IT Service Desk

The Top 10 Remote Assistance Solutions

Discover the top 10 best remote assistance solutions. Explore features such as screen sharing, voice and video support, and session recording.

The Top 10 Remote Assistance Solutions include:
  • 1. AnyDesk
  • 2. BeyondTrust Remote Support
  • 3. ConnectWise ScreenConnect
  • 4. GoTo Resolve
  • 5. ISL Light
  • 6. LogMeIn Rescue Remote Support
  • 7. Splashtop Enterprise
  • 8. TeamViewer Remote
  • 9. VNC Connect
  • 10. Zoho Assist

Remote assistance, also referred to as remote support or remote visual assistance, allows IT teams and administrators to connect and communicate with end-users. This is usually in order to resolve technical problems or automate routine tasks. Companies will use remote assistance software to provide help to a variety of end-users including clients, customers, and technicians, where physical assistance is not viable. It may be that the two individuals are in remote locations and physically unable to get together, or it may be in order to save time and resource.

With the increasing dependence on remote work and digital solutions, managing a diverse workforce and physically disparate technologies has become harder. In response, the market for remote assistance platforms has grown rapidly. These solutions should prioritize security, ensuring end-to-end encryption, and compliance with industry regulations. They provide a streamlined user experience, offering intuitive interfaces, seamless connectivity, and integration with other enterprise tools. 

Remote assistance has two main functions: 

  • Offering support and assistance to users experiencing problems 
  • Monitoring systems and run diagnostics remotely

Remote Assistance solutions will often have a raft of auditing tools, as well as granular permission configurability, and identity management capabilities. In order to facilitate the remote assistance, it will allow users to share their screen, video feeds, and even take over control remotely. This hands-on approach improves remediation time, thereby reducing downtime. These tools are also useful in scenarios such as software installations, system diagnostics, and providing detailed training.

In this article we’ve identified the best remote assistance solutions available on the market today. In each listing, we’ll explain the products key features and ideal use cases. We’ve then written an FAQ section that covers some of the key questions surrounding remote assistance, how it works, and what to look for when choosing a solution.

AnyDesk Logo

AnyDesk, a German software company established in 2014, specializes in providing remote desktop solutions. It facilitates secure and efficient remote IT support globally, catering to all operating systems including Windows, macOS, Linux, and Android, among others. The platform also offers customization that allows companies to tailor the software according to their specific requirements.

The AnyDesk software provides streamlined remote IT support with a focus on security and performance. IT professionals can benefit from features such as remote device access, automated deployment and roll-out, rapid file transfer, group policies for easy configuration of multiple workplaces, and a privacy mode to conceal screen information in public spaces. There is an emphasis on secure connections, safeguarded by RSA 2048 asymmetric key exchange encryption; this always ensures the safety of data and sensitive information. Another useful feature is the platform’s high frame rates and low latency connections; this makes remote collaboration seamless and efficient.

AnyDesk Logo
BeyondTrust Logo

BeyondTrust, a leader in the Privileged Access Management (PAM) sector with over 20,000 global customers, offers robust remote support for any device or system, including Windows, Linux, macOS, Chrome OS, iOS, and Android devices. At the core of the BeyondTrust solution is their Remote Access Control capabilities; these enable devices (both on and off the corporate network) to be accessed, diagnosed, and fixed efficiently. This ensures that IT managers can swiftly address issues from anywhere, providing a reliable support system for enterprises.

Beyond Trust’s the Support software integrates seamlessly with various CRM, ITSM, SIEM, and password tools, fostering streamlined operations and heightened efficiency. The software is highly scalable and allows a significant degree of customization, empowering businesses to customize aspects of the platform including support invitations and portals. One of the platform’s key features is an audit function which logs all session activities, creating a reliable audit trail complemented by real-time reporting and detailed video logs. Beyond Trust’s platform can be deployed via the cloud, virtual, or on physical appliances.

BeyondTrust Logo
Connectwise Logo

ConnectWise ScreenConnect is a remote desktop and access software designed to facilitate seamless connections between IT teams and remote workers. With this solution, users can connect to any device at any time, securely, and reliably. ConnectWise offers two separate remote assistance solutions: ScreenConnect Access assists remote workers and IT teams in establishing instant connections to remote endpoints; ScreenConnect Support is structured to aid help desk teams in offering break/fix and reactive services efficiently.

ScreenConnect provides robust security features, including AES-256 encryption and two-factor authentication, ensuring the safety of your connections right from the start. The software is compatible with all major operating systems including Windows, macOS, ChromeOS, and Linux/Unix/*nix, and supports almost all major browsers. ConnectWise View provides browser-enabled live stream sessions, facilitating real-time guidance for users through their mobile device cameras. The solution also offers extensive configurability options and integrates seamlessly with a plethora of extensions available in the Marketplace. ConnectWise ScreenConnect is a robust support solution for IT support teams and MSPs, with remote access features and re-branding into every customer support interaction with the availability of numerous appearance options for white-labeling.

Connectwise Logo
GoTo Logo

GoTo Resolve facilitates streamlined remote IT support, accessible from any device and location. It integrates various features including remote support and unattended access, on a user-friendly platform. This makes the process of resolving technical issues swift and secure. This solution is designed for both small businesses and individual IT users, aiming to simplify IT support without compromising security. With GoTo Resolve, IT professionals can easily connect to any device and offer support through a range of mediums including web browser chats and direct links. This enables quick response times by allowing connection at the click of a button, without any additional installation.

The software provides secure functionality, seamless file transfers, and screen recordings during sessions; this enhances the efficiency of the support process. An unattended access feature allows agents to securely resolve issues without the need for the end user to be present. GoTo Resolve also offers remote monitoring and management, aiding in the automation of routine IT tasks and enhancing security measures. It also integrates a help desk ticketing system modernizing the IT help desk environment, and a mobile device management system allowing centralized control and management of various devices, ensuring the safeguarding of company data and assets.

GoTo Logo
ISL Logo

 ISL Online provides remote access software for IT professionals and help desk technicians in around 100 countries globally, with offices in Slovenia, Switzerland, the UK, and the USA. ISL Online presents users with the option of utilizing a cloud service or a self-hosted solution, facilitating remote access and control of computers or mobile devices for technical support or system management purposes. ISL Light, the company’s remote desktop solution, provides customer support and remote access for endpoint devices. The platform meets high standards of data protection, evidenced by its GDPR compliance and ISO/IEC 27001:2013 certification.

ISL Light’s admin dashboard provides comprehensive overview of computer groups, users, and user groups, available within the administration pages. The audit feature facilitates monitoring of events, allowing for an easy configuration of settings at both domain and user levels. Users benefit from two-factor authentication, a well-documented audit trail, and external authentication options, including LDAP and Microsoft Azure AD, among others. The ISL Online platform is highly customizable, offering users ample opportunity to modify layouts, workflows, and security settings to align with their existing systems and corporate brand guidelines.

ISL Logo
LogMeIn Logo

LogMeIn offers a leading remote work platform with a large base with over 2 million customers globally. LogMeIn Rescue Remote Support is a remote IT support solution with cross-platform support. It allows organizations to offer reliable, secure, and consistent remote support for virtually any device, enhancing user productivity and reducing downtime. The solution simplifies the support process and can provide remote device access in under 20 seconds without requiring any pre-installed software. LogMeIn facilitates remote control, diagnostics, and unattended access, making it easy to identify and solve issues promptly.

With the tool, IT support teams can handle multiple sessions simultaneously, optimizing resources and improving efficiency. The platform offers compatibility with a broad range of devices including PCs, Macs, and other mobile and tablet platforms. It also offers customizable chat support with live translation services, facilitating multi-lingual remote sessions without language barriers. Rescue Remote Support provides a host of features that augment remote support services. These encompass mobile screen sharing, in-app support, and a feature that allows reboot and reconnect during a support session, ensuring uninterrupted service.

LogMeIn Logo
Splashtop Logo

Splashtop Enterprise is a well-established remote access and support software provider, with customers including enterprises, academic institutions, government agencies, and small businesses. The company has over 30 million users globally. Splashtop Enterprise is a centralized platform facilitating remote work and IT support with security features, designed to comply with a range of stringent industry standards including GDPR and SOC 2. Splashtop Enterprise provides high-performance remote support, with features such as 4K streaming (at up to 60 fps) and support for a range of devices including Mac, Windows, and Linux computers. It secure connections with SSL/AES 256-bit encryption and offers security functionalities like integration with Single Sign-On identity providers. The solution supports role-based access control facilitating secure access management.

Splashtop offers comprehensive remote with multi-monitor support, and scheduled access. It enhances user experience by allowing file transfer, chat, session recording during a remote session. It also supports USB device redirection and offers open APIs to integrate seamlessly with existing IT operations. Splashtop Enterprise offers flexible pricing with options for annual and multi-year subscriptions, catering to different user types including business professionals and IT teams. It even provides educational licensing options, facilitating remote learning environments.

Splashtop Logo
TeamViewer Logo

TeamViewer offers a versatile connectivity platform that provides remote access, management, monitoring, and repair of various devices ranging from laptops and mobile phones to industrial machinery. With a substantial client base exceeding 600,000 users worldwide and a reach extending to over 2.5 billion connected devices, TeamViewer Remote stands as a reliable solution in the remote support and access space. The TeamViewer Remote platform provides remote assistance for both individual and business needs. Remote access is secured using 256-bit AES encryption and two-factor authentication.

TeamViewer Remote offers a range of functionalities that enhance its utility across different scenarios. It grants users the ability to swiftly initiate remote support, significantly cutting down response times to IT-related issues and facilitates remote work by enabling easy access to necessary devices and servers from any location, eliminating the need for a VPN. The TeamViewer platform boasts cross-platform compatibility, supporting an extensive range of devices and operating systems from 127 different providers. This, coupled with its remote device control, secure unattended access, and multiplatform access features makes TeamViewer Remote a comprehensive solution in the remote access and support domain.

TeamViewer Logo
RealVNC Logo

RealVNC stands as a prominent name in the remote access solutions sector, with over 90,000 enterprise users and customers including Google, NASA, and Intel. VNC Connect, RealVNC’s flagship offering, assures robust security and resilience. VNC Connect allows for a customized remote assistance deployment that ensures a swift and lightweight user experience. This multi-platform solution simplifies the deployment process by consolidating various remote access functionalities into one comprehensive system, thereby reducing complexity and saving time.

This solution prioritizes network security, enabling admins to maintain control over access across all devices in their network, sustaining a consistently high uptime of 99.9%. VNC Connect stands firm on the principle of confidentiality, employing encryption methods to secure data during transmission. The platform enables high-speed streaming for a seamless remote experience, along with options for session recording, real-time chat, and file sharing during sessions. With this VNC Connect, users can expect consistent updates, backwards compatibility for older software versions, and access to a responsive customer service team.

RealVNC Logo
Zoho Logo

Zoho Assist is a secure remote support and access software designed to enhance customer support experiences globally. Operating through a cloud-based infrastructure, the software facilitates efficient and secure connections with a variety of devices including PCs, laptops, and mobile devices. Being compatible with numerous operating systems such as Windows, MacOS, Linux, iOS, Android, Raspberry Pi, and ChromeOS, it gives IT teams and Managed Service Providers (MSPs) the flexibility to offer superior support services. There are a range of plans available, accommodating from one to an unlimited number of technicians.

Zoho Assist gives users the ability to initiate remote sessions from any device, utilizing either a browser or the dedicated mobile app. The software offers multi-monitor support, coupled with functionalities like file transfer, live chat, and voice and video chat, enhancing the versatility of remote support sessions. It also allows technicians to share their screen for demonstrations, ensuring a cohesive and branded support experience. The platform prioritizes security, with connections established through TLS 1.2 protocol and safeguarded with AES 256-bit encryption, alongside SSL 256-bit encrypted file transfers. The user-friendly interface requires minimal technical know-how for setup and management, simplifying the user experience without compromising on vital security aspects.

Zoho Logo
The Top 10 Remote Assistance Solutions