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Best 10 Remote Support Help Desk Software of 2024

Melisa Wrobel May 25, 2024
- 35 min read

Remote help desk software has become a crucial item for organizations with hybrid or remote work policies and teams distributed across different geographical locations. The reason behind this is that it allows them to provide IT support and resolve issues regardless of where the agents and customers are located.

We crafted this complete guide to help you choose the right IT Service Management (ITSM) tool, focusing particularly on those that provide remote support within their operating system.

Whether you're a small business or a large enterprise, this curated list of help desk options will ensure that your support team is equipped to handle any technical issue through remote access, no matter where it arises.

Table of contents

TL;DR

  • Remote help desk software provides IT teams a centralized platform to offer support across different locations and time zones.
  • Unlike a regular help desk, where customers or employees can visit the physical location, remote support service desk Software offer multiple communication channels between agents and users.
  • Remote support solutions help to improve the customer experience, increase efficiency, enhance knowledge sharing, and reduce costs.
  • Must-have features to look for include a Ticket Management system, multi-channel support, a self service portal, and reporting and analytics.

 

Want the short version? Pick InvGate Service Management and start handling tickets in a day

We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Management can do everything we say here, and you can test it right away for free for 30 days.

 

What is a remote desktop software?

A remote support help desk offers technical support to customers or employees who are situated in different locations. Its primary goal is to provide timely and efficient assistance, regardless of where the user is contacting the agent from. 

Unlike a regular help desk, where customers or employees can visit the physical location, a remote support solution relies on multiple communication channels (such as phone, email, chat, or remote desktop control software) to enable support teams to communicate and address issues.

One of its main benefits is the ability to reduce the need for on-site visits, which can be time-consuming and costly. They also allow agents to provide remote assistance and solve technical issues without the need for physical access to the device or operating system. This can result in faster resolution times, reduced costs, and increased customer satisfaction.

10 remote help desk software options for your organization

If you're looking for service desk software to serve as your remote support solution and foster your organization's IT needs, there are many options to choose from.

Here are ten of the most popular remote support software options on the market:

 

 

1. InvGate Service Management

 

 

InvGate Service Management is an all-round ITSM solution designed to address the remote support service needs of IT teams of all sizes and multiple locations. It comes with a set of features that will make your remote assistence easier and smooth.

Remote support software features

It is ideal to apply Incident Management, Problem Management, Change Management. It also has a native integration with our ITAM tool to manage and monitor assets remotely.

One of its biggest pros is its ease of use and implementation, its intuitive interface, and dedicated support during the process, no matter where you are, making it a great option for organizations looking to implement remote help desk support quickly and at large scales.

Since adopting InvGate Service Desk Software, Mc Donald's  was able to unify multiple help desks on a single platform across 19 countries and 2255 restaurants in Latin America and the Caribbean. When implementing the tool throughout so many different teams located also in different parts of the world, Nancy Esersky highlighted "It is easy to adopt and very well received by users. Again, the cost-benefit is very convenient".

InvGate Service Management pricing

You can access the tools different pricing models within the website, here.

If you want to try it out, you can either explore the live demo, request our 30-day free trial, or book a quick meeting with our experts that are eager to help you out.  You can easily later turn the trial instance into your definitive workspace!

InvGate Service Management reviews

According to G2, the platform is reviewed with 4.7 stars out of 5. Within Gartner, with 4.6.

 

 

2. Freshdesk

Freshdesk overview

freshdesk-interface

Freshdesk is another popular cloud-based remote support solution that offers a range of features.

Remote support software features

Freshdesk includes Ticket Management, automation, and reporting. It also offers a screen sharing feature that allows technicians to take control of a user's remote device to solve issues and provide remote support.

Nevertheless, keep in mind that its interface can be overwhelming and difficult to navigate, particularly for new users. This can be somewhat tricky in a remote support context if end-users find the help desk system hard to use.

Freshdesk pricing

Freshdesk offers a free trial for 14 days and its licensing model is agent/month. This support software is free for up to 10 agents, and then starts at $18 per agent every month.

Freshdesk reviews

According to G2, the platform is reviewed with 4.4 stars out of 5. Within Gartner, with 4.4.

Freshdesk alternatives

 

3. Zoho Desk

Zoho Desk overview

Zoho-desk-dashboard

Zoho Desk is another a cloud-based help desk solution worth considering for your support teams.

Remote support software features

Among its main features, we can find a self-service portal and customization. Its live chat feature allows technicians to communicate with users in real-time and a screen sharing feature for remote troubleshooting.

However, it has limited integrations with third-party tools, which may be a drawback for some organizations that need them to provide all-round remote assitance.

Zoho Desk pricing

Zoho Desk offers a free trial for 15 days and its licensing model is agent/month. This support software is free for up to 3 agents, and then starts at $9 per agent every month.

Zoho Desk reviews

According to G2, the platform is reviewed with 4.4 stars out of 5. Within Gartner, with 4.4.

Zoho Desk alternatives

 

4. ManageEngine

ManageEngine overview

Example of ManageEngine's interface.

ManageEngine offers a suite of IT Management tools, including remote support.

Remote support software features

ManageEngine counts with the following remote support capabilities: screen sharing, remote control, and file transfer capabilities.

Although it is a popular tool, it can be complex to set up and configure, especially for smaller organizations with limited IT resources.

ManageEngine pricing

ManageEngine offers a free trial for 30 days and its licensing model is technician/month. This support software starts at $12 per technician every month.

ManageEngine reviews

According to G2, the platform is reviewed with 4.2 stars out of 5. Within Gartner, with 4.3.

ManageEngine alternatives

 

5. SolarWinds

SolarWinds overview

Example of SolarWinds Web Help Desk's interface.

On the other hand, SolarWinds offers a range of IT Management tools, including remote support.

Remote support software features

SolarWinds has some features that will help you with remote support, like screen sharing, remote control, and file transfer capabilities.

However, if you want to work with large data sets within your support tasks, take into account that it has its limitations and complexities to do so.

SolarWinds pricing

SolarWinds offers a free trial for 30 days and its licensing model is technician/month. This support software starts at $39 per technician every month.

SolarWinds reviews

According to G2, the platform is reviewed with 4.4 stars out of 5. Within Gartner, with 4.3.

SolarWinds alternatives

 

6. BMC Helix

BMC Helix overview

Example of BMC Helix's interface.

BMC Helix is a ITSM solution that can be used to provide remote support.

Remote support software features

BMC Helix offers a range of features for support tasks, such as Incident Management, Problem Management , and Asset Management. Specifically for remote support, it comes with a screen sharing feature that allows technicians to control the user's remote device.

Do consider that this remote support software can be complex to navigate, particularly for non-technical staff, which can bring issues if end-users don't adopt it.

BMC Helix pricing

BMC Helix offers a free trial. You have to request a quote to get access to the pricing of this support software, as it is not disclosed.

BMC Helix reviews

According to G2, the platform is reviewed with 3.7 stars out of 5. Within Gartner, with 4.3.

BMC Helix alternatives

 

7. Help Scout

Help Scout overview

Help Scout is a help desk system that has remote assistance features.

Remote support software features

Help Scout counts with workflows, a knowledge base, and integrations. It also provides you with live a shared inbox between agents and teams that can be very helpful during remote support tasks.

When researching the tool, don't lose sight of the fact that its reporting and analytics features are limited compared to other remote support solutions.

Help Scout pricing

Help Scout offers a free trial for 30 days and its licensing model is user/month. This support software starts at $25 per user every month.

Help Scout reviews

According to G2, the platform is reviewed with 3.7 stars out of 5. 

 

8. ServiceNow

ServiceNow overview

Example of ServiceNow's interface.

 

ServiceNow is a cloud-based help desk system and ITSM solution worth considering for its remote desktop functions.

Remote support software features

ServiceNow includes robust ITSM features for Incident Management, Problem Management, Change Management, and Asset Management. Its screen sharing feature allows technicians to take control of a user's remote device when offering remote support.

On the other hand, to access these functions, it can be complex to implement and configure, particularly for organizations with limited IT resources.

ServiceNow pricing

ServiceNow doesn't offer a free trial. You have to request a quote to get access to the pricing of this support software, as it is not disclosed.

ServiceNow reviews

According to G2, the platform is reviewed with 4.3 stars out of 5. Within Gartner, with 4.3.

ServiceNow alternatives

 

9 Jira Service Management

Jira Service Management overview

Example of Jira Service Management's interface.

Jira Service Management is another remote support solution worth considering.

Remote support software features

Jira is also ready for ITIL processes (including Incident, Change, and Problem Management). In addition, it provides you with a robust API to integrate it with other tools, which is important to provide effective remote support.

But, as it is better suited for technical teams, you have to take into consideration that it may not be as user-friendly for non-technical staff.

Jira pricing

Jira offers a free trial and its licensing model is agent/month. This support software is free for up to 3 agents and then starts at $22 per agent every month.

Jira Service Management reviews

According to G2, the platform is reviewed with 4.2 stars out of 5. Within Gartner, with 4.3.

Jira Service Management alternatives

 

10 HappyFox

Lastly, HappyFox is also SaaS-based and offers features for remote support sessions.

Remote support software features

Its main functions for remote support include canned actions, task management, and reports. Moreover, it counts with a knowledge base to create and share articles among agents. This may be a better option for smaller organizations, as it has a smaller suite of features than other options in the market.

HappyFox pricing

HappyFox offers a free trial for 30 days and its licensing model is agent/month. This support software starts at $29 per agent every month.

HappyFox reviews

According to G2, the platform is reviewed with 4.5 stars out of 5. 

Why do you need remote support software?

Remote support software is becoming increasingly essential for IT support teams that provide remote assistance to customers or employees and perform support tasks from different locations.

A centralized help desk system to manage and automate service offerings enables agents to work more efficiently and improves the customer experience. 

Benefits of remote support help desk

Here are some of the key benefits of implementing a remote support tool:

  • Improved customer experience - When you have remote workers located in different time zones, they can receive support not only from anywhere, but also at any time. By having a remote support solution, you can provide faster response times and increase overall satisfaction. If necessary, you also have the option to set different language options, to adapt to each support customer's needs.

  • Increased efficiency - A centralized platform that offers remote support enables agents to manage different tickets coming from multiple sites. Plus, they can automate certain tasks such as ticket routing, making the whole process more efficient.

  • Reduced costs - By reducing the need for on-site visits, with remote access software you can save time and money on travel and equipment expenses.

  • Improved collaboration and knowledge sharing - By offering remote access to your customers to the help desk system, you can create an internal knowledge base of common issues and solutions, encouraging self-service solutions for certain issues and freeing up your support team.

  • Better decision-making - Centralizing all the requests from multiple locations onto one single remote support solution will give you a full picture and allow you to create comprehensive reports on your operations, which will lead to making data-driven decisions. 

Challenges of providing remote support

While remote support help desks have many benefits, there are also some challenges associated with implementing them effectively. Here are some common pitfalls and potential drawbacks:

  • Technical difficulties - Providing remote support requires a stable and reliable internet connection, as well as the right remote desktop software and hardware tools. Technical difficulties such as network issues, software compatibility problems, or outdated equipment can hinder the process. These issues can be mitigated by regularly updating software and hardware, testing the remote support solution, and providing training to agents.

  • Communication barriers - Having agents and support customers at different locations can sometimes lead to communication breakdowns due to language barriers, cultural differences, or lack of clarity in instructions. To overcome this challenge, when providing remote support, you can build a specific help desk for each region.

  • Security concerns - Remote support can pose security risks, particularly if support agents require remote access to sensitive data or systems. To reduce them, your organization should ensure that the access is secure and only granted to authorized personnel, and that the whole process is thoroughly monitored and regularly audited.

  • Lack of physical presence - Support agents can find it challenging to diagnose hardware issues or provide physical assistance with certain types of equipment. A solution to this can be to incorporate a remote desktop to control your support software, video conferencing tools, or other remote collaboration technologies.

  • Inadequate training - Agents require proper training to effectively provide top quality remote support, and it can be challenging to do so with remote teams. If they are not trained properly, it can lead to incorrect diagnoses, longer resolution times, reduced customer satisfaction, and agent churn. Make sure that all agents participate in the onboarding process of your tools, and build a knowledge base to give them access to all the data they might need.

6 must-have remote help desk software features

When researching remote help desk software, it's essential to look for specific features that can enhance the effectiveness and efficiency of your support team.

These are the most important remote support software must-have features that businesses should consider:

1. Ticket Management 

Example of the Ticket Management view on InvGate Service Management.

A Ticket Management system is probably the critical feature of remote help desk software, as it enables support agents to smoothly organize their workload and remote support sessions by tracking, prioritizing, and managing numerous support tickets.

With remote support software, you can build multiple help desks, each one to attend to and be remotely accessed by a different language or time zone. This ensures that teams can respond to inquiries promptly, or triage when needed, which reduces resolution times and improves customer satisfaction.

2. Multi-channel support

tm-communication-and-collaboration-1

Your software should enable support agents to provide remote assistance through multiple communication channels from wherever they are, including email, chat, phone, and social media.

Multi-channel is key to remote support as it ensures that customers can reach out to the help desk through their preferred medium, and at the same time agents can perform support tasks and manage tickets from a single interface. This can be done by native or third-party integrations, or even an API.

3. Self-service portal

invgate-service-desk-self-service-portal

Within remote support software, end-users must be provided a way to manage their requests and issues at their wish. A self-service portal offers them the ability to create tickets, follow their status, and access a knowledge base with information on how to solve simple situations without the need to escalate it to an agent. This will save them time and give them autonomy. 

4. Knowledge base

access-knowledge-base-on-invgate-service-desk

A knowledge base is a centralized database of information that can address frequently asked questions or common technical issues.

This feature empowers agents with the necessary data to provide quick and accurate remote support to certain recurring issues. This is ideal for teams with agents in different locations, as they can easily access remotely and share knowledge within the support software with their peers and establish common procedures.

5. Reporting and analytics

customizable-dashboards-on-invgate-service desk

As it is a challenge to manage a team with agents who are all working isolated, remote help desk software should provide robust reporting and analytics capabilities to enable you to track key metrics such as First Contact Resolution, Ticket Volume, Escalation Rate, and Customer Satisfaction.

This information within support software can help you identify areas for improvement, make informed decisions, and optimize your remote support sessions.

6. Integrations

InvGate Service Management integration cheat sheet.

Integrating your support software with other tools used by your business, such as ITAM software with an agent installed in all your organization's devices. This will keep them reporting on their health status and any other changes that might occur.

On the other hand, third-party integration like Zapier are a must to have a robust ITSM structure. They ensure agents have easy access to relevant customer data, and allow you to create different workflows.

In short

Providing effective remote support requires proper training, and well designed technology and processes. In this sense, remote help desk software is an essential tool for businesses that want to provide fast and efficient remote support to their customers or employees, while reducing costs and improving customer experience.

When choosing the right help desk software, you should make sure that it includes certain basic capabilities. Among the main features to look out for when choosing your support software, we highlight:

  • Ticket Management 
  • Multi-Channel Support
  • Self-service portal
  • Knowledge base
  • Reporting and analytics

Ask for InvGate Service Management’s 30-day free trial, and start implementing remote support in your organization!

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