Remote Access Management Software for Support: Review

Regular email or call based support mechanism doesn’t work very well for IT related issues. Troubleshooting and identifying a problem may be complicated and customers are generally not equipped with the know-how. Remote access management software exists to resolve such issues. With remote access management software, your agents can easily take control of the customer’s device for troubleshooting and maintenance operations.

Typically, a remote support software involves

Installing a software at both the customer’s system and at the agent’s system.
Some form of authorization between the agent and customer for security to establish a session.
Screen-sharing.
The agent taking control of the customer’s keyboard and mouse.
Text/voice mode of communication while troubleshooting.

These tools may also support the following features to varying degree

A shared clipboard that allows an agent to copy-paste text content from his system to the customer’s system.
Cross-platform support (connect between Windows, Mac & Linux).
Connecting from and to mobile devices.
Simplified file-sharing mechanism between the two systems.
Whiteboards i.e., drawing lines and shapes on the customer’s screen to highlight something
Support for printing remote files from customer’s system on a local printer
Ability to record the session.

In this comparison, we will be looking at some of the best and most popular remote access management software available.

1. LogMeIn Rescue

Note: LogMeIn has other products like Pro & Central with stripped down feature set.

Standout Features

LogMeIn Rescue is available for both mobile devices and desktops – PCs, Macs, iOS devices and Android devices. Cross-platform connection possible.
Supports file-transfers, live-chat and screen-sharing between the agent and customer. Drag & Drop between agent and customer systems is possible.
Allows customers to connect quickly using a 6 digit code.
Whiteboard functionality.
Rescue Lens: Remote video streaming that allows agents to guide customers to resolve the problem themselves.
Integrates with other tools like Salesforce, HappyFox etc.
Admins can monitor and record sessions with support for real-time reporting. Permissions can be granted to agent groups.
Ability to configure unattended access.
An agent can have a maximum of 10 active sessions.
Sessions can be transferred between agents.
Supports scripting: Agents can easily run predefined scripts on the customer’s machine for diagnostics remotely.
Remote reboot and reconnect is supported.

Cons

Cannot connect to Linux machines.
No support for UHD (4K) resolution (while connecting to customer devices).
Expensive.
Outdated agent console UI.

Trial

No free version, but a 14-day trial is available.

Pricing

Basic Plan: $1299/year/seat
Basic + Mobile support: $1799/year/seat
More licenses needed for additional seats.

Verdict

Ultimately, if the price is not a concern and if you are looking for a remote access management software that has an advanced feature-set and also supports customizations and branding, Rescue by LogMeIn will definitely satisfy your requirements.

2. TeamViewer

Standout Features

TeamViewer allows agents to control both desktops (Windows PCs, Mac, and Linux) and mobile devices (running Android, iOS, and Windows Mobile). Supports cross-platform connection.
UI is more modern when compared to the other remote access management software.
Supports remote file-sharing between customer and agent.
Remote unattended access is possible with the option to remotely wake-up devices in sleep mode.
TeamViewer agent console has quick and useful shortcuts that can be launched with the click of a button.
Online meeting/video streaming supported with support for a whiteboard. Can also be used for online meetings.
Flexible pricing plan based on your requirements.
Collaboration supported through whiteboard app.
Can connect to customer systems with UHD displays.
Integrates with CRM like Salesforce with support for API as well.

Cons

Drag & Drop of files is not supported.
No support for scripting, unlike LogMeIn.
Difficult to manage multiple sessions for the same agent.
Linux support is via WINE, so it may have some issues.

Trial

Unlike most other tools, a free non-commercial license is available.

Pricing

Business, Premium, Corporate and Enterprise plans are available.
Corporate Plan costs about $2,839 for 3 seats.

Verdict

TeamViewer is an easy-to-use and feature-rich remote access management software. With a flexible pricing plan and an intuitive UI, it is a strong contender in this category.

3. GoToAssist

Standout Features

GoToAssist supports cross-platform connections between desktops and mobile devices. Desktop – Macs and Windows PCs. Mobiles – iOS and Android devices.
Chat collaboration between agent and customer is supported (including voice).
Support for file-transfer between agent and customer systems, even in unattended sessions. Files can also be dragged & dropped.
Sessions can be transferred between agents.
Annotate the customer’s screen using the whiteboard feature.
Option for quick-diagnostics from agent interface.
Multiple team members(agents) can be invited to join a session.
Session recording and reporting on sessions can be done.
Named licenses or concurrent(shared) licenses can be purchased. Concurrent licenses can be shared between unique agents. An agent can have 8 concurrent sessions.
Conditional customer routing is possible.
Reporting module is comprehensive.

Cons

No support for Linux.
UI is slick but a little clumsy.
Ideal for SMBs. May not be suitable for large enterprises.
No support for advanced features such as remote reboot, connecting to systems in safe mode etc.

Trial

Free 7 day trial.

Pricing

$1188/year/seat for the Concurrent plan.
Additional licenses can be purchased if needed.

Verdict

GoToAssist is an ideal choice for a remote support software if advanced system-level debugging is not a requirement. If you have a lot of agents who are only occasionally active, the concurrent license plan can help cut costs significantly.

4. Bomgar

Bomgar

Standout Features

Bomgar supports Windows, Mac, Linux and also mobile operating systems such as Android and iOS. Support for cross-platform remote access.
Optional HTML5 based agent console available with most of the features intact. Agents can securely connect to devices using the service instead of downloading an app.
Provision to opt for a cloud version or purchase a hardware variant running the service for self-hosting.
Silent monitoring of agents, ability to group agents and restrict/grant access.
Supports unattended access of customer systems.
Provides whiteboard to annotate on the customer’s screen during a remote sharing session.
Zero footprint sessions allow client software to be completely removed after a remote support session.
Supports live-chat translation during a session.
Perform quick diagnostics/patching on customer’s systems using custom scripts.
Supports customer routing and queueing.
For identity management, it offers LDAP, Kerberos, and SAML.
One of the few products in this domain to offer application sharing – when agents share their screen, they can restrict what is visible to the customer.
Provides a lot of in-built integrations with CRM and identity management solutions.
Supports concurrent licenses.

Cons

Session inactivity warning can be distracting to agents.
Wake on LAN functionality is not available (for sleeping devices).
Lacks voice-chat during remote sessions.
Expensive.

Trial

Free trial for 7 days

Pricing

Cloud version – $1995/agent/seat (concurrent license)
Owned Appliance – One-time purchase (not specified)

Verdict

If you want a remote support solution with multiple deployment options, ability to use a web console for initiating secure sessions on the go without compromising on features, Bomgar is a good choice. However, it is also one of the most expensive tools in this segment.

5. VNC Connect

Standout Features

VNC Connect supports multiple platforms including Windows, Mac, Linux, Android, and iOS. Cross-platform connection possible.
Supports up to 10 concurrent sessions for an agent.
Whiteboard feature is available.
Support for file transfers.
Provision to have a self-hosted or cloud version depending on requirement.
Supports unattended access.
Allows for zero-footprint remote sessions
Provides legacy platform support as well.
Very cost-effective when compared to others in this segment.

Cons

Firewall setup can complicate initial configuration.
No central UI to manage file transfers.
Does not support desktop link/icon to quick-connect to customer systems.
Reporting is barebones.
Lacks many advanced features that other products provide.
SDK only recently launched. Limited integrations when compared to others.

Trial

Non-Commercial free license for upto 5 users available.
30 day trial for Enterprise version.

Pricing

Self-hosted Enterprise version: $55/year/agent
Cloud Enterprise version: $400/year/agent (named license)

Verdict

If you are on the lookout for a remote access management software to help people with some technical knowledge, VNC Connect is a good choice. However, it does not offer a lot of advanced features that some other competitors provide. It provides a clean interface and no-frills remote support.

Remote Access Management Software – Quick Comparison

Remote Access Management Software Comparison

If you are interested to know more about how integrating remote access software with HappyFox for better support experience, feel free to schedule a demo with us!