Remote Support Software

Malware attacks, application crashes, failed log-ins, and malfunctioning ports are a few of the issues that restrict an IT system from functioning properly. While you may have a support team online round the clock, every  issue may not be resolvable over a phone call or chat. And sending your technicians to the client location every time there’s an issue isn’t a viable option either.

Remote support software helps you resolve client IT issues from anywhere in the world. In this guide, we discuss important things about remote support software to help you make informed purchase decisions. Here’s what we’ll cover:

• What is remote support software?

• What are the deployment options for remote support software?

• What are some common features of remote support software?

What is remote support software?

Remote support software is a tool that helps IT professionals and administrators access client devices remotely to resolve technical issues and provide maintenance support.

Remote support software allows technicians to take control of client devices, install updates and new applications, and troubleshoot issues. It allows them to quickly solve issues without having to be physically present at the client location.

What are the deployment options for remote support software?

Remote support software can either be hosted on a third-party cloud or on-premise. In this section, we discuss these two types.

• Cloud-based software: Cloud-based solutions are hosted on vendors’ or on any other third-party’s servers. This allows you to start using the software right away, without any additional hardware investment. You can access the software from anywhere using the Internet. The vendor helps you with the set up or training as required; almost all security concerns and updates are also the onus of the software vendor. 

• On-premise software: On-premise remote support solutions require complex configuration and IT knowledge. They also tend to be more expensive, upfront, compared to cloud-based tools due to the hardware investments required. You’ll need a dedicated IT team to operate and maintain the software. However, this option gives greater control over your data. 

Key questions to ask a vendor: Do features offered in both cloud-based and on-premise versions work in the same manner? What are the hardware requirements if I opt for the on-premise deployment model?

What are some common features of remote support software?

There are some basic features that go into a remote support tool to allow you to access client devices remotely.

Unattended remote access and control: The feature allows you to connect and take control of remote, trusted devices without user supervision or intervention. It lets you access the different files, folders, and drives on a system and make necessary changes or updates.

Remote access support option in Zoho Assist

Dashboard: Dashboards provide you with real-time updates about the number of ongoing sessions, performance of different devices, open tickets, etc.

Dashboard in NinjaRMM

File sharing: It allows you to securely transmit documents and application files to client systems for solving issues. It also lets you define permissions for relevant files and directories.

File transfer option in Zoho Assist

Multi-monitor navigation: The software helps you work on multiple screens on a remote system. You can connect and work on two or more screens simultaneously without having to toggle between configurations.

Multi-monitor navigation in FixMe.IT

Screen sharing: Screen sharing options allow you to share client screens with other IT executives/technicians if needed. The feature also lets you add annotations such as shapes or text to highlight areas on a screen.

Screen sharing function in ConnectWise Control

Chat/messaging: Chat function within the software helps IT executives communicate (such as instructions and resolution confirmation) with clients while working on resolving their issues. 

Messaging function in ConnectWise Control

Audit logs and reports: The feature helps track and report every remote-support session for compliance purposes. 

Reports in Zoho Assist (Source)

Security: Communications with remote desktops or servers are encrypted with end-to-end Secure Socket Layer (SSL) or 256-bit AES encryption. Additional security features such as authentication and automatic timeout of idle sessions are also used.

Security settings in Zoho Assist (Source)

When choosing a software product, ensure that it fits into your existing IT environment through integrations with other tools, such as active directory, password managers, and security information and event management (SIEM) software.

Key questions to ask a vendor: What other features do you offer? Are you planning to add more features?

Back to remote support software directory

Note: The applications selected in this article are examples to show a feature in context, and are not intended as endorsements or recommendations; they’ve been obtained from sources believed to be reliable at the time of publication.