To allow your front-line workers to get assistance from support staff, you can enable remote help in Intune. Remote help for Intune is a premium add-on that is licensed separately.
The first step in enabling remote help is either purchasing its license for end users or having a trial of the remote help feature. Once you have licences, you can enable remote support for your users.
The remote help application is a Windows application that needs to be deployed on the endpoints. It can be downloaded from http://aka.ms/downloadremotehelp. Refer to the following guide to deploy the remote help app with Intune.
What happens during a remote help session?
During the remote help session, the support engineer can view the device’s display and, if permitted by the device user, take full control. When Full control is allowed by the user in a remote help session, the helper can directly make configurations or take actions on the device.
Please remember that remote help is different from remote assistance. Refer to the following comprehensive guide on how to enable and configure Intune remote help.
Steps to Enable Remote Help in Intune
Remote Help needs to be turned on before you can use it. The steps to enable remote help for your Intune tenant are as follows:
- Sign in to the Microsoft Intune admin center.
- Go to Tenant administration > Connectors and tokens > Remote help.
- Switch to the Settings tab: set the option “Enable remote help” to Enabled.
- Click Save to apply the settings.
Note: After you enable remote help in Intune tenant, when you try to create a remote help session, you may see the message “Remote Help isn’t enabled for the tenant” even if you enabled remote help in the tenant after activation. It could take a while to become active (anywhere between 30 minutes and 8 hours).