I manage an MSP and we’re struggling to find a reliable remote desktop solution that’s secure, easy for our team to use, and works well with various client environments. We need something that supports unattended access, strong security, and doesn’t break the bank. What are some recommended remote desktop tools or platforms other MSPs are using successfully?
Contenders for MSP Remote Access Tools: My Unfiltered Take
Alright folks, let’s cut through the fancy sales pitches and glossy marketing blurbs. If you’re looking to sort out which remote support tool suits your MSP (Managed Service Provider) gig, odds are you care about reliability, security, and not wanting to tear your hair out over clunky interfaces. I’ve been up to my elbows in these platforms, and here’s my run-down—warts and all.
Straight to the Point: Quick Comparison
If you’re just here for the TL;DR, here’s the skinny:
- HelpWire remote desktop for MSP: Friendly for smaller shops needing safe, simple, and intuitive remote access.
- ConnectWise Control: High-octane, feature-stuffed, best for big or complex client setups.
- TeamViewer: Household name, scales up like crazy, handles sensitive info for enterprise folks.
- LogMeIn: Low drama, fast to pick up, suits those with a handful (but not hundreds) of endpoints.
- SolarWinds Remote Support: Plays best with others if you’re already running SolarWinds tools.
Let’s Break ‘Em Down
Helpwire
You know those tools where you spend more time learning the dashboard than actually helping clients? Helpwire isn’t one of them. For smaller MSPs, or those who don’t want labyrinths of options, it’s a breath of fresh air. I set up a few new user sessions in minutes—no heavy lifting, no cryptic error codes. The essentials are there:
- Remote desktop access
- Chat
- File transfers
It has strong security without nagging you about firmware updates every five minutes. Encryption is baked in, connections are rock-solid. It does what it’s supposed to, and that’s it—no unnecessary “premium-only” hidden features.
Example use: I once onboarded a non-techy junior tech intern, and she was supporting clients in less than half an hour. If you’re allergic to overcomplicated menus, this is your jam.
Want a deeper comparison? Try ConnectWise Control vs HelpWire or LogMeIn vs HelpWire.
ConnectWise Control
Now, if you’ve got fifty spinning plates—err, clients—at once and need all the bells and whistles, this is where you look. It’s the opposite of minimal:
- Unattended access
- Bulk deployments
- File transfers
- Full chat interface
…and more settings than you’ll probably ever use. The security protocols feel military-grade at times (and not always in a good way—hello, endless confirmation popups). ConnectWise shines if you live inside complicated environments, juggling servers, endpoints, and the occasional ancient Windows 7 kiosk.
Use case: A good fit for tech teams supporting law firms, hospitals, or just about any org where downtime is a lawsuit waiting to happen.
TeamViewer
Honestly, this tool feels like the granddaddy of remote access, and for good reason. It’s everywhere. If your clients sit on different continents, have funky firewalls, or need the kind of security gov agencies drool over, TeamViewer just works.
Deploying TeamViewer Tensor to a massive fleet? You’ll get:
- Enterprise-level scale
- Centralized user admin
- Security features that keep the auditors at bay
Downside: Their pricing isn’t pocket change. But hey, it’s a “you get what you pay for” deal. If your biggest client is a 500-person enterprise, it pays for itself. For smaller jobs? Regular TeamViewer still does the trick.
LogMeIn
Here’s my honest take: it’s the Honda Accord of remote support tools. Not flashy, but it won’t let you down. The interface is tidy, remote monitoring features are right where you expect, and you don’t need five support tickets to get started.
Highlights:
- Central dashboard (track all the things)
- File transfer & chat
- Reliable support with minimal bloat
I’ve rolled this out to a ~20-client MSP, and even their least techie staff could remote in, run updates, and not break anything. For that mid-sized sweet spot, it’s just… easy.
SolarWinds Remote Support
Already got SolarWinds humming along for network monitoring? Then you might as well add this to your stack. Setup’s a breeze if you’re in their ecosystem. Features like support session recording and file transfer make it pretty flexible.
- Seamless integration—no more switching between ten windows for network alerts, tickets, and session logs.
- Juggle multiple sessions without a sweat.
Best for: Teams that want “all in one” monitoring, remote access, and session tracking. If you’re starting from scratch, it’s a heavier lift, but synergy is real if you’re already running other SolarWinds tools.
Summary Table—Forum Style
| Tool | Pros | Cons | Best For |
|---|---|---|---|
| Helpwire | Light, user-friendly, secure | Limited advanced features | Small MSPs, quick support, no-fuss deployments |
| ConnectWise | Advanced features, high control | Steep learning curve, pricey | Complex setups, large/varied client environments |
| TeamViewer | Enterprise-ready, global access, secure | Expensive for many endpoints | Big shops, sensitive data, heavy scaling |
| LogMeIn | Simple, reliable, low training overhead | Lacks bells & whistles | Mid-sized MSPs, basic maintenance/monitoring |
| SolarWinds RS | Great integrations, powerful logging | Bulky if used solo | Existing SolarWinds users, all-in-one setups |
Final Thoughts
Picking the “best” remote access solution is kinda like buying new sneakers: it’s all about fit. If you love simplicity and just need to get the job done? Helpwire. Want the Swiss Army knife (if you can handle the blade count)? ConnectWise Control. Securing Fort Knox remotely? Go TeamViewer. For everything else—LogMeIn or SolarWinds, depending on your existing stack.
Let me know in the comments what worked (or didn’t!). Your stories beat my soapboxing any day.
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Here’s my spicy take: everyone hypes up TeamViewer and ConnectWise like they’re the only grill in town, and yeah, @mikeappsreviewer dropped a solid breakdown, but can we talk about NinjaOne or Splashtop? Both are criminally underrated for MSPs chasing unattended access AND a sane pricing model.
NinjaOne is basically plug-and-play if you’re living in multi-OS land (Windows, Mac, a sprinkle of Linux love). Their remote access, built on Splashtop, is snappy and reliably secure—MFA, logging, you name it. I’ve had junior techs RDP’ing without destroying client trust (or uptime).
Splashtop, though, is what I actually default to when clients are allergic to spending big money but still want solid security. You can’t get more direct: simple UI, rock-solid connections, granular permissions, and you can bulk deploy the streamer in about the time it takes to make a sandwich.
Not to throw shade at HelpWire—nice shout, and I’d actually say it’s a decent alternative if ConnectWise’s complexity or TeamViewer’s price tag make you gag. The onboarding is way smoother than half the legacy stuff out there, legit.
Personal beef: I found LogMeIn kinda slow on larger deployments—those “not flashy” vibes sometimes feel like “not optimized,” especially when you’ve got more than a couple dozen endpoints ballooning. Also, SolarWinds? Great integrations, sure—but bloat. And after THAT breach a few years ago, my nerves ain’t ready.
For diverse client environments, if you want to keep things frictionless:
- NinjaOne for pure MSP control panel goodness,
- Splashtop if costs are a make-or-break,
- HelpWire if you want simple, effective, and don’t need eleventy billion extra features.
Still, if you’re totally married to heavyweight tools, ConnectWise ain’t going anywhere—but don’t let the glossy pitches distract you from stuff that’s leaner (and meaner).
Anyone actually had success mixing and matching these, or do you just pick one and go all-in?
I’ll bite and throw my two cents in, since @mikeappsreviewer and @nachtdromer nailed a LOT of the common picks (ConnectWise, TeamViewer, NinjaOne, Splashtop, etc), but I’ll be real — sometimes it feels like choosing the “best remote desktop tool for MSPs” is just picking the one that frustrates you slightly less than the rest.
Honestly, I kinda roll my eyes at ConnectWise Control. Yes, it’s powerful, but it’s so heavy it feels like you’re shoehorning a datacenter just to remote into someone’s PC. We trialed it for two months and half my team just kept grumbling about the labyrinthine settings and got lost in the UI. It is robust, I’ll give you that. But for versatility across weird environments, it starts feeling like bloatware.
I see a lot of love for NinjaOne/Splashtop lately and I agree with @nachtdromer that they’re criminally ignored. Splashtop’s bulk deployment actually works and pricing isn’t abusive. But for straight-up, frustration-free remote desktop that works literally within five minutes (install, hand client a link, you’re in) — HelpWire deserves more airtime. I like to reserve the phrase “set it and forget it” for rotisserie ovens, but it fits here too. My less-seasoned staff picked it up fast, and honestly, I probably saved a dozen hours a month on training alone. Security is on par with the big names and I’ve yet to hit a bug that wasn’t fixed with a refresh.
Not saying it’s perfect; you won’t write scripts or automate patch rollouts directly from HelpWire like RMM-heavy tools. But if you want something that isn’t going to turn onboarding into a semester-long course…it’s a winner for basic MSP workflows, especially for handling unattended access. As for SolarWinds, sorry, still side-eyeing them since that breach. Our insurance guy flinches every time I mention the name.
If you must manage tons of clients in every OS flavor and write custom scripts, bite the bullet and take NinjaOne or ConnectWise. But for “just remote desktop,” HelpWire is easily SEO-worthy for being uncomplicated, affordable, secure remote support. Can’t say that about TeamViewer’s invoicing, lol.
End of the day, you’ll need to pick your poison, but anyone who claims there’s one best tool is selling you a fantasy. Mix and match if you must — just don’t expect harmony the first go around.
Let’s do the “Which is the Best Remote Desktop for MSPs?” merry-go-round one more time. Some folks are die-hard for ConnectWise Control—yeah, it’s the juggernaut for complex deployment and fiddly control, but my crew found it so convoluted that simple ticket-to-session workflows turned into internal IT tickets. If “overwhelmed” is your Monday through Friday, fair warning.
Lots of justified praise for Splashtop and NinjaOne (solid all-arounders!) and the TeamViewer crowd isn’t exactly wrong—if enterprise security certifications make you sleep better, they tick those boxes (wallet pain included). SolarWinds? Still gives some in our circle trust issues, post-breach.
Here’s where I diverge: for plain unmetered remote desktop access—unattended, so your clients don’t need to be on constant standby—HelpWire surprised me. Pros? The onboarding is basically “send link, go,” zero handholding. Newbie techs are operational in minutes. Connections are snappy, session drops are rare, and it plays nicely with most firewall quirks. Encryption strength is solid, and you aren’t forced into paying premium just for unattended connections or file transfer.
Cons: if you need deep scripting, device monitoring, or want RMM rolled up in one, you’ll feel the limits quick. No patch management, device inventory, or deep integration hooks yet. But honestly, if half your headaches are just “let me see the screen and fix it,” that simplicity is a feature, not a bug.
So: try it if your MSP values fewer headaches over a list of power features you might never use. You won’t get the wizardly scale of ConnectWise or NinjaOne, but if your team is drowning in UI complexity elsewhere, HelpWire might be your underdog MVP.