Announcing the Top Rated Remote Desktop Software for 2019

TrustRadius Top Rated

Today, we awarded the 2019 TrustRadius Top Rated badges for Remote Desktop Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.

Remote Desktop Software

Remote desktop software allows users to view, operate, and troubleshoot a computer without direct physical access. These products are most often used by IT teams and individual contractors to provide training, troubleshooting, and other assistance to other employees or customers. Depending on their level of access, remote users can watch as the local user performs a task, take control to demonstrate tasks or attempt fixes, and install or remove software. Other common features include remote power-on and wake capability, access to unattended devices, file-sharing capability, registry management, instant messaging, and remote access from mobile devices. Although remote desktop software is commonly used for IT purposes, it is also used by both individuals and businesses for sales demonstrations, computer usage monitoring in schools, and web conferencing. Vendors may offer separate versions of their products for these different use cases.

Buyers of remote desktop software should evaluate how well each product and version fits their organization’s needs. A large business purchasing software for its IT team may need mass deployment features, advanced security capabilities, and integration with existing IT solutions. Conversely, a small IT business or a company only needing a remote viewing solution might benefit more from products with simple client-side usage and team collaboration features.

Here are the winners:

TeamViewer

TeamViewer is a cross-platform remote desktop solution offering remote control access to and from PCs and mobile devices. It includes features like remote application management, wake and restart, malware protection, connection report generation, data backup, HIPAA-compliant security, integration with third-party tools, and a web-based administrative console. Its silent, automated mass-deployment feature helps users install TeamViewer on many devices at once. TeamViewer’s collaboration features give teams a virtual whiteboard, group text chat, secure file-sharing, contact lists, and video conferencing tools. A significant portion (40%) of TeamViewer users on TrustRadius are from midsize companies. Reviewers value TeamViewer’s built-in file-sharing tools, simple client-side installation, and support for multiple-monitor setups.

“Initial setup of TeamViewer is a fairly simple procedure, especially useful when talking [with] a client on how to install it over the phone…[It] also includes a plethora of other features including file sharing as well as both video and audio sharing…TeamViewer can be used as a one-stop shop for remote access, screen sharing, and tech support.”

– Aaron Pinsker | Owner | Information Technology and Services Company

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ConnectWise Control

ConnectWise Control is a remote desktop solution focused on serving businesses. It offers remote command line options, unattended remote access, file transfer tools, diagnostics applications, in-session chat, local printing from remote sessions, and VoIP capability. A single ConnectWise Control user can maintain up to 10 simultaneous client sessions. For remote hardware setup and support, ConnectWise’s View extension allows an onsite cameraperson and a remote technician to collaborate via streaming video. Other extensions include report management, desktop notifications, customizable themes, and integrations with third-party software like Zendesk. A majority (64%) of ConnectWise Control users on TrustRadius are from small businesses. ConnectWise Control’s remote command-line capability, multi-session support, user management tools, and simple client-side experience are often praised by reviewers.

“Management of all the remote users is easy with grouping and searching features, making it easy to find the person needing support…I have three licenses, and the multiple connections come in very handy. As business continues to grow, I can see my license count growing as well.”

– Verified User | Technician in Professional Services | IT and Services Company

[easy-tweet tweet=”ConnectWise Control: Management of all the remote users is easy with grouping and searching features” user=”trustradius” template=”qlite”]

VNC Connect

VNC Connect is a remote desktop tool designed for both individuals and businesses. Its cross-platform system includes attended and unattended access, remote wake and power-on, file transfer, remote printing, in-session chat, multiple client sessions per user, and bulk remote deployment features. Administrators can manage users, assign roles, and set permissions from a central dashboard. VNC Connect encrypts all remote sessions, helping users maintain security. Users from midsize companies and enterprise-level organizations make up the bulk (38% and 34%, respectively) of VNC Connect users on TrustRadius. Reviewers appreciate VNC Connect’s intuitive user experience for both remote users and clients, support for legacy operating systems, and access to out-of-network clients.

“[VNC Connect allows] connection with users on or off the network. Some of the people that require support often travel and require support wherever they are. VNC makes this available…VNC is a full featured and low-cost way for organizations to provide world-class support. I can’t think of a scenario in my field where it isn’t useful!”

– Nicholas Bates | Network Administrator | Mining & Metals Company

[easy-tweet tweet=”VNC is a full featured and low-cost way for organizations to provide world-class support.” user=”trustradius” template=”qlite”]

LogMeIn Rescue

LogMeIn Rescue is a remote desktop system focused on serving technical support teams. It offers multi-session capabilities, access to and from mobile devices, remote diagnostics tools, connection via SMS, unattended access, and interactive video for remote hardware support. LogMeIn Rescue also includes customer interaction and sentiment features like customer surveys, customized branding, and an estimated waiting time for clients. Administrators and managers can monitor live sessions, view recordings, schedule technician working hours, and manage groups and permissions. LogMeIn Rescue integrates with software like Salesforce and Zendesk, and its open API allows customized integrations. A large portion (41%) of LogMeIn Rescue users on TrustRadius are from midsize companies. Reviewers highlight LogMeIn Rescue’s ease of use for non-technical clients, monitoring capabilities, and extensive collaboration features for technicians.

“Once connected, the support person can see exactly what the remote user is seeing in real-time. Then, the technician can share or transfer the session with/to an escalation point if further assistance or analysis is needed. This high level of collaboration and interactivity helps us address the end user’s question or issue as quickly as possible.”

– Patrick Kielion | Software Trainer | Computer Software Company

[easy-tweet tweet=”LogMeIn Rescue: high level of collaboration and interactivity helps address the end user’s question” user=”trustradius” template=”qlite”]

BeyondTrust Remote Support

BeyondTrust Remote Support is a remote technical support solution. Its on-screen annotation tools, command shell access, registry editor, and scripting support help technicians quickly guide users, solve problems, and automate tasks. BeyondTrust Remote Support also offers customizable roles and permissions, technician collaboration tools, issue escalation capability, and integration with third-party software like Active Directory and Salesforce. For auditing and compliance, BeyondTrust Remote Support automatically records session activity, allows real-time monitoring, and produces audit logs on-demand. A sizable number (43%) of BeyondTrust Remote Support users on TrustRadius are from enterprise-level organizations. BeyondTrust’s robust security features, technician collaboration tools, and detailed logging and reporting systems make it stand out to reviewers.

“Being able to collaborate when needed was great. I didn’t have to share my screen via messenger with my teammate, but just have them get into the session. As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too.”

– Jeremy Stephens | Manager of Analytics | Computer Software Company

[easy-tweet tweet=”BeyondTrust: Being able to collaborate when needed was great.” user=”trustradius” usehashtags=”no” template=”qlite”]

Congratulations to the winners of the Top Rated Remote Desktop Software Award!

Top Rated Criteria

Products included in the 2019 Top Rated Remote Desktop Software list must have been in the top tier of their category TrustMap as of March 15th, 2019. To qualify for the Remote Desktop Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category.  Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.