Remote help is a secure remote assistance application that lets support teams view and control a user's device in real time, with consent prompts, role-based permissions, and session reporting built in for IT and helpdesk workflows.
Remote help is a remote assistance tool built for the awkward moment when somebody cannot fix a device on their own. A support agent signs in, starts a session, and the person on the other end accepts a prompt before anything appears on screen. Once the connection is live, the helper can view the desktop, request full control when needed, chat through the steps, and approve elevation prompts on the user's machine. Every session is tied to the identities of both participants, so access stays scoped to the organisation rather than to anonymous viewers. That combination of consent, visibility, and record-keeping is what makes it workable for helpdesks that must troubleshoot systems they cannot physically touch.
The security model is the part that separates it from ad-hoc screen sharing. Both the helper and the sharer authenticate with the organisation's own accounts, so sessions cannot cross over into another company's devices, and conditional access policies can demand multifactor authentication or a compliant device before a connection is allowed. Administrators define role-based rules that decide who may view a screen and who may take control, and helpers see a compliance warning when the target device has drifted from its assigned policies. If you already coordinate with colleagues over an encrypted channel such as Simple X Chat, the two sit side by side: one carries the conversation, the other carries the screen.
For helpdesk teams, the practical gain is speed without losing oversight. A technician does not have to read a description of a problem and guess; they see the desktop, ask a question in the session chat, and walk the user through the fix while the user keeps their hands on the keyboard. When a problem needs administrative rights, elevation can be handled inside the session instead of turning into a password exchange over the phone. Managers get something equally valuable: reports that show who helped whom, on which device, and for how long, plus audit records for later review. Remote help also reduces the travel and scheduling cost of supporting branch offices, home workers, and contractors, because the machine matters more than the postcode. Support staff can start a session from the admin console by sending a prompt to the device, and for machines with no one sitting at them, unattended access lets an authorised technician sign in and work through the fault on their own, all within the same permission and logging framework as an attended call.
Key capabilities and highlights.
Remote help opens with an explicit prompt on the sharer's screen, and nothing is viewed or controlled until the person at the keyboard accepts the incoming request. Declining the prompt, or ending the session mid-call, closes the connection immediately, so consent is never treated as a one-time formality.
Helpers can begin in view-only mode and request control only when reading the screen is not enough, which keeps the user in charge of the pace. Control can be handed back at any moment, and the sharer always sees the current state of the session rather than guessing what is happening.
A continuous message thread keeps instructions, error codes, links, and follow-up questions together for the whole session instead of scattering them across a phone call. The chat handles accented and non-Latin characters, so technicians and end users can write in the language they think in.
Technicians can enter credentials at elevation prompts during the session, so repairs that need administrator rights no longer require dictating a password over the phone. Elevation stays an explicit permission, granted through role-based rules rather than assumed for every helper who joins a call.
Administrators decide which helpers may view a device, which may take control, and who can run elevated actions inside a session, so permissions match each person's role and seniority. Narrow scopes keep a first-line agent and a senior engineer from sharing the same reach by default.
A compliance warning is shown before the session opens when the target device has drifted from its assigned policies. The helper sees the problem before starting work, which is useful context for deciding whether to repair the device first or flag the gap for later follow-up.
Admins can watch sessions that are currently active and review reports showing who helped whom, on which device, and for how long. Remote help writes the same details into the tenant audit trail, which is what turns everyday support activity into something a manager can actually verify later.
Support staff can push a session prompt to a device straight from the admin console, saving the user from hunting for an app or reading out an identifier. For machines with nobody sitting at them, unattended sign-in lets an authorised technician work through the fault alone, under the same permissions and logging as an attended call.
Browse historical releases and previous builds.
Common questions about Remote help.
It connects a support agent to another person's device so the two can work on a problem together in real time. The helper can see the screen, request control, type instructions into a session chat, and approve elevation prompts, while the person being helped watches what is happening and can end the session at any point.
Yes. An attended session only starts after the sharer accepts the prompt on their device, and the helper cannot see or control anything before that acceptance. Consent is the default for every session that involves a person sitting at the machine.
Unattended access exists for exactly that case: Remote help can sign an authorised technician in to a corporate, managed device while nobody is present, and that session is tied to the technician's own credentials and recorded the same way an attended call would be.
Both participants sign in with accounts from the same organisation, which keeps sessions inside the company's own device fleet. Role-based rules then determine whether a given helper may watch a screen, take control, or run elevated actions once connected.
Yes, when elevation is permitted for that helper. Remote help lets the technician supply credentials directly at the elevation dialog instead of talking a user through a password prompt, which shortens the call and avoids sharing passwords verbally.
Administrators can view active sessions and pull reports covering who helped whom, on which device, and for how long. Those records, plus audit log entries, make it possible to review support activity after the fact rather than relying on memory.
A browser-based sharing option covers that situation. The sharer opens a web page and shares the screen for view-only guidance, so the helper can still talk the user through a fix even when the native app cannot be deployed.
Sessions are gated by organisational sign-in, scoped by role-based permissions, and can be filtered further with conditional access policies that require multifactor authentication or a compliant device. Elevated actions, unattended sign-ins, and session history are all governed by the same permission and logging framework.
Remote help is a secure remote assistance application that lets support teams view and control a user's device in real time, with consent prompts, role-based permissions, and session reporting built in for IT and helpdesk workflows.
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