Comprehensive purchasing guide: Remote IT support solutions

Acronis Cyber Protect Connect

This application from cybersecurity supplier Acronis furnishes distant desktop connections and monitoring for Windows, macOS, and Linux devices. Support professionals can utilize a Windows, macOS, or mobile customer to offer assistance utilizing Acronis’ exclusive low-latency NEAR distant desktop protocol or via the Microsoft Remote Desktop Protocol (RDP), Apple Screen Sharing, or Virtual Network Computing (VNC) protocols. Safety characteristics incorporate session encryption, keychain data protection, and master password protection. (See Acronis’ safety practices.)

AnyDesk

AnyDesk Software’s eponymously titled product offers safe remote desktop connections for Windows, macOS, Android, iOS, Linux, FreeBSD, Raspberry Pi, and ChromeOS apparatus. Distant access characteristics incorporate chat, remote reboot, session recording, and file transfer, as well as compatibility with earlier versions of supported OSes (including Windows 7 or more recent and macOS High Sierra or more recent). AnyDesk safety features incorporate private key encryption and 2FA. (See AnyDesk’s safety practices.)

BeyondTrust Remote Support

Remote Support’s characteristics encompass unattended access, annotation, file sharing, and remote mobile device camera sharing for Windows, macOS, Linux, Android, and iOS devices. Technicians can provide support utilizing a customer, a browser-based console, or a mobile app. Additional characteristics incorporate integration with external directories, such as LDAP, ITSM systems, third-party authentication tools, and password managers. Roles, permissions, and audit and compliance features are supported, as are session logs and the capacity to enable video session recordings. Other safety features include TLS 1.2 encryption and native 2FA (using a one-time passcode), as well as support for existing 2FA systems. The product has obtained FedRAMP approval. (See BeyondTrust’s safety practices.)

ConnectWise ScreenConnect

ScreenConnect supports Windows, macOS, Linux, Android, and iOS devices, including older versions of the desktop OSes. In addition to screen sharing and remote control, it offers session recording and reporting, file transfers, and access to unattended machines. Safety features incorporate role-based security, AES-256 encryption, 2FA, and compatibility with Active Directory and LDAP for user authentication. It also offers integrations with ITSM products from SolarWinds and Zendesk. (See ConnectWise’s safety practices.)

EasyVista EV Reach

EasyVista’s EV Reach (formerly Goverlan Reach) provides screen sharing and remote control for on-demand and unattended access to desktops, audio and audio chat, and screen and video capture sessions across multiple monitors. It supports devices connected via virtual desktop infrastructure (VDI), RDP, or Citrix. It also supports digital signage and kiosks; monitors CPU, disk, memory, and network activity levels; and technicians can create one-to-one or many-to-one support sessions. Enterprise-level characteristics incorporate Active Directory integration and management, global systems management via IT process automation, and support for IT compliance assessment and remediation. EV Reach supports 2FA, TLS 1.2, and AES 256-bit encryption for data in flight, and it’s HIPAA compliant. (Contact EasyVista for safety practices.)

iDrive RemotePC

Key characteristics of iDrive’s web-based RemotePC incorporate remote control, reboot, file transfer, and printing; a whiteboard; chat; mobile access from iOS and Android devices; session recording; the capacity to view multiple monitors the employee may be using; and the capacity for multiple support professionals to remote into the same employee’s device. Employees do not need to install remote customer software to receive support. Sessions are shielded by 2FA as well as TLS 1.2 and AES 256-bit encryption. Other characteristics incorporate session logging and reporting; compliance with FIPS, GDPR, HIPAA, PCI and other standards; Active Directory support; and the capacity to set roles and access permissions for each user. (See iDrive’s safety practices.)

LogMeIn Rescue

Rescue supports Windows, macOS, Linux, ChromeOS, Android, and iOS devices. In addition to remote control, it offers remote diagnostic capabilities; session recording, logging, and reporting; file transfers; multi-monitor navigation; and unattended access to employee devices. It offers out-of-the-box integrations and open APIs, including support for ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, and others. Administration characteristics incorporate session history and recording, as well as live reports of technician statistics and activity. Safety features incorporate Active Directory synchronization for user authentication, TLS 1.2 and AES 256-bit encryption, and 2FA. Technicians can establish support sessions from a web console and can host up to 15 concurrent sessions. (See LogMeIn’s safety practices.)

Netop Remote Access

Netop’s enterprise-class Remote Access offers on-premises and cloud-based versions that support Windows, Linux, macOS, Android, and embedded operating system users. Key characteristics incorporate remote screen view and control, chat, file transfer, and unattended access to remote PCs. It offers 256-bit AES encryption, MFA options including Microsoft Azure/Active Directory, and role-based access controls. It’s also compliant with the PCI-DSS, GDPR, HIPAA, FIPS, and ISO 27001 requirements for authentication and encryption. (See Netop’s safety practices.)

RealVNC Connect

RealVNC’s entry does not require supported users to install client software to receive support, and it allows technicians to have unlimited concurrent sessions. Connect characteristics incorporate remote screen viewing, remote control, file transfer and chat. Safety features incorporate MFA and SSO, as well as support for TLS 1.2 and 256-bit AES encryption. It’s also compliant with ISO/IEC 27001:2013, GDPR, CCPA, HIPAA, and PCI-DSS, and includes session logging and auditing. (See RealVNC’s safety practices.)

SolarWinds Dameware Remote Support

The Dameware remote support tool from service management software vendor SolarWinds is available in cloud and on-premises versions. It supports devices running Windows, Mac, Linux, Android, and iOS and has a mobile app for support professionals. Remote Support integrates with SolarWinds’ Help Desk Software and Service Desk products. In addition to remote screen viewing and remote control, key characteristics incorporate communication by voice or videoconference and the capacity to access unattended devices. It’s compatible with Active Directory, supports MFA and smart card authentication, and uses RDP for session security. (See SolarWinds’ safety practices.)

Splashtop Remote Support

This product, part of a suite of endpoint management tools available in on-premises and cloud versions, is on the lower end of the enterprise-scale tools, but is still very much relevant, says Cipolla. It supports Windows, macOS, Linux, ChromeOS, VDI, point-of-sale, and kiosk devices. It offers unattended device access as well as multi-monitor support, chat, session recording, file transfer, event logs, and role-based access controls. Safety features incorporate TLS and 256-bit AES encryption and 2FA. An enterprise version adds SSO/SAML integration as well as integrations for ServiceNow and Salesforce. (See Splashtop’s safety practices.)

TeamViewer Remote

TeamViewer supports remote control, file transfers, unattended access, session recording, and multi-user remote control sessions where a support professional can bring in another technician to help Windows, macOS, Linux, iOS, and Android users. TeamViewer’s cloud-based enterprise-level plan, TeamViewer Tensor, includes mobile device management features and supports logging and reporting for auditing, SAML 2.0 for single sign-on, and rule- and expiration-based access permissions. Integrations for ServiceNow, Zendesk, Salesforce, Microsoft Teams, and other enterprise applications are also available. (See TeamViewer’s safety practices.)

Zoho Assist

Zoho markets its Assist product as “enterprise grade,” and Cipolla categorizes it as a relatively low-price enterprise IT support tool that includes screen sharing, remote control, file transfers and remote rebooting of Windows, macOS, Linux, iOS, Android, and ChromeOS devices. It includes safety features such as single sign-on using SAML, MFA, 256-bit AES encryption, and permission-based access. Zoho Assist also offers session recording and session and audit reporting. Integrations are available for ServiceNow, Zendesk, Zoho Desk, Zoho CRM, Jira, and more, and Zoho Assist meets compliance requirements for HIPAA, GDPR, PCI, CCPA, ISO/IEC 27001, and several other industry standards. (See Zoho’s safety practices.)

This article was originally published in May 2020 and updated in August 2024.

About Author

AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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