Top 10 Help Desk Software with Remote Control of 2024

What is remote help desk support?

Remote help desk support is a service that allows IT support teams to assist users and resolve technical issues from a distance. Instead of being physically present, support agents use various tools and technologies to access users' devices, diagnose problems, and provide solutions.

With the help of help desktop remote support software, users can effortlessly troubleshoot software issues, configure systems, and receive guidance on technical procedures, making remote IT support services easier.

Top 10 help desk software with remote control

If you're seeking help desk software with remote control capabilities to meet your organization's IT support requirements, there exists a wide array of options available to consider.

Option 1. AnyViewer

AnyViewer is a comprehensive free remote help desk software with remote control to meet the requirements of IT teams across various sizes and locations. Packed with a range of features, it streamlines and enhances your remote assistance experience effortlessly.

Features of AnyViewer for remote IT support

• Unattended remote view & control: AnyViewer lets you view and control remote desktops, even when users aren't present, making it easy to troubleshoot unattended systems.
• Screen walls: Users can create screen walls to monitor multiple devices within a single window and access each device quickly for control purposes.
• Unlimited concurrent sessions: Handle multiple remote support sessions simultaneously, boosting efficiency for IT professionals managing multiple issues at once.
• Text & voice communication: Communicate in real-time via text and voice during remote support sessions, ensuring clear interaction.
• File transfer: Securely transfer files between local and remote systems during support sessions, simplifying the exchange of necessary data.
• Role permission management: Assign roles and permissions to team members with individual user accounts, ensuring security measures are maintained.
• Device groups: Administrators can create custom groups for devices to join using deployment codes, enabling easier remote management.
• Mass Deployment with MSI: Deploy AnyViewer seamlessly across multiple devices using an MSI package for quick installation.

AnyViewer pricing

AnyViewer excels in its offerings by providing a free version tailored for individual use. Moreover, it caters to businesses with more extensive requirements through its Professional and Enterprise plans, both priced competitively.

Additionally, AnyViewer backs its service with a 15-day unconditional money-back guarantee, ensuring customer satisfaction by offering refunds at any time within the specified period if service expectations are not met.

Option 2. SolarWinds

SolarWinds Corporation specializes in developing software solutions for IT system management. Their flagship product, SolarWinds Service Desk, operates as a cloud-based IT Service Management platform. It is designed with robust features aimed at simplifying IT operations and enhancing productivity.

Features of SolarWinds for remote IT support

Key features of SolarWinds Service Desk for remote IT support include automation capabilities, self-service options, tools for IT Asset Management, and seamless integrations with various systems. The platform is structured into modules for managing incidents, problems, releases, and changes, complemented by a Configuration Management Database (CMDB). Users can also generate customized reports to derive valuable operational insights.

SolarWinds pricing

SolarWinds offers a 30-day free trial and follows a licensing model based on technicians per month. Pricing starts at $39 per technician monthly for this comprehensive support software.

Option 3. Zoho Desk

Zoho Desk is a standout cloud-based help desk software that combines agent-based and self-service customer support solutions on one unified platform.

Features of Zoho Desk for remote IT support

Zoho Desk offers omnichannel capabilities, AI-driven automation, and self-service options. It helps businesses manage customer interactions across various channels like websites, email, phone, and social media. Customers can find answers quickly through its integrated knowledge base and community forums, while a personalized customer portal allows efficient ticket tracking. AI-powered assistants and automated workflows streamline tasks, prioritize tickets with sentiment analysis, and enhance operational efficiency.

Zoho Desk is part of the Zoho One Suite, which includes over 35 integrated applications for sales, marketing, customer support, finance, HR, and project management. This integration allows businesses to scale operations seamlessly, improving productivity and customer satisfaction.

Zoho Desk pricing

Zoho Desk offers a 15-day free trial and operates on an agent/month licensing model. It is free for up to 3 agents, with subsequent pricing starting at $9 per agent per month.

Option 4. Freshdesk

Freshdesk is a cloud-based IT Service Management (ITSM) solution designed for small to medium-sized businesses and enterprises. It provides essential tools for managing IT assets, resolving incidents and service requests, automating workflows, and maintaining a robust knowledge base.

Features of Freshdesk for remote IT support

For remote IT support, Freshdesk offers features like Ticket Management, automation capabilities, and detailed reporting. It also includes a screen sharing feature that allows technicians to take control of users' remote devices to resolve issues effectively.

However, navigating Freshdesk's interface can be challenging, especially for new users, which may pose difficulties in a remote support scenario if end-users find it hard to use.

Freshdesk pricing

Freshdesk offers a 14-day free trial and follows an agent/month licensing model. It's free for up to 10 agents, with pricing starting at $18 per agent per month thereafter.

Option 5. ManageEngine

ManageEngine specializes in offering comprehensive IT Management solutions tailored for businesses, particularly small to midsize enterprises. Its offerings span IT Service Management (ITSM) and IT Asset Management (ITAM), positioning itself as a Challenger in the Magic Quadrant.

Features of ManageEngine for remote IT support

For remote IT support, ManageEngine provides essential capabilities such as screen sharing, remote control, and file transfer functionalities.

Despite its popularity, ManageEngine can be challenging to set up and configure, especially for smaller organizations with limited IT resources.

ManageEngine pricing

ManageEngine offers a 30-day free trial and operates on a technician/month licensing model. Pricing starts at $12 per technician per month for this versatile support software.

Option 6. TeamViewer

TeamViewer enables remote support by connecting team members to desktops, tablets, and smartphones. It supports multi-user sessions, allowing several team members to collaborate within a single support session, enhancing efficiency in troubleshooting and resolving technical issues.

Features of TeamViewer for remote IT support

TeamViewer includes a range of remote support capabilities. It provides remote access and control, enabling users to manage devices from afar effectively. The software also offers screen sharing and video conferencing, facilitating collaboration and troubleshooting during support sessions

Additionally, TeamViewer supports unattended access, allowing users to connect with devices even when they are not in use. Session recording is another valuable feature, allowing individuals to revisit support sessions for training or documentation purposes. The multi-user support sessions feature is particularly useful for collaborative problem-solving, as it enables multiple team members to join a single support session.

TeamViewer pricing

TeamViewer offers several pricing plans to suit different needs. The Remote Access plan costs $24.90 per month for one user. The Business plan is priced at $50.90 per month for one user. For larger teams, the Premium plan supports up to 15 users at a cost of $112.90 per month, and the Corporate plan supports up to 30 users at $229.90 per month. For enterprise solutions, the Tensor plan is available, and pricing is provided upon contact with TeamViewer. All plans are billed annually.

TeamViewer offers a free trial for 30 days, available for the TeamViewer Business plan. This allows potential users to explore the software’s capabilities before committing to a subscription.

Option 7. BeyondTrust Remote Support

BeyondTrust Remote Support offers a comprehensive remote support solution, enabling agents to connect to workstations, servers, and various devices including Windows, Linux, macOS, iOS, and Android systems. It supports unattended access, allowing agents to troubleshoot devices even without user presence.

Businesses can customize BeyondTrust Remote Support to align with their branding. Additionally, they can gather customer feedback through end-of-session surveys, enhancing service quality and user satisfaction.

Features of BeyondTrust Remote Support for remote IT support

Key features include secure remote access with advanced encryption and multifactor authentication, ensuring data protection and privacy. Unattended access allows technicians to perform maintenance and troubleshooting without requiring end-user presence.

Additionally, BeyondTrust offers collaboration tools for multiple technicians to work on a single session, enhancing problem resolution times. Session recording and auditing capabilities ensure compliance and accountability, while comprehensive reporting and analytics help track performance and identify improvement areas. Integration with ITSM tools and customizable branding further streamline workflows and provide a cohesive user experience.

BeyondTrust Remote Support pricing

BeyondTrust Remote Support pricing varies based on whether you choose a one-time purchase with ongoing fees (perpetual license), a recurring payment plan (subscription), or a scalable subscription for cloud-based use. Costs depend on how many technicians and simultaneous sessions you need. For exact pricing, it’s best to contact BeyondTrust or an authorized reseller directly.

Option 8. ConnectWise Support (ScreenConnect)

ConnectWise Control (formerly known as ScreenConnect) is a remote support and remote access software solution designed to help IT professionals and support teams manage and assist clients remotely. It allows technicians to securely access and control devices from anywhere, facilitating troubleshooting, maintenance, and support tasks efficiently.

Features of ConnectWise Support (ScreenConnect) for remote IT support

ConnectWise Support (ScreenConnect) facilitates both attended and unattended support for mobile and desktop devices. It includes meeting capabilities, enabling agents to communicate via chat and audio with customers during support sessions.

The software allows agents to annotate customer screens, share files, and even print documents from customer devices. Additionally, agents can share their screens with customers, enhancing collaboration and troubleshooting efficiency during remote support sessions.

ConnectWise Support (ScreenConnect) pricing

ConnectWise Support (ScreenConnect) offers several pricing plans: Remote Support One costs $28/month per license, Remote Support Standard is $43/month per concurrent technician, Remote Support Premium is $53/month per concurrent technician, and Remote Unattended Access starts at $31/month for a minimum of 25 agents. Plans are billed annually, and there's a 14-day free trial available for evaluation.

Option 9. LogMeIn Rescue

LogMeIn Rescue is a remote support software that provides IT teams and support professionals with tools to remotely diagnose, troubleshoot, and resolve technical issues on computers and mobile devices.

Features of LogMeIn Rescue for remote IT support

Key features include real-time screen sharing to diagnose problems visually, file transfer capabilities for seamless data exchange between devices, and the ability to restart and reconnect to devices remotely to finalize configurations or updates.

Communication during sessions is facilitated through chat and voice tools, enhancing collaboration between technicians and end-users. LogMeIn Rescue also supports session recording for training and documentation purposes, ensures security with encryption and multi-factor authentication, and offers customization options to align the support interface with corporate branding.

Overall, it empowers IT teams to deliver efficient and effective remote support across a wide range of devices and operating systems.

LogMeIn Rescue pricing

LogMeIn Rescue offers remote support plans with straightforward pricing: around $108.25 per month for the Remote Support plan when billed annually, and an additional $37.50 per month for Mobile Support. They provide a 14-day free trial for users to try out the service before making a commitment.

Option 10. GoTo Resolve

GoTo Resolve is a versatile remote support software solution that empowers businesses to resolve technical issues seamlessly and securely from any location. It's designed to simplify IT support processes, making it easier for teams to manage and maintain devices remotely.

Features of GoTo Resolve for remote IT support

With Ad Hoc Support, IT teams can swiftly assist employees and customers by instantly viewing or controlling any device without prior installation. They can engage users through various methods such as support keys, direct links, or SMS invitations, supported by intuitive visual cues for seamless guidance. Agents can choose between modern web browsers or classic desktop consoles, ensuring flexibility in their support approach.

Its in-session functionalities enhance support capabilities with features like live file transfers, multi-monitor access, screen recording, and Admin mode tasks, all contributing to efficient troubleshooting and resolution. Additionally, features like Camera Share allow real-time troubleshooting of equipment installations directly through mobile device cameras, eliminating guesswork.

GoTo Resolve pricing

GoTo Resolve offers three plans: Remote Access at $23/month (billed annually) for unlimited users and up to 25 devices, Remote Support at $40/month for one agent with full remote session capabilities, and Standard at $57/month for one agent and 25 devices with advanced access, monitoring, and automation features.

The bottom line

The top 10 help desk software options of 2024 offer robust remote control capabilities tailored for efficient IT support. Whether you need seamless access, strong security, or integrated automation, these solutions provide essential tools for resolving technical issues remotely. Each offers unique features to enhance productivity and customer satisfaction, catering to diverse organizational needs. Choosing the right software depends on specific requirements, ensuring streamlined operations and reliable support across devices and locations.