The 24 Best Remote Support Software For IT Teams In 2024

Front is a customer communication platform with powerful remote support software features like a team inbox that can improve response times and workflows.

Why I picked Front: Front caught my eye because it lets users access and manage emails, social media messages, chats, and SMSes in a shared inbox. It lets teams assign conversations to specific team members to ensure accountability. Team members can leave comments within conversations to share relevant information or seek input from others.

Front Standout Features and Integrations:

Features I want to highlight are collision detection, which prevents duplicate responses by alerting team members when someone else is working on a conversation. With automated workflows, you can set up rules and automation to streamline repetitive tasks (e.g., if an agent doesn’t reply to an email within 30 minutes, tag it as an SLA breach). You also get real-time notifications about updates and progress to stay informed.

Integrations are available natively for 50+ tools, including Asana, ClickUp, Drift, HipChat, Intercom, Jira, PagerDuty, Outreach, and Salesforce. APIs and Zapier connection are available.

Scalefusion is a unified endpoint management (UEM) solution designed to secure and manage a variety of endpoints, including smartphones, tablets, laptops, and POS systems, all from a single dashboard.

Why I picked Scalefusion: I like that Scalefusion is focused on providing multi-OS endpoint management, supporting devices across multiple platforms, including iOS, Android, Windows, and macOS. When it comes to remote support, Scalefusion offers features such as remote cast, remote control, screenshot captures, screen recordings, and support tickets.

Scalefusion Standout Features and Integrations:

Features that stand out aside from its remote support capabilities include easy device and user enrollment, location tracking, application management, geofencing, and remote commands. It also provides OS updates, patch management, and conditional email access. 

Integrations include Apple Business Manager, Android Enterprise, Okta, Azure AD, Google Workspace, Jira, Freshservice, Lenovo, Nokia, Sony, Office 365 AD, Google Maps, Google Drive and more. An API is also available for customizations.

TeamViewer is a remote access and support software solution that prioritizes security and privacy while maintaining simplicity.

Why I picked TeamViewer: I picked TeamViewer because it offers multi-platform access for Windows, macOS, Linux, and iOS and Android mobile devices. You can connect from mobile to PC, PC to mobile, and mobile to mobile. You can share your iPhone and iPad screens to a remote device, use its QuickSteps toolbars for shortcuts, and record sessions for training and auditing.

TeamViewer Standout Features and Integrations:

Features that stand out for me are that it can provide remote access for Augmented Reality (AR) and Virtual Reality (VR) devices, as well as Internet of Things (IoT) devices and sensors. It offers secure and encrypted connections with two-factor authentication (2FA) and support for HIPAA compliance. You can also share and transfer files with drag-and-drop functionality.

Integrations are available natively for Freshworks, Slack, ServiceNow, NinjaOne, Synology, Microsoft Teams, and Atlassian. APIs are available.

ConnectWise ScreenConnect is a cloud-based solution that offers remote support, remote access, and remote meetings.

Why I picked ConnectWise ScreenConnect: I chose ConnectWise for its customization capabilities — you can add your brand identity elements like logos without coding. There are over 1,200 edit options; you can use custom URLs and white label your portal with icons, favicons, colors, and designs. You can even use your local language for menu items and embed TeamViewer into your site with an iframe.

ConnectWise ScreenConnect Standout Features and Integrations:

Features that I liked are its compatibility with ChromeOS, Windows, macOS, Linux, and Unix operating systems and browser support for Edge, Safari, Chrome, and Firefox. Technicians can enable a live stream session to resolve user issues in real-time. They can even save visual records for evidence and billing purposes.

Integrations are available natively for platforms like Acronis, ConnectWise PSA, Freshdesk, Solarwinds Passportal, and Zendesk.

GoTo Resolve offers various remote support and monitoring tools that allow IT professionals to access and fix devices remotely.

Why I picked GoTo Resolve: I like how GoTo is compatible with Windows, macOS, and Linux operating systems, and IT professionals can access and fix devices remotely without the user's presence. IT professionals can easily navigate between multiple monitors during a support session and restart a device remotely without ending the support session.

GoTo Resolve Standout Features and Integrations:

Features that I appreciate are that you can generate diagnostic reports to identify hardware or software issues. It lets you invite other team members to view or control a support session for training or additional support. You can draw attention to specific parts of a screen during a support session with annotation tools.

Integrations are available natively for Zendesk, Microsoft Teams, Outlook, Docebo, Prezi, Hubspot, Marketo, ActiveDemand, and Zoho CRM.

With Zoho Assist, you can provide technical support for your customers, access files and folders remotely, and collaborate with team members in real-time.

Why I picked Zoho Assist: I like Zoho Assist’s ease of use yet robust features. You can remotely access devices, even unattended. Screen sharing, screen recording, file sharing, live chat, remote printing, and reboot — you get all this on multi-platform support, including Windows, Mac, Linux, and more.

Zoho Assist Standout Features and Integrations:

Features that I want to highlight are that you can use its whiteboard feature to draw diagrams, make annotations, or brainstorm ideas collaboratively. Zoho Assist supports Wake-on-LAN, allowing you to remotely turn on a device in sleep or hibernation mode. If you need to transfer the session to another technician, Zoho Assist makes it possible without interrupting the support session.

Integrations are available natively for Zendesk, Service Now, Jira, Freshdesk, Spiceworks, Zoho Desk, G Suite, Slack, ManageEngine ServiceDesk Plus, and Microsoft Teams.

ControlUp is primarily a digital experience monitoring and optimization platform. It lets you get insights into the health of your end-user environments from any location and workspace.

Why I picked ControlUp: ControlUp stands out to me for its real-time monitoring capabilities for Virtual Desktop Infrastructure (VDI), End-User Computing (EUC), and servers. It can also alert you in case of critical failures, and you can customize issue resolution methods like cleaning up temporary directories, increasing disk space, and logging off idle users.

ControlUp Standout Features and Integrations:

Features that I admire about ControlUp are that it lets you customize dashboards to visualize the performance of resources. It offers script-based automation and remediation, and you can access historical performance data to analyze trends and make informed decisions about resource allocation. You can monitor and manage user sessions to ensure productivity and security.

Integrations are available natively for Citrix, Amazon Web Services (AWS), PowerShell, Windows Remote Desktop Services (RDS), and VMWare Horizon. APIs are available.

RemotePC is a remote support tool that allows users to securely access and control their desktop or laptop computer from anywhere, using an internet connection.

Why I picked RemotePC: I picked RemotePC for small businesses because the tool is intuitive and easy to use, which saves time and minimizes the learning curve for employees. You can organize users into groups and see remote access logs for users via its web console. It also offers iOS and Android mobile apps to provide remote support on the fly.

RemotePC Standout Features and Integrations:

Features that I feel can benefit small businesses are RemotePC’s compatibility with multiple operating systems, including Windows, macOS, and Linux. It also allows you to transfer files between local and remote computers. Users can watch videos from a remote computer on their local computer.

Integrations include native options, like Zendesk, Freshdesk, Freshservice, Jira Service Desk, Okta, GSuite, Jamf, and Azure Active Directory.

UltraVNC is a powerful remote administration software that allows users to control other computers remotely over the internet or local network.

Why I picked UltraVNC: What I like about UltraVNC, even though it’s free and open-source, is that you can do a lot with it. It lets you transfer files securely, supports encryption to ensure secure remote access and protect sensitive data, and you can embed a chat widget. It offers screen scaling options to adjust the remote desktop's size to fit the local screen.

UltraVNC Standout Features and Integrations:

Features I liked during my assessment are that it supports multiple monitors, allowing users to control and view multiple screens remotely. You can capture screenshots or videos of the remote desktop for documentation or troubleshooting purposes. Users can copy and paste text or files between the local and remote computers with its clipboard.

Integrations are available as plugins, including Mirror Driver, MS Logon, and Java Viewer.

ISL Online is a multi-platform remote support solution with features like file sharing, remote printing, and online collaboration tools.

Why I picked ISL Online: During my analysis, I found that ISL Online has plenty of features to simplify remote support. You can connect to ISL via options like a desktop app, website, email invite, live chat, access password, mobile app, and more. You can view, control, pause, resume, and share screens from Windows, macOS, or Linux computers.

ISL Online Standout Features and Integrations:

Features that I liked about ISL are that it lets you make a video call for personal support and you can work with multiple monitors. There are also whiteboard tools, customization options for language and colors, a clipboard for easy copy-paste, keyboard shortcuts, and groups and tags for selecting relevant remote computers.

Integrations are available natively for BMC Remedy, ConnectBox, and Remote Desktop Manager. APIs are available.