Second, share files over chat with the end-user, who can then add the file to a desired location.Ĭentralized repository of customer details, support agent accounts and log management. Perform two kinds of file transfers: First, directly transfer a file from the local to the remote device, including direct installation of software patches. Also useful for collaborating with other support reps or escalating a session to an expert. Serves as a repository of frequently executed tasks, allowing support agents to install a common file or patch to many systems at once.Īllows agents to communicate with end-users during attended sessions using real-time or canned responses. Here's a list of the most common functionalities:Īgents can pull up information about the remote device, including the device name, internal IP address, BIOS serial number, currently installed software, processes currently running and event logs. Remotely access multiple devices and screens during a session.Ĭommon Features of Remote Support Softwareīesides remote control and access, these solutions offer a range of features that come in handy when conducting remote support sessions. Share screens and annotations with end-users to explain issues, offer guidance on software usage and more. Schedule attended and unattended sessions to remotely control and fix devices.Įxecute commands on the remote device during unattended sessions, such as software installations, patch management, file updates, remote printing, rebooting and server reconnection.Ĭontrol the remote device during attended sessions in order to lock the end-user's mouse, turn the remote screen black and more. Support technicians typically perform the following functions using these tools: The core functionality of remote support tools is gaining control and access of the remote device. A typical example is a seller of computer systems offering post-sales remote technical support to customers, or an internal IT team remotely configuring the devices of a geographically dispersed workforce.Įxample of Remote Support for Mac in Bomgar It is primarily used by IT support technicians to resolve the issues faced by end-users. Remote support software allows you to access and control any device from a remote location. What Type of Buyer Are You? What Is Remote Support Software? This Buyer's Guide intends to offer you exactly these insights and help you make a better purchase decision.Ĭommon Features of Remote Support Software? However, selecting the right remote support solution, among the many available in the market, means understanding the differences in pricing, functionality and other parameters. This is where remote support software steps in, allowing a small IT team to check and fix errors with many different systems-including laptops, desktops, servers, mobile devices and more. As a result, offering on-site support becomes a drain on the company's resources. If your small to midsize business (SMB) serves a global customer base and has remote employees working out of different locations, you will invariably have to manage technical support for tons of different applications and devices. Buyers Guide Last Updated: March 16, 2023
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