Features to Look For in Remote Support Software

Posted on
Apr 5, 2023
ATSI Content Team
ATSI Content Team
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Information Technology (IT) plays a crucial role in driving organizational success and employee satisfaction.Remote support software enables employees to work efficiently with minimal disruptions, ensuring operational effectiveness. However, choosing the ideal remote support tool can be a daunting task.

Ease of User Interface

One of the most critical aspects of remote support software is its ease of use. A solution with an intuitive user interface that’s a breeze to navigate for both support agents and users can reduce training and execution time. When evaluating software, consider the user experience, installation requirements, and simplicity in resolving problems.

Access Controls

Access controls are another essential feature that should be considered when choosing remote support software. Look for a solution that adheres to compliance and GDPR rules and that will provide the required level of control and support for both attended and unattended remote access. This will help to ensure that your organization can cater to various needs while maintaining data protection and security.

The Abundance of Tools and Features

A comprehensive solution that includes helpdesk ticketing, background access, remote monitoring and management (RMM), and other essential tools for advanced support tasks is crucial for efficiency. By consolidating these tools into one platform, you can streamline support processes and reduce the complexity of managing multiple licenses.

Ability to Collaborate

Collaboration is another feature to consider when choosing remote support software. Solutions that support agent collaboration and seamless escalation to higher support levels can foster faster problem resolution and real-time training. This ensures that your support team can work together effectively to tackle challenging issues.

Level of Automation

Automation features can significantly impact the speed and consistency of support. By automating repetitive tasks, employees can focus on more meaningful work, enhancing overall productivity. Remote support tools with RMM capabilities are in high demand, as they help streamline and automate IT tasks.


Auditing remote access sessions is essential for protecting sensitive data and ensuring secure access to organizational resources. By selecting a tool that allows for auditing and tracking user permissions for agent actions, you can maintain a safe and secure working environment for your employees.

Helpdesk Reporting

Helpdesk reporting can significantly impact service delivery optimization. Opting for software with robust reporting and analytics capabilities enables you to track customer activity, identify issues, and make data-driven decisions to improve your support services. Comprehensive reports can provide insights into the number of tickets, resolution times, and technician workloads.


Security is always a top priority when implementing new technology. Remote support tools grant access to networked devices containing proprietary applications and confidential data, making strong security protocols essential. Choose a solution with built-in security measures to keep your customer's data safe and secure.

Software Integrations

Integration with existing ticketing, CRM, and other complementary systems can save time and reduce frustration for both agents and users. Your remote support tool should seamlessly integrate with your organization's existing tools to streamline support processes and enhance overall efficiency.

Support for Devices and Platforms

Consider the range of devices and platforms supported by the software. As more users employ various devices to perform their work, IT administrators face the challenge of supporting these different devices and systems. Opt for remote support software that can be accessed from any device with an internet connection, ensuring compatibility with various platforms.

Customer Support

Evaluate the vendor's customer support offerings. In the event that you need assistance with the software, it's crucial to have access to reliable support services. Look for software that provides technical support or customer service through various channels, such as voice, chat, or online documentation.

Choosing the right remote support software for your organization involves considering factors like ease of use, access controls, tools and features, automation, collaboration, auditing, helpdesk reporting, integrations, security, device compatibility, and vendor support.

By selecting a solution that meets these criteria, you can improve user satisfaction, productivity, and overall business performance. ATSI has the solution you need. Contact us today to learn more.

Topics: Business Communications Systems, Technology Trends