it comes to customer support. It has proved to be a vital Help Desk tool for customer care and support services making it easy for us to connect to customers and solve their issues quickly.”

Source: Capterra

2. TeamViewer (review 4.7/5)

TeamViewer is a software tool that allows users to share their desktops via remote access, enabling work efficiency and collaboration irrespective of geography. It can seamlessly facilitate remote technical support and distance learning. Additionally, it is supported on multiple platforms, including Windows, macOS, Linux, and certain mobile operating systems.

Remote features

• Multiplatform access
• Remote device control
• Video conferencing
• Session recording
• Comprehensive reporting
• Secure unattended access
• iOS and iPadOS screen sharing
• Remote printing

Other features

• File transfer
• 4K multi-monitor support
• Wake-on-LAN
• In-session automation
• Custom branding
• Device security and user management

Integration capability

• SAP
• Microsoft Teams
• Slack
• Jira
• Grafana
• IBM Maximo

Pros & Cons

TeamViewer pricing

TeamViewer offers three main pricing packages: For Single Users, For Teams, and For Enterprise. The first package comes with two pricing tiers: TeamViewer Remote Access costing €13.90 ⁄ month (billed annually), and TeamViewer Business costing €32.90 ⁄ month (billed annually). The second, For Teams package includes TeamViewer Premium for €65.90 ⁄ month (billed annually), and TeamViewer Corporate for €139.90 ⁄ month (billed annually). To get a quote on the For Enterprise package, contact TeamViewer’s sales personnel.

To give this solution a test drive, you can sign up for a 14-day free trial.

Author’s opinion

TeamViewer is a sophisticated, solid, and user-friendly remote assistance software. Its main highlight is the capability to remotely access and manage multiple computers easily and efficiently. You can share your screen, exchange files, and conduct online meetings, among other functions. Additionally, its compatibility with various platforms – Windows, Mac, Linux, and even mobile – makes it highly versatile for diverse user requirements.

The software interface is ergonomic and simple to navigate, even for first-time users. Installation and setup are straightforward, with a considerable amount of customization options available. Security is robust too, with options like two-factor authentication and end-to-end encryption. The ability to reboot a client’s system remotely and then reconnect is an invaluable feature.

However, TeamViewer has its share of drawbacks. The software often performs sluggishly when dealing with heavy applications and high-resolution monitors, leading to a decrease in remote control response times. For private users, it’s a pricey proposition, with the free version being restrictive in its features and usage time.

In conclusion, TeamViewer is a highly efficient remote help-desk tool featuring rich functionality. Despite its occasional performance issues and cost considerations for personal use, it stands as a solid option for remote computer management, especially in a professional setting.

3. NinjaOne (review 4.8/5)

NinjaOne is a unified IT operations software that provides an all-encompassing solution for monitoring and managing modern IT environments. It is particularly useful for supporting remote IT infrastructures, offering robust features like remote access and control, automated IT task scheduling, and multiple device management.

Remote features

• Ticketing system
• Endpoint management
• Remote access & monitoring
• Unattended access
• Multichannel communication
• Remote control
• Reporting and analytics
• Remote server options

Other features

• Inventory management
• Automatic patch deployment
• Knowledge management
• Workflow management
• VPN
• Event logs

Integration capability

• Webroot
• Splashtop
• Connectwise
• Slack
• BrightGauge
• Duo Single Sign-On

Pros & Cons

NinjaOne pricing

To learn about NinjaOne’s pricing options, reach out to their sales team to get a custom quote.

You can test NinjaOne’s platform during a free trial period.

Author’s opinion

NinjaOne is a versatile and time-conscious platform. It’s a great asset for an organization looking to manage IT services remotely. Integrating it into the system is remarkably simple and their proactive and automated IT management feature saves time and resources.

However, it has its issues. The UI, even though quite sleek, is not the most user-friendly, especially for new users. It takes a bit to fully grasp and navigate the system efficiently.

One of NinjaOne’s greatest strengths is its comprehensive reporting capabilities. This feature generates in-depth, actionable insights, enabling managers to make crucial decisions based on data.

Overall, while it has certain downsides, it remains a powerful and robust remote help desk solution that, with the right training and investment, could greatly improve IT operations.

4. Splashtop (review 4.8/5)

Splashtop allows IT professionals to access, manage, and troubleshoot others’ computers or servers from any location. Its remote features make it a reliable choice for businesses and teams requiring quick, efficient tech support solutions.

Remote features

• Access from any device
• File transfer
• Remote reboot and Wake-on-LAN
• YUV 4:4:4 (Better color accuracy)
• Two users in one computer
• Share screen via web link
• Chat (in-session and outside session)
• Easy deployment

Other features

• Robust security
• Augmented reality
• Digital signage
• Single Sign-On (SSO)

Integration capability

• Jira
• Naverisk
• Syncro
• Swift
• OneLogin
• Microsoft Teams

Pros & Cons

Splashtop pricing

Splashtop offers many pricing options in multiple suites.

The Remote Desktop & Access suite includes:

• Business Access Solo costs €1/ month, billed at €12 for the first year and renews at €55.
• The Business Access Pro costs €7.50/month/user, billed annually at €90 per user
• Business Access Performance costs €11.25/month/user, billed annually at €135 per user
• Enterprise comes with custom pricing.

The Remote IT & Support suite includes:

• SOS tier for €16/ month, billed annually at €189 per concurrent technician
• SOS+10 plan costs €17/ month, billed annually at €199 per concurrent technician
• SOS Unlimited tier costs €31/ month, billed annually at €369 per user
• Enterprise comes with custom pricing.

Besides the paid pricing plans, Splashtop offers a 14-day free trial.

Author’s opinion

Splashtop remote help desk software offers a great selection of features that make remote management of digital devices a less tedious affair. With high-speed performance, users can easily perform tasks on the remote end almost seamlessly. Live viewing is impressively fast, with a quick response time. The software provides high-quality audio and video streaming, which is a handy feature for demonstrations or presentations.

However, Splashtop’s setup process can be a bit challenging. Also, the interface, while generally user-friendly, may appear complex to less tech-savvy users.

In terms of security, Splashtop offers top-end encryption and multi-level password protection, ensuring the safety and privacy of data at all times. It also offers a variety of additional features such as file transfer, remote print, and chat amongst others.

Despite a few downsides like the potentially daunting setup process and occasional hiccups in file transfer, Splashtop presents a firm balance of efficiency, security, and performance.

5. Zoho Assist (review 4.7/5)

Zoho Assist enables IT help desk technicians to serve their customers no matter the distance. Its unique selling points include the ability to troubleshoot, diagnose, and fix technical issues remotely, eliminating the need for physical presence.

Remote features

• Instant chat
• Voice and video chat
• 2 concurrent sessions
• Remote script execution
• File transfer
• Session audit
• Bulk deployment
• Multi-monitor navigation
• Reboot and reconnect

Other features

• Custom reports
• Custom domain mapping
• Diagnostic tools
• Mobile apps (iOS, Android)
• Contacts management

Integration capability

• Microsoft Teams
• Slack
• Jira
• Endpoint Central
• Flow
• Bookings

Pros & Cons

Zoho Assist pricing

Zoho Assist offers three pricing options, plus some paid additions: STANDARD for €10 per 1 technician/month billed annually, PROFESSIONAL for €15 per 1 technician/month billed annually, and ENTERPRISE for €24 per 1 technician/month billed annually.

You can also try Zoho Assist for free during a 15-day trial.

Author’s opinion

Zoho Assist offers a comprehensive suite of features that are essential for remote help desk support. With its cloud-based service, it facilitates seamless remote access, making it an effective solution for providing IT assistance. One of Zoho Assist’s significant capabilities is its capacity to handle multi-monitor navigation and large data file transfers efficiently, providing a significant boost to productivity.

However, the software’s user interface leaves room for improvement. Navigating the various features can be intimidating for users, particularly those with limited technical expertise.

Performance-wise, Zoho Assist doesn’t always maintain a steady pace, which becomes noticeable during heavy-duty tasks such as large file transfers and real-time remote device control. These intermittent lags can hinder the optimal user experience and necessitate improvement in speed optimization and connection stability.

Despite its shortcomings regarding user interface and intermittent lags, Zoho Assist does offer an effective and versatile solution for remote help desk support.

6. Freshdesk (review 4.5/5)

Freshdesk is remote help desk software that offers a comprehensive set of tools for managing customer support tickets. It facilitates seamless communication between customers and support staff, regardless of their location. Its remote capabilities allow for efficient troubleshooting and effective resolution of customer issues from anywhere.

Remote features

• Integrated ticketing across email and social
• Custom apps
• Out-of-the-box analytics and reporting
• Custom email server
• Report sharing
• IP range restriction
• Team collaboration

Other features

• Sandbox
• Knowledge base
• Custom SSL
• Segment customers for personalized support
• CSAT surveys & reports
• Multiple SLA policies & business hours

Integration capability

• Shopify
• Mailchimp
• Slack
• Salesforce
• WooCommerce 360
• StripePlus

Pros & Cons

Freshdesk pricing

Freshdesk offers a help desk service with a complimentary package that accommodates up to 10 agents with some restrictions. The paid plans include €15 per agent per month for Growth, €49 for Pro, or €79 for Enterprise, all charged annually. Additional add-ons are available for purchase if you wish.

Freshdesk provides a 14-day free trial before taking up a paid subscription.

Author’s opinion

Freshdesk is a user-friendly remote help desk software that stands out for its well-structured functionality and intuitive user interface. The ticket management system is efficient, allowing users to prioritize, categorize, and delegate queries with ease.

On the downside, there are a few issues worth mentioning. Navigating the various features can initially be overwhelming due to the plethora of options and customization capabilities. Some aspects, such as reporting and analytics, lack depth and sophistication compared to some competitors, which might hinder data-driven businesses.

Freshdesk’s ability to integrate smoothly with several third-party apps is a substantial asset, aiding in streamlining your business procedures. The potent automation feature that saves time on repetitive tasks is worth mentioning, as it drastically reduces manual labor. On the other hand, it would be better if Freshdesk provided advanced training resources for navigating its feature-loaded interface.

7. Zendesk (review 4.4/5)

Zendesk aims to enhance the customer service experience. It offers a fully integrated customer support platform that brings together multiple communication channels like email, web, social media, and mobile into a single, centralized location. The software’s remote features aid in seamlessly managing, tracking, and resolving customer support tickets from anywhere.

Remote features

• Ticketing system
• Help center
• Self-service customer portal
• Multilingual support
• Custom and live analytics
• Side conversations
• Integrated community forums

Other features

• Dynamic, contextual workspaces
• Custom business rules
• Digital onboarding
• Security and compliance features
• CSAT surveys & reports
• Multiple SLA policies & business hours

Integration capability

• Shopify
• Mailchimp
• Slack
• Salesforce
• WooCommerce 360
• StripePlus

Pros & Cons

Freshdesk pricing

Freshdesk offers a help desk service with a complimentary package that accommodates up to 10 agents with some restrictions. The paid plans include €15 per agent per month for Growth, €49 for Pro, or €79 for Enterprise, all charged annually. Additional add-ons are available for purchase if you wish.

Freshdesk provides a 14-day free trial before taking up a paid subscription.

Author’s opinion

Freshdesk is a user-friendly remote help desk software that stands out for its well-structured functionality and intuitive user interface. The ticket management system is efficient, allowing users to prioritize, categorize, and delegate queries with ease.

On the downside, there are a few issues worth mentioning. Navigating the various features can initially be overwhelming due to the plethora of options and customization capabilities. Some aspects, such as reporting and analytics, lack depth and sophistication compared to some competitors, which might hinder data-driven businesses.

Freshdesk’s ability to integrate smoothly with several third-party apps is a substantial asset, aiding in streamlining your business procedures. The potent automation feature that saves time on repetitive tasks is worth mentioning, as it drastically reduces manual labor. On the other hand, it would be better if Freshdesk provided advanced training resources for navigating its feature-loaded interface.

8. SolarWinds Service Desk (review 4.6/5)

SolarWinds is a tool designed for managing IT assets and organizing help desk tickets efficiently. It offers remote support features that ensure seamless communication and swift problem resolution, regardless of geographical boundaries.

Remote features

• Up to 1,500 API calls per user per minute
• Ticketing software
• Service desk chat
• Service desk reporting
• Employee IT self-service portal
• Service desk mobile app

Other features

• Knowledge base
• Custom Roles
• ITIL problem management
• Hardware inventory management
• Software license management tool
• Service level management

Integration capability

• Azure Active Directory
• OneLogin
• Slack
• Amazon Web Services
• Active Directory
• Dropbox

Pros & Cons

SolarWinds Service Desk pricing

To purchase SolarWinds’ products, you can pick one of the following pricing options: Essentials
For Growing Teams costs $39 per month, per technician, and supports unlimited users, Advanced For Mature IT Organizations costs $79 per month, per technician, and supports unlimited users, and lastly, Premier For Full Customizability costs $99 per month, per technician, and supports unlimited users.

You can give any of these pricing options a test drive during a 30-day free trial.

Author’s opinion

SolarWinds web-based help desk software is a powerful tool that offers great assistance in managing IT services. From logging tickets to escalating priority requests, the system simplifies general help desk processes. Its automated routing and tracking features are particularly impressive, providing a streamlined experience that saves considerable time and removes the potential for human error.

From a user’s standpoint, the tool unfortunately comes with a steep learning curve, especially for non-technical staff. Despite the availability of training materials and tutorials, newcomers might find the platform rather complex to navigate initially.

A notable drawback of SolarWinds’ software is its occasional slow performance, which sometimes leads to delays in handling critical tasks.

SolarWinds offers an effective solution for managing IT support services, despite a few quirks. Though it may take some time to get acquainted with, the comprehensive suite of features ultimately delivers a promising user experience.

9. JumpCloud (review 4.7/5)

JumpCloud’s software is a cloud-based directory service designed to manage users and their access to resources. The platform offers seamless integration with numerous systems and applications, simplifying the IT landscape. Additionally, its versatility in managing both on-premise and remote workforce aims to enhance IT efficiency.

Remote features

• Directory Services
• Secure VPN access
• LDAP integration
• RADIUS authentication
• SSH key management
• Remote desktop gateway

Other features

• Multi-Factor Authentication (MFA)
• Device management
• Audit logging
• System insights

Integration capability

• AWS IAM Identity Center
• Salesforce
• Slack
• Atlassian Cloud
• Asana
• Cisco Webex

Pros & Cons

JumpCloud pricing

JumpCloud offers five main pricing packages: Device Management costs $9 /user/mo billed annually or $11.00 billed monthly, SSO costs $11 /user/mo billed annually or $13.00 billed monthly, Core Directory costs $13 /user/mo billed annually or $15.00 billed monthly, Platform costs $19 /user/mo billed annually or $22.00 billed monthly, and lastly, Platform Prime costs $24 /user/mo billed annually or $27.00 billed monthly.

Before committing to a paid plan, you can test JumpCloud’s solution during a 30-day free trial.

Author’s opinion

JumpCloud offers excellent features for managing various IT tasks. As a directory-as-a-service platform, it streamlines the integration of diverse systems, optimized for both small and large-scale organizations. The software’s easy-to-use interface, wide compatibility, and impressive automation capabilities make it a practical tool for many common IT tasks.

Despite its commendable functionality, the learning curve for JumpCloud could be steep for less tech-savvy users. The initial setup is also somewhat complex, and the documentation can be a bit challenging for beginners to understand. However, once familiar with its features and functionality, users can leverage the full capabilities of JumpCloud.

A notable strength of JumpCloud is its extensive compatibility. It can integrate with Mac, Linux, and Windows, making it versatile for a variety of work environments.

However, one area where JumpCloud does fall short is in its customer support system. While it’s commendable that there’s a support service available, the response time can be slow, and the problem-solving approach could certainly be improved upon. Despite this issue, overall, the capabilities that JumpCloud provides make it a solid, go-to solution for IT department needs.

10. AnyDesk (review 4.6/5)

AnyDesk is a remote desktop software that provides user-friendly interfaces for seamless remote access. It ensures strong data encryption and complete security during remote sessions, addressing the concerns of data breaches. AnyDesk provides a comprehensive solution for remote access and support needs and is adaptable for both individual and corporate use.

Remote features

• Mobile device support (Android & iOS)
• File transfer
• Switch side on session
• Remote restart
• Remote printing
• TCP-Tunneling
• Wake-On-LAN
• Help center
• Text chat
• Managed devices (unattended access)

Other features

• Dynamic client configuration
• Command line interface
• Security & privacy
• Active tech support (ticket, live chat)
• Session logging
• Custom branding

Integration capability

AnyDesk uses REST-API to integrate with other systems.

Pros & Cons

AnyDesk pricing

When considering purchasing AnyDesk, you can pick from three paid pricing tiers. First, the Solo plan costs €12.90 per month (billed annually). Second, the Standard tier costs €25.90 per month (billed annually). Lastly, the most robust, Advanced plan costs €67.90 per month (billed annually).

Although there is no dedicated free trial, AnyDesk offers a limited Free plan.

Author’s opinion

AnyDesk facilitates user-friendly, efficient, and secure remote access. The standout positive feature is the program’s smooth and seamless operation, even with heavy software like graphic design programs. Furthermore, the application’s easy installation and intuitive interface make it ideal for both tech-savvy and non-tech users. It provides robust features, including the ability to restart the remote computer, transfer files, and temperature monitoring.

Despite these strengths, AnyDesk does have a few shortcomings. There’s room for improvement with their customer support, especially with response times during peak usage hours. Additionally, while the application is compatible across various platforms including Windows, macOS, Linux, and mobile, there are occasional glitches and inconsistencies between the different versions.

The security of AnyDesk is commendable, with standard 256-bit AES session encryption. However, one must also ensure to follow essential best practices, like not sharing access codes, to maintain security.

Overall, AnyDesk does harness substantial functionalities and easy usability, but the occasional glitches and customer support issues can impact user experiences. It’s nonetheless a worthy consideration for those seeking reliable remote desktop software.

11. GoToAssist (review 4.5/5)

This remote help desk software is designed to facilitate IT support processes by empowering technical teams to help their customers remotely. GoToAssist enhances the productivity and efficiency of IT teams by minimizing the turnaround time for troubleshooting. With its robust security features, it ensures a safe environment for remote IT support.

Remote features

• Remote execution
• Background file manager
• Unattended remote access
• Session recording
• Multi-session handling
• Session transfer
• Agent screen share
• Incident management
• Email ticket submission

Other features

• Import hardware assets
• Unlimited custom categories, fields, and labels
• Mass deploy devices
• Multi-factor authentication
• Multi-company support
• Sort, filter, search & export

Integration capability

• Salesforce
• Slack
• Logitech
• Microsoft Teams
• Miro
• Oracle Eloqua

Pros & Cons

GoToAssist pricing

GoToAssist offers a Free plan including 3 agents and 5 pro devices. The paid plans include the Standard tier, costing €51 /per month, billed annually, the Remote Support tier, costing 36 /per month, billed annually, and lastly, the Premium tier comes with custom pricing.

Before purchasing GoToAssist’s services, you can use it for 14 days for free.

Author’s opinion

One of its most notable advantages is GoToAssist’s ease of use, with a clean and intuitive UI. It allows for smooth communication between the support representative and the client, making the entire process less strenuous for both parties. Screen-sharing, file transfer, and diagnostic report features also enhance user experience significantly by making the resolution progress efficient and timely.

However, the software has some drawbacks. Users may find the system to occasionally lag, especially when dealing with higher-resolution screen sharing, which can be detrimental to delivering quick solutions. There have also been instances where the software froze during crucial remote support sessions, leading to disruptions.

All in all, GoToAssist is a robust tool with impressive features, offering easy access and simplicity for users. Although it has some performance-related and compatibility problems, if you’re looking for an efficient solution for remote technical assistance, it remains a viable choice.

12. BeyondTrust Remote Support (review 4.6/5)

BeyondTrust Remote Support enables businesses to control or monitor multiple systems and platforms securely. The tool fosters seamless collaboration and offers advanced security measures, ensuring sensitive data remains secure.

Remote features

• Remote control & screen share
• Intelligent workflows
• Automate support steps with scripts
• Broad platform & device support
• Support Android & iOS devices
• Web rep console
• Shell jump to SSH or Telnet-enabled devices
• Compliance enablement

Other features

• Branding & customization
• Privileged Password Management
• Auditing & compliance
• Unified cross-platform visibility
• Attack surface reduction
• Auditing and reporting

Integration capability

• AWS
• Okta
• Azure
• VMware
• Jira
• Apache

Pros & Cons

BeyondTrust Remote Support pricing

To learn about the pricing options, contact BeyondTrust’s sales team.

Author’s opinion

BeyondTrust Remote Support offers appropriate features for its target demographic – IT help desks looking to streamline their support processes. Functionality like remote control, screen sharing, file transfer, and collaborative chat help to solve issues promptly and efficiently. Particularly impressive is its compatibility with a range of operating systems, including Windows, macOS, and Android, making it versatile for dealing with support across various formats. Its ability to integrate with other popular software like Salesforce and Jira adds to its effectiveness.

From a security perspective, BeyondTrust goes above and beyond standard requirements. Its strong encryption capabilities and the granularity of its user permissions set it apart, safeguarding sensitive data whilst allowing different levels of access. Additionally, the multifactor authentication adds further security layers to your remote support experience.

The software’s shortcomings predominantly revolve around its interface, which can seem dated and somewhat cluttered. There’s a steep learning curve for new users who will need to spend considerable time familiarizing themselves with the numerous features and how to navigate the platform. Additionally, some users have experienced lags during remote sessions, which can affect the experience and productivity level.

Overall, BeyondTrust provides a robust and secure remote support tool, although its user interface and price point may be challenging for some.

13. Amazon WorkSpaces (review 4.3/5)

Amazon WorkSpaces is a managed, secure Desktop-as-a-Service (DaaS) solution. It allows users to access the documents, applications, and resources they need remotely on demand. Its strong remote features allow organizations a seamless transition to remote work situations.

Remote features

• Amazon WorkSpaces Thin Client
• PCoIP
• WorkSpaces Streaming Protocol (WSP)
• Multi-region resilience
• Desktop, mobile, and web access
• Centralized management
• Audio/visual optimization

Other features

• Provisioning desktops
• PCI compliance
• Persistent storage (SSD Volumes)
• Client applications for Windows, Mac, and Chromebooks

Integration capability

• SAML 2.0
• New Relic
• TeamViewer
• Liquidware
• Citrix DaaS

Pros & Cons

Amazon WorkSpaces pricing

Amazon WorkSpaces’s hourly pricing highly depends on your region, the bundle option you choose, as well as value standby instance, root value, and more. To get a quote tailored to your requirements, refer to AWS’s pricing page, use the AWS Calculator, or contact their support.

AWS also offers a free trial, so you can give their services a test run.

Author’s opinion

Amazon WorkSpaces offers a robust platform for setting up and managing remote desktop environments. It stands out from its competitors primarily due to its ability to integrate seamlessly with a myriad of other tools and services provided by AWS. Moreover, the fact that users can access it from almost any device is an added convenience; whether on laptops, desktop computers, or mobile devices.

It provides the ability to scale up and down in terms of storage and computing power, ensuring that users have the needed resources at all times. It also promises high security for data, a critical requirement for any organization moving its workforce to a virtual platform.

However, Amazon WorkSpaces has some shortcomings. It has a steep learning curve, requiring a reasonable degree of technical knowledge to set up and configure correctly. Furthermore, costs can spiral out of control if not managed carefully. Amazon’s pricing model, which is based on usage rather than fixed monthly fees, can be confusing and unpredictable.

In conclusion, Amazon WorkSpaces is a powerful tool offering remote access solutions. It suits those seeking flexibility, scalability, and security. However, potential users should be prepared for a complicated setup process and a potentially confusing cost structure.

14. GoToMyPC (review 4.9/5)

GoToMyPC provides a secure and efficient platform for individuals and businesses to access and manage computers remotely. Not limited to a single device, it permits access via desktop, Mac, or mobile device, thus offering highly flexible and convenient options. GoToMyPC is particularly known for its functionality of immediate remote computer access and control, making remote work easier.

Remote features

• Antivirus protection
• Remote access
• Real-time diagnostics
• Guest invite
• Remote printing
• Security scoring
• Multi-monitor support
• File transfer
• Remote device keyboard & mouse lock
• Remote sound
• Shared access to devices

Other features

• Multi-factor authentication
• Clipboard sync
• Usage reports
• Desktop shortcut

Integration capability

• SAML 2.0
• New Relic
• TeamViewer
• Liquidware
• Citrix DaaS

Pros & Cons

GoToMyPC pricing

You can subscribe to use GoToMyPC’s services with three main pricing options. The most affordable Corporate package costs $28.00 /computer/mo, the most popular Pro tier costs $33.00 /computer/mo, and the last Personal plan costs $35.00 /computer/mo.

Before committing to a paid plan, you can try the software for 7 days during a free trial.

Author’s opinion

GoToMyPC serves as a functional tool for remote access and management. Its unique selling point is the easy-to-use interface that requires minimal technical knowledge to understand and navigate. This software offers full access to your computer from any location and supports a wide range of devices, including Mac, PCs, and mobile devices.

However, it’s not devoid of shortcomings. The main downside is the software’s performance speed, which can be influenced by the strength of your internet connection. This lag could lead to slow file transfers and delays in response, which could potentially affect productivity and efficiency, especially when working in real-time.

In conclusion, while GoToMyPC provides handy tools for remote computer access, it requires a strong, stable internet connection to function at optimal levels. The interface is user-friendly, but potential users should be aware of the heavy resource usage and may need technical assistance for setup.

15. ISL Light (review 4.8/5)

ISL Light is a professional-grade software renowned for its remote help desk features. It enables technicians to access and control a remote computer or mobile device as though they were physically present, improving response times and service quality. ISL Light effectively streamlines IT support, enhances productivity, and promotes efficient remote collaboration.

Remote features

• View and control remote desktop
• Transfer remote session
• Transfer files
• Support multiple monitors
• Copy-paste to a remote computer
• Wake up a computer
• Automatic session recording
• RSA 2048/4096-bit with Diffie-Hellman Key Exchange

Other features

• Multi-factor authentication
• Clipboard sync
• Usage reports
• Desktop shortcut

Integration capability

• ConnectBox
• BMC Remedy

Pros & Cons

ISL Light pricing

ISL Light offers a pay-as-you-go option, called PAY PER USE costing €0.19/min. The subscription packages include CLOUD for €29.90/mo, billed at €358.80/year for one concurrent user, SELF-HOSTED for €39.90/mo, billed at €478.80/year for one concurrent user, ENTERPRISE for €89.90/mo, billed at €21.576/year for unlimited users.

Before subscribing to a paid plan, you can use ISL Light’s 15-day free trial.

Author’s opinion

ISL Light is designed to simplify the process of offering or receiving remote help. The software provides a user-friendly interface which significantly reduces the learning curve and makes maneuvering through the software quite easy. Connection with other devices as well as the file transfer feature prove to be straightforward and reliable.

However, the software also has some issues. The software installation consumes a considerable amount of time. This delay can be a hindrance, particularly in scenarios where the support is urgently needed. Additionally, it has been observed that the application sometimes experiences mild connection lags, particularly during processes that are intensive on resources, such as high-resolution screen sharing.

While ISL Light has a great deal of features and functions that make remote help desk support manageable, it does not come without its share of minor inconveniences. However, its major advantages – a user-friendly interface and straightforward functionalities outweigh the negatives overall.

Benefits of remote help desk software

You might be asking yourself what a remote help desk solution can bring to your business. Let’s look at some of its most notable benefits.

Improved customer satisfaction

Customers want quick responses and solutions to their problems. Remote help desk software guarantees this, as support staff can be anywhere and attend to customer queries and issues promptly, reducing downtime and improving customer satisfaction levels.

Cost savings

Remote help desk software eliminates the need for physical infrastructure and allied costs. This results in a significant reduction in overhead costs, such as office space, hardware, etc. It also reduces travel and can eliminate commute-related expenses and time lag in service delivery.

Increased productivity

Such solutions allow employees to work from anywhere, meaning service delivery doesn’t have to halt when employees are not in the office. The software also automates many tasks like ticket assignment, SLA enforcement, etc. freeing employees to focus on the core troubleshooting and problem-solving.

Efficient problem resolution

Remote help desk software makes it easier to track, manage, and resolve customer problems efficiently. Features such as ticket management, workflows, knowledge base, and self-help portals speed up the resolution process, thereby increasing efficiency.

Real-time monitoring and reporting

With remote help desk software, managers can monitor their staff’s productivity in real-time and generate instant reports. They can also analyze the performance of support agents, review ticket resolution time, customer satisfaction level, and more. This allows for better decision-making and process improvement opportunities.

Service continuity

In situations where access to physical premises might be restricted (e.g., during emergencies, or pandemics), a remote help desk software ensures that customer support continues undeterred. Teams can still provide support, collaborate on tickets, and maintain seamless customer service regardless of where they are located.

Enhanced security

Many remote help desk solutions offer robust security features, including data encryption, two-factor authentication, and secure access control. This can help maintain security standards and data privacy, ensuring that sensitive information is safe, even if staff access it from various locations.

Choosing the right remote support software in 6 simple steps

Let’s look at 6 steps you can follow to pick a remote support software for your business.

• Identify your needs: Before you start looking for remote support software, identify what you need it to do. Do you need it for IT support within your company, or are you providing tech support to external customers? Know the exact features you need in the software, such as screen sharing, file transfer, multi-session handling, etc.
• Research options: Look into different online platforms that compare and rate remote support software. Read reviews and ratings from other businesses to get a sense of what software meets your identified needs best.
• Look at software security: Security is an essential aspect of any remote support software. Look for software that has strong encryption, two-factor authentication, and other security features to protect your data.
• Consider compatibility: The remote support software should be compatible with the operating systems and platforms your business is using. It should be able to support both desktop and mobile platforms if you have a mobile workforce.
• Evaluate the pricing: Compare the pricing of the different software options. Some may offer a flat fee, while others may charge per user. Consider the size of your team and how much you are willing to spend before making a decision.
• Free trials and demos: Once you’ve narrowed down your options, take advantage of any free trials or demos that the software providers offer. This gives you a hands-on experience with the software, allowing you to test its features and functionality, making it easier to decide if it meets your needs before making a financial commitment.

Why your business needs remote help desk software

Let’s look at some of the most pressing reasons why you should consider using a remote help desk solution.

Streamlined workflow and process

With a remote help desk solution, your company can establish a more structured process when dealing with customer queries and issues.

Combining automation with detailed ticketing systems, such software enables a smoother workflow that effectively keeps track of a problem’s status and progress until resolution. This eradicates the chances of some issues being overlooked, improving workflow efficiency.

Location independent support

In a globalized world, offering services without geographical boundaries is a competitive edge. With remote help desk software, it becomes easier to offer an “always-on” support service catering to customers across different time zones. It allows providing uninterrupted, top-notch customer service irrespective of the location of your employees or customers.

Resource optimization

Traditional customer support systems often involve redundant tasks, misallocation of resources, and other wastage. Remote help desk software optimizes resources by automating routine tasks, facilitating the efficient handling of complex workflows, and cutting down on time and effort waste. This ensures the support staff can focus on more important tasks, like effectively solving customers’ problems.

Valuable insights and analytics

The ability to generate meaningful data is another compelling reason why your business needs remote help desk software. The software’s reporting and analytics function provides invaluable insights into various metrics like case volume, response time, and resolution success rates. These data points enable proactive decision-making and the identification of areas needing.

Common challenges in providing remote support

As every coin has two sides, providing remote service comes with its challenges. In the following section, we are going to explain these challenges, as well as possible solutions.

Connectivity issues

This is a common problem that arises while providing remote support when either the support provider or the client experiences weak, slow, or intermittent internet connectivity, which might disrupt the problem-solving process.

Solution:

To overcome this, you can use a remote help desk software that can operate efficiently on lower bandwidths. Also, both parties should ensure they have a stable internet connection before jumping into a remote assistance session. Consider alternatives such as phone calls if connectivity continues to be an issue.

Security concerns

Remote support can create potential security vulnerabilities. Sensitive data may be at risk during a remote access session if appropriate security measures aren’t used. There are also concerns about break-ins by unauthorized people, virus attacks, etc.

Solution:

To address these concerns, your remote help desk software should be equipped with features like end-to-end encryption, multifactor authentication, and strong password policies to safeguard sensitive data. Always verify the identity of the person on the other end before initiating remote assistance.

Lack of real-time support

Remote support may not always be available instantly, causing delays if an issue arises that needs immediate attention.

Solution:

Remote help desk software can help overcome this by offering options such as instant messaging, screen sharing, and even video calling. This way, any necessary action can be taken promptly. Also, try to staff your help desk in a way that allows for round-the-clock coverage if possible.

Technical limitations

Some issues may be beyond the scope of remote support, such as hardware problems or system failures that require a physical presence.

Solution

While these issues cannot be entirely eliminated, you can mitigate their impact by using comprehensive remote help desk software that is capable of diagnosing a wide variety of issues. Also, it can be beneficial to expand your team’s skill set or contract with an on-site technician to handle issues that remote support can’t address. The help desk software can aid in organizing and tracking these onsite visits if necessary.

Essential features of remote help desk software

Here are some of the most significant features your remote help desk solution should encompass.

Remote access and control

Essential for facilitating remote support, this allows customer support agents to access and control a user’s device remotely. It helps in diagnosing and troubleshooting problems directly, leading to faster issue resolution.

Real-time chat and messaging

Another key feature is real-time chat and messaging, which enables instant communication between support agents and customers. For example, LiveAgent’s live chat software offers efficient real-time communication.

Knowledge base management

This feature helps create, update, and manage an online repository of information or a self-service portal for customers. It can reduce the load on the support team by encouraging customers to resolve their issues using the available resources. LiveAgent’s knowledge base is an excellent example of this self-service feature.

Ticketing system

It enables managing, tracking, and resolving customer issues systematically. Each customer issue is assigned a unique ticket ID which can be tracked until the problem is resolved. LiveAgent’s ticketing system is noteworthy for its effectiveness in managing customer tickets.

Reporting and analytics

This feature helps monitor performance, identify trends and issues, and make data-driven decisions to improve customer support. It provides reports and analysis of metrics like total tickets, resolution time, agent performance, and more.

Integration capabilities

A robust remote help desk software should seamlessly integrate with other tools and platforms such as CRM software, social media platforms, email services, etc. This can lead to a more efficient and synergistic workflow.

Conclusion

Choosing reliable help desk software can significantly boost your customer support efforts and influence customer satisfaction, team productivity, efficiency, and overall business profitability. Despite several challenges that may arise when providing remote support, the potential benefits can far outweigh these, provided you select a comprehensive and robust system. Over the course of this guide, we have evaluated a variety of software solutions for their effectiveness in providing remote assistance, with each having distinct advantages and minor setbacks.

Our top recommendation is LiveAgent; it is user-friendly, secure, and integrates seamlessly with other business tools. It offers a comprehensive set of features for remote support and a 30-day free trial to test its compatibility with your operational needs before making a financial commitment. Continue your journey towards excellent customer service with software that truly caters to your needs.