Birds Eye View Of A Person Using A Computer

6 Remote Desktop Tools for Efficient Tech Support

It’s one thing to hear a tech issue described, but quite another to witness it with your very own eyes.

Remote desktop tools give tech support teams the power to see user behavior, application quirks and desktop environments for themselves, helping them diagnose issues quickly and efficiently. They can also help technical teams launch new releases and updates for clients and quickly install applications, rather than guiding them through every step of setup.

Desktop sharing applications have been around for many years; however, due to their popularity in the IT field, many programs have developed specialized features designed specifically for technical troubleshooting.

Examples of these include streamlined UIs that allow support team members to access remote machines, servers, and networks; on-the-fly invites and stripped-down remote access for quick diagnosis; and shortcuts designed for quick access to third-party diagnostic tools.

These kinds of capabilities distinguish tech support remote desktop applications from those used mainly for meetings and remote working. Although there is an overlap in the software used for both functions, the tools our users reviewed highly for remote desktop support often focus on functionality over video or sound quality.

These products may include special tools designed to assist IT professionals, such as ticketing system integration, technician toolboxes, and the ability to access sleeping/powered off computers.

Methodology

To design this article, we chose products that had above an 8.0 overall score on TrustRadius and at least 40 reviews. They are in order according to their overall TR Score, from highest to lowest. We also considered the industry from which the majority of users originated; software with high numbers of reviewers in the Information Technology or Computing fields were given some preference over those whose users worked in other fields. See the Remote Desktop Software TrustMap for the full rankings.

Connectwise Control dashboard

Image via ConnectWise Control

1. ConnectWise Control (formerly ScreenConnect)

Connectwise score

(out of 497 ratings)

ConnectWise Control, formerly ScreenConnect, is a remote desktop application designed by Elsinore Technologies and acquired in 2015 by ConnectWise. Once installed on a server, machine or network, the self-hosted software allows users to initiate screen-sharing sessions from the central web application. ConnectWise Control also features an open architecture structure so that users may implement custom plugins, scripting, or integrations.

Many of our ConnectWise reviewers appear to be using it as a remote support solution for clients. Often these users hail from small IT companies where efficient and fast client support is critical. In fact, of the 277 reviews of ConnectWise Control on TrustRadius, 92 of them—or approximately a third—are from users in the Information Technology and Services industry, at companies with 50 or fewer employees. Many reviewers appear to like it for the ease of use and praise the application’s ability to launch quickly, even for technically-challenged users.

Users Rate These Features Highly:

Apple remote desktop dashboard

Image via Apple

2. Apple Remote Desktop

apple remote desktop score

(out of 44 ratings)

Teachers and computer administrators have relied on Apple Remote Desktop, or ARD, since 2002. It was designed specifically for volume; the software allows the primary user to manage large numbers of computers at once. This feature makes it useful for educators working in computer labs or with groups of students. And often the users who reviewed ARD on TrustRadius came from IT or tech-related roles in education or media companies. Approximately 25% of our users listed some sort of education-related field as their industry, whether it was E-learning, Education Management or Higher Education.

IT administrators can use ARD to push out updates or install software on multiple macs at once, making it a valuable tool for managing a number of machines. And of course, the software includes screen sharing capabilities to perform remote tasks and end user assistance. The remote tools require a separate end user authentication. Once that’s accomplished, the primary user chooses between three different levels of connection: observe, a read-only type of administration; control, which allows the admin to take over the desktop; and curtain, which disables access for the end user, granting controls to the admin only.

Users Rate These Features Highly:

GoToAssist dashboard

Image via GoToAssist

3. GoToAssist

GoToAssist score

(out of 42 ratings)

GoToAssist’s target audience is right there in the name: this product is aimed at support professionals and IT technicians who assist and diagnose a large number of client issues on a day-to-day basis. It’s a leading cloud-based for IT monitoring and service desk administration.

One of GoToAssist’s benefits for users appears to be its convenience and ease of use. Of the 15 GotoAssist users who chose to review the product on TrustRadius, approximately 20% actually used the phrase “easy to use” when describing this product. Security is another asset—users appreciate that GoToAssist provides a secure, one-time access token which clients then used to allow remote access. The majority of users who responded to the question “how likely are you to renew?” gave positive feedback.

Users Rate These Features Highly:

  • Accessibility: The tool is easily used on mobile devices and computers. It offers two-way screen sharing, simplifying remote support. Each session allows you up to eight separate viewers so you can diagnose support issues as a team.
  • Security: The tool offers a unique token for every session. Users also like that you can also restart workstations in safe mode.
  • Session Recording: GoToAssist allows you to record each client interaction for reference later, which users say helps reduce support tickets.
DameWare dashboard

Image via DameWare

4. DameWare Remote Support

Dameware score

(out of 72 ratings)

SolarWinds’s DameWare application is a remote support tool for both troubleshooting and Windows administration. Users often find this product useful for helpdesk support and problem-solving for remote machines and servers—even for devices outside the company firewall. The tool allows for bulk actions, such as mass exports of Windows configurations, which makes it well suited for both small and mid-sized companies with many remote users.

When we looked at our reviewers’ demographics, we found some interesting trends. A number of reviewers fill IT roles outside the traditional computing industries, or serve small IT shops where efficiency is the rule of the game. For many, the real advantage seems to be in the price; multiple reviewers specified that the cost-versus-functionality of this tool offers the greatest bang for their buck.

Users Rate These Features Highly:

  • Ticketing: DameWare is integrated with WebHelpDesk to simplify ticket administration.
  • Ease of Use: For many reviewers, DameWare “just works,” offering a high degree of functionality with little work from the end-user side of the equation.
  • Compatibility: DameWare connects to most operating systems and works with mobile devices as well.
  • Lightweight: Users say the application is lightweight for convenient, fast troubleshooting.
Teamviewer dashboard

Image via coolsmartphone.com

5. TeamViewer

TeamViewer score

(out of 743 ratings)

TeamViewer, a proprietary computer software package owned by GFI Software, is a fairly popular choice for remote troubleshooting among IT professionals. The full application is accessible by download; however, once installed, machines are “owned” and can be accessed again on the fly. There are also a web-browser and mobile versions of the application for end users without access to downloads.

With 743 ratings, TeamViewer is perhaps one of the most reviewed options for remote administration on our site. Employees from mid-sized companies are most likely to review, although this product has a heavy following with small and large businesses as well.

Users Rate These Features Highly:

Bomgar dashboard

Image via Bomgar

6. Bomgar

Bomgar score

(out of 132 ratings)

Bomgar bills itself as “secure remote access for privileged users,” and for many of its users, the security of this product does appear to be one of its chief benefits. Many reviewers who recommend it frequently deal with regulated data, such as IT professionals working in financial institutions. Because this product allows you to work behind a firewall it offers a more secure experience than cloud-based web applications.

Users Rate These Features Highly:

How to choose?

The range of scores for these products is narrow, with all five products scoring highly overall. This implies that perhaps there is a relatively low level of differentiation between the products. However, some of these products like GoToAssist and TeamViewer are quite inexpensive, while DameWare and particularly Bomgar cost more. This raises the question of why some companies choose to pay a lot more for what looks like commodity functionality. Part of the reason is that looks can be deceptive. For example, large companies use a product like Bomgar when they require rock-solid performance, great security, a very complete set of capabilities and a polished and responsive support team.

Since this is somewhat of a commodity market, it definitely makes sense to compare capabilities, and to carefully consider cost versus support needs.

For a deeper dive into remote assistance software, please visit Remote Desktop Software page.

Erin Vaughan

Erin Vaughan currently resides in Austin, TX. When she’s not outside enjoying a hike through the Texas hill country, she writes about the latest technology and tools for TrustRadius.

Leave a Reply

Your email address will not be published. Required fields are marked *