IT Tools

Remote Help Desk Software: What it is And How to Choose The Right Tool

39 min read
ITSM: The Definitive Guide
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When IT issues arise, providing effective remote support requires the right tools. But the term "remote help desk software" can mean different things depending on the specific needs of your organization. Some users look for service desk platforms that handle Ticket Management and user requests, while others seek tools for remote desktop access to troubleshoot directly on a user’s device.

Understanding the distinction between these categories is key to setting up an efficient IT support system. In some cases, you might need only one type of tool, while in others, an integrated solution could be more practical. This guide breaks down the differences and explains how they complement each other. We also list some tools to help you choose the best solutions for your team.

Let’s start by clarifying the two primary types of remote IT support tools: help desk software and remote desktop tools.

Remote support solutions: key functionalities to consider

Effective remote IT support relies on a combination of tools designed to diagnose and resolve technical issues across different locations. Below, we’ll explore the two main types of software functionalities that play a central role in remote IT support.

Help desk software

Help desk software provides the foundation for managing user support requests. It centralizes all interactions, allowing IT teams to track, prioritize, and resolve issues efficiently. These platforms often include features like ticket categorization, SLA tracking, and automated workflows, making it easier to handle high volumes of requests from distributed teams.

Help desk software is especially effective for:

  • Organizing user requests: Provides a structured way to log and monitor tickets.
  • Prioritizing tasks: Ensures urgent issues are addressed promptly.
  • Improving efficiency: Automates routine processes to save time.
  • Tracking performance: Offers reporting tools to measure team productivity.

However, while help desk platforms excel at managing the support process, they don’t directly resolve technical issues that require hands-on intervention. That’s where remote desktop software comes in.

Remote desktop software

Remote desktop software fills the gap by enabling IT professionals to access and control user devices from anywhere directly. This allows for real-time troubleshooting of software problems, configuration changes, or system diagnostics, even if the user is not physically present.

These tools allow agents to remotely access, see, and control the user's device, offering flexibility for different scenarios:

  • Attended remote support session: The agent connects while the user is present to walk them through troubleshooting steps or demonstrate how to resolve an issue.

  • Unattended support session: For tasks like software updates, diagnostics, or fixing errors, the agent can connect to the device without needing the user to be online or actively involved.

Once connected, the agent can perform actions such as running system diagnostics, installing updates, or resolving configuration problems directly.

Tools like TeamViewer, AnyDesk, or RDP simplify this workflow, often integrating with asset management systems. For instance, InvGate Asset Management lets agents initiate a session directly from the asset profile, ensuring they have all the relevant details about the device before they begin.

Having both types of software, or a combination of them, can significantly enhance the efficiency of your IT support. Keep reading to learn about top solutions and integration tips to streamline your service delivery.

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.

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.

When paired with InvGate Service Desk, InvGate Asset Management simplifies remote support workflows.

  • Agents can launch remote desktop sessions directly from the asset profile.
  • Combining asset data with support activity gives a complete view of the device's history.
  • Reporting tools allow for in-depth analysis of remote session trends and performance.

Integrating these tools with your help desk software equips your team to handle support requests with greater efficiency and precision. It centralizes workflows, eliminates the need to juggle between platforms, and ultimately reduces the time it takes to resolve user issues.

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. It includes Ticket Management, automation, and reporting.

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 cloud-based help desk solution worth considering for your support teams.

Among its main features are 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 is a comprehensive ITSM solution that includes Incident Management, Asset Management, and Change Management. It features a self-service portal for users to submit tickets, a knowledge base for quick resolutions, and SLA management to ensure timely responses. The platform also supports remote desktop access through integrations, enhancing its ability to provide effective remote support.

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 comprehensive suite of ITSM features including incident tracking, service catalog management, and automated workflows. The platform includes built-in remote support capabilities, allowing technicians to access user devices directly

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 cloud-native ITSM solution. It integrates with various remote support tools, allowing IT teams to provide real-time assistance while managing incidents through a centralized dashboard. The platform also offers advanced analytics for better decision-making

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 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 includes robust ITSM features for Incident Management, Problem Management, Change Management, and Asset Management. One of its key strengths is the ability to automate workflows across different service processes. It integrates with various remote support solutions, enabling technicians to initiate remote sessions directly from incident tickets.

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 combines ITSM capabilities with agile project management features. It includes tools for incident tracking, request fulfillment, and service level agreements (SLAs).

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 on 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?

 

With the rise of remote work and digital communication, traditional support models are no longer sufficient. Remote support software is the solution to this. It allows organizations to resolve issues remotely, in real time, which significantly impacts user satisfaction.

As a result, help desk software is helping organizations streamline their support processes, reduce downtime, and improve overall efficiency.

 

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 from anywhere and at any time. A remote support solution can provide faster response times and increase overall satisfaction.

  • Increased efficiency: A centralized platform 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.

  • Improved collaboration and knowledge sharing: With your 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 will give you a full picture and allow you to create comprehensive reports on your operations, which will lead to making data-driven decisions. 

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 mange 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's Integrations database

Connect our solutions with the apps you use every day.

Explore InvGate´s integrations
Jamf logo

 

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.

Integrating help desk software with remote desktop tools

We’ve already highlighted the importance of integrations to get the most out of your help desk software. Now it’s time to focus on one of the most impactful: integrating remote desktop tools.

As we mentioned, remote desktop support software is a vital component of effective IT support, enabling agents to resolve technical issues directly on user devices.

Integrating these two systems enhances your ability to provide effective remote IT support. Pairing it with your help desk platform creates a seamless workflow where agents can launch remote sessions directly from tickets or asset profiles. This saves time and ensures faster issue resolution and a smoother experience for both the IT team and end users.

Let’s take a closer look at some of the most prominent remote support tools and their features:

TeamViewer

TeamViewer is a widely recognized tool for remote support, and integrating it with your help desk can simplify your workflow.

  • Cross-platform compatibility: Works across Windows, macOS, Linux, iOS, and Android, making it versatile for diverse IT environments.
  • Unattended access: Allows agents to access devices even when the user isn’t present.
  • File transfer: Facilitates easy movement of files between systems for troubleshooting or updates.
  • Integration capabilities: Connects directly with help desk software like InvGate Service Management for quick access.

AnyDesk

Known for its speed and versatility, AnyDesk offers a high-performance solution for remote support.

  • Cross-compatibility: Allows agents to connect to desktops across many operating systems. It also offers mobile support for mobile devices, including iOS and Android.
  • Security features: Offers end-to-end encryption to protect sensitive data.
  • Quick session links: Enables instant connection through shared session codes.

Microsoft Remote Desktop Protocol (RDP)

For organizations relying heavily on Windows environments, RDP is a straightforward option.

  • Built-in solution: Native to Windows environments, making it cost-effective and easy to deploy.
  • Session shadowing: Allows IT staff to view and assist ongoing user sessions.
  • Scalability: Handles multiple sessions simultaneously, ideal for larger organizations.

VNC Connect

VNC is ideal for teams seeking flexibility and broad compatibility.

  • Simple setup: Quick deployment with minimal configuration needed.
  • Multi-language support: Useful for global teams or users with diverse language needs.
  • Cloud-based and direct connection options: Offers flexibility depending on your infrastructure.

Integrating any of these tools with your help desk software creates a streamlined support process, empowering agents to access, diagnose, and resolve issues more effectively.

In short

Remote IT support relies on having the right combination of tools to meet user needs effectively. Help desk software provides a structured way to manage requests, while remote desktop tools enable hands-on support regardless of location. When these systems are integrated, your IT team can streamline their workflows, respond faster, and resolve issues with greater precision.

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

For organizations seeking to maximize efficiency, InvGate offers the perfect pairing. InvGate Service Management delivers a robust help desk platform designed to handle ticket management with ease and automation. aired with InvGate Asset Management, it provides enhanced visibility into your IT ecosystem. Support agents get a detailed view of your hardware and software, allowing you to monitor performance, track configurations, and access key information directly from an asset's profile.

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

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