Zoho Assist vs BMC Helix ITSM

TeamViewer ONE

BeyondTrust Remote Support

AnyDesk

ServiceNow Customer Service Management

IBM Maximo Application Suite

Ivanti Neurons for ITSM

Compare Zoho Assist and BMC Helix ITSM based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

TeamViewer enables secure remote access, IT management, and AI-driven solutions, serving 630,000+ customers with 2.5B+ installations.

AnyDesk is a remote desktop software accessible on all platforms, including Windows, MacOS, Linux, Android, and iOS. AnyDesk allows users to connect to computers remotely anywhere, anytime, and facilitates desktop sharing, remote support, and web presentation.

Slack

Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

Quick Remote technical support enabled with embeddable website widget, built-in chat, file transfer, remote rebooting, rebranding & more

Access Controls/Permissions

Active Directory Integration

Alerts/Notifications

Annotations

Authentication

Availability Indicator

Backup and Recovery

Billing & Invoicing

Chat/Messaging

Collaboration Tools

Conferencing

Customizable Branding

Customizable Reports

Customizable Templates

Dashboard

Desktop/Browser Sharing

Diagnostics Tools

Diagnostic Tools

Email Reminders

Endpoint Protection

File Sharing

File Transfer

For MSPs

HD Audio/Video

Help Desk Management

Incident Management

Issue Management

IT Asset Tracking

Live Chat

Mobile Access

Mobile Screen Sharing

Monitoring

Multi-Channel Communication

Multi-Participant Screen Sharing

Multiple User Accounts

On-Demand Recording

Problem Management

Real-Time Chat

Real-Time Monitoring

Real Time Screen Sharing

Recording

Remote Access/Control

Remote Access & Monitoring

Remote Monitoring & Management

Remote Support

Remote Update/Installation

Reporting/Analytics

Reporting & Statistics

Scheduling

Screen Capture

Screen Mirroring

Screen Recording

Screen Sharing

Self Service Portal

Server Monitoring

Session Recording

Session Transfer

SSL Security

Summary Reports

Support Ticket Management

Surveys & Feedback

Third-Party Integrations

Troubleshooting

Two-Way Audio & Video

Unattended Access

User Management

Video Chat

Video Conferencing

Video Streaming

By industry, Zoho Assist reviewers are most commonly professionals in information technology and services (27%). The most frequent use case for Zoho Assist cited by reviewers is remote support (73% of reviewers).

Users and use cases

Most reviewers indicate that Zoho Assist delivers strong value for money, with affordable, flexible pricing and robust features. Some reviewers feel the free plan is limited, and some users report that costs can rise with added devices or technicians.

Value for money

The Zoho Assist integration most frequently cited by reviewers is Zoho Desk, a help desk product rated 4.6 out of 5 for its integration with Zoho Assist.

Integrations

Zoho Assist is a remote support program offering key features such as remote access/control, unattended access, and access controls/permissions, among others.

Zoho Assist

iPad

Android

Windows

iPhone

Linux

Web-based

Chromebook

Standard

Professional

Enterprise

Standard (Unattended Access)

Professional (Unattended Access)

Consultant Engineer

The biggest problem is display scaling—when connecting to servers with locked or unusual resolutions, you often can’t adjust the view, which makes the session uncomfortable and slows down work.

None

Unattended access, multi-monitor support, session recording, and file transfer cover most IT and MSP needs.

Technical Assistant

This slight loading issue typically lasts a few seconds and may result from factors like device handshake time, firewall checks, or slower network responses from the client’s end. While it's not disruptive overall, improving this initial handshake speed could enhance user experience and make support sessions feel even more seamless.

Occasionally, file transfer speeds can throttle slightly on slower connections, and the mobile app interface could be a bit more modern, but these are minor nitpicks in an otherwise solid platform.

IT Manager

File transfer, multi-monitor support, and unattended access all work smoothly and help us resolve issues faster.

System Administrator

Advanced features are limited compared to some enterprise-grade remote support tools, and mobile device support—especially for iOS—is somewhat restricted.

Zoho Assist has been a solid remote support tool for my small MSP because it’s straightforward to deploy and doesn’t feel overly complicated like some enterprise platforms.

Director of IT

One enhancement that would be nice is the ability to see the last user signed on in the unattended portal (it just has the current user logged in now) as we occasionally have users who can't sign in.

ADMIN

SIMPLIFY MY SUPPORT FOR CLIENTS, CONTOL THEIR PC, SEND FILES AND REMOTE FIX FOR THEIR PROBLEMS.

IT, BI and Dev Manager

Zoho helped with the situation right there after and I could keep up the connection and change the Firewall settings and allow internet to an offsite office.

Drag and drop is not supported for file transfers in the main session and require you to enter file transfer mode.

After years of relying on ScreenConnect—which had long been our go-to remote support tool and perfectly matched our team’s needs—recent updates introduced frustrating complications.

Software Developer

Setting up unattended access is very straightforward, and once it’s configured, remote connections are fast and stable even on low-bandwidth networks.

Office Manager

It is a very convenient, if not essential, resource for a remote office environment like ours because of the sharing and collaboration capacity it affords members of our team who are spread across 7 states.

The remote connection loads quickly, even at sites with limited bandwidth, and the interface is straightforward for technicians.

Director General

Mostly it's the ease and integration with our Zoho Desk which in turn is very transparently integrated with our Zoho Books.

Technician, Engineer

The Unattended Access feature allows us to remotely control our monitoring computers on our customer's networks.

Owner

Assist's multiple deployment options make it efficient for the support tech to get connected and fix issues quickly.

IT guy

the name of the device does not update itself if changed on the host you then have to manually update this in a separate section

The remote session quality is stable, and it works well across different platforms without requiring complex client installations.

We use is as a backup connection method and it saves us time of having to go onsite for remote access.

IT Advisor and Consultant

I think that the chat and the transcription is perfect to follow what happened during a session and the controls that allow me to set or make some action to the end user pc is great.

There was nothing I didn't like about it, howeve, users report lag, delays in screen updates, or slight hiccups in responsiveness.

Vineyards Irrigation Manager

It allows our team to easily manage our vineyard irrigation control system remotely, so that we can address issues or make schedule changes easily from anywhere at any time.

Manchester England England

While its hard to find things not to like about Zoho Assist, the user interface could be a little more intuitive and could maybe use a bit of a modern makeover.

Software Engineer

It allows for seamless remote support sessions and offers a variety of features such as file transfer, screen sharing, and unattended access, which are extremely beneficial for IT support teams.

Senior engineer

It offers cross-platform support (Windows, Mac, Linux, Android, iOS), strong security features (end-to-end encryption, two-factor authentication), and unattended access for remote support.

IT Consultant

Sometimes the app feels a bit messy because it shows features that are not included in your subscription, which can be confusing.

The pricing is also very reasonable compared to other tools, especially for solo technicians or smaller IT businesses trying to grow without huge overhead.

Director of Development

I'm not sure if it has the full features like other venders where admins can make zoho hidden and uninstallable.

I think that when i need to connect for first time to an end user is kind of difficult to have admin privileges to access so this became a problem cause nobody can't help me from end user side, sometimes these companies hasn't IT department.

Cluster IT Manager

Occasional connectivity lags occur, and keyboard input doesn't function properly, for example, the Shift key sometimes remains active longer than expected, causing characters to appear in uppercase or in symbols.

The unattended access feature is incredibly reliable for managing client machines after hours.

IT and Marketing Officer

The unattended access feature is a game-changer—it lets me handle issues and do maintenance even when the user isn't around, saving me a ton of time.

Senior Technical consultant

It serves as a comprehensive remote support and access solution that many businesses, IT support teams, and managed service providers (MSPs) rely on.

Architect

translates keys-strokes between platforms (i use it from my linux to connect to a remote Mac, and i don't have to bother about translating my, for example, CTRL + S to CMD + S to save my files.

Systems Engineer

That is not an ideal solution since there are issues with some VPN installations being incompatible with other VPN software and just the length of time it takes to port all those connections to a new machine when you upgrade hardware. While we do still use VPN connections for some customers, most times we can use Zoho Assist as an alternative.

Technical Director

My technicians needed a product that would allow remote access to customers with Windows and Macs as well as allowing file transfers, this hit the mark.

Manager

It's feature are awesome like unattended access, technician don't need customer authorization for anything to diagnose any of the tool or customer don't have to do anything to give system on remote.

Technical Support Manager

File transfer, chat during sessions, screen sharing, reboot-and-reconnect — all work smoothly.

IT manager

I had issues with remote users being unable to login to unattended desktops.

Sales Manager

I think the mobile app can be a little bit better in terms of usage as the desktop version is seamless.

general practitioner

sometimes the position of mouse cursor is not precisely correct, i have to pint it higher about 1-2 cm

Keyboard caps lock status, the login always needs scan code which never works, also it’s annoying, there has to be simpler way,

Can't wait to use this for [sensitive content hidden], Can't beat the value and features of Zoho Assist.  

Zoho Assist is useful for basic remote access, but several issues stand out.

Zoho assist has been a huge life saver in allowing my team to easily join sessions with our employees and get issues resolved.

I also appreciate the fair pricing — it gives you all the key features you need without the heavy cost of bigger names in the market.

Logging in with the Authenticator App in Microsoft Authenticator, it changes too quickly before I have the time to copy the code.

President

The initial setup of advanced features can take some time to fully understand, but once configured, the platform runs very well.

Remote Access

Reviewers indicate Zoho Assist's Unattended Access is highly valuable for providing after-hours maintenance and support without user involvement. Users report the setup is straightforward, allowing technicians to connect to remote machines anytime, reducing downtime and travel. They find Zoho Assist's unattended access reliable for managing multiple devices and servers, and appreciate integrations with MS, WordPress, and Cpanel. Some users mention slower performance compared to competitors and challenges with Mac installations. Of the 141 Zoho Assist users who gave detailed accounts of their use of Unattended Access, 87% rated this feature as important or highly important.

Performance and Speed

Session Management

Shortcuts and Clipboard

Deployment

Security and Access Control

Connection

Inconsistent shortcuts and clipboard

Marketing and Communications Specialist

We mostly use the platform to address automation and have had automation fail because Zoho's clipboard size is too small or because it tries to copy it to Zoho's clipboard instead of the machine's clipboard.

69% of reviewers feel negative about Zoho Assist’s shortcuts and clipboard functionality. Some users report frequent issues with keyboard shortcuts not working reliably, especially when switching between operating systems. Reviewers indicate that clipboard access prompts can be intrusive and copying and pasting between local and remote machines is often inconsistent or confusing. They say these limitations disrupt workflow, particularly during automation or when transferring text and files. Users mention that adapting to the clipboard and shortcut system requires extra effort compared to other remote support tools.

Cumbersome screen and monitor handling

Digital Marketer

One bug that I found is that when you switch between monitors with different sizes, the view is not automatically fixed.

64% of reviewers feel negative about Zoho Assist’s screen and monitor management. Users say switching between multiple monitors is awkward, requiring extra steps or resulting in pop-up windows that block the view. Reviewers indicate that screen resolution adjustments can be problematic, with some experiencing issues on high-resolution or multi-monitor setups. They mention that resizing, refreshing, and navigating between screens can be buggy or unintuitive, making it difficult to work efficiently on complex remote environments.

Zoho Assist vs BMC Helix ITSM Comparison (2026)

Zoho Assist

BMC Helix ITSM

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives