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You cannot establish a remote help session from one tenant to a different tenant.

Remote help is not supported on GCC, GCC High or DoD Tenants.

The Remote help solution available in Intune has the following limitations: Limitations of Remote Help Solution in Intune

Device Compliance Checks: Device compliance checks prior to securing the connection mitigates risk and creates opportunities to proactively remediate vulnerabilities real-time, taking that burden away from employees.

Integration with Azure Active Directory: The Azure Active Directory (AAD) Integration that enables user trust based on their corporate identity.

RBAC Permission: Permission based controls scoped for IT helpdesk roles, department, and geography.

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Supports Multiple Devices: The remote help solution supports enrolled and unmanaged devices, Windows 365 Cloud PC and Azure Virtual Desktops.

Integration with Endpoint Manager: Remote help is integrated into Endpoint Manager for both cloud and co-managed endpoints that eases adoption, administration.

Permissions to use Remote Help: This is discussed under the topic “Configure RBAC Permissions for Remote Help Solution”.

Remote help application: Remote help is available as download from Microsoft and must be installed on each device before that device can be used to participate in a remote help session.

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Support for Windows 10/11 devices: Only Windows 10 and Windows 11 devices are supported for remote help.Intune Remote Help License: Remote help add-on license for all IT support workers (helpers) and users.Intune Subscription: The remote help is a feature of Intune, a valid Intune subscription is required.To use the Intune Remote help solution, the following prerequisites are required: Prerequisites for using Remote Help in Intune

The app can also be deployed through Intune to your managed devices.

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The remote help app is available on Microsoft to install on both devices enrolled with Intune and devices that aren’t enrolled. Through RBAC, you determine which users can provide help and the level of help they can provide. Remote help uses Intune role-based access controls (RBAC) to set the level of access a helper is allowed.

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Your support staff can either view the display and suggest the changes or take full control to directly make configurations or take actions on the device. During the remote help session, the IT personnel can view device’s display and can also take full control (if permitted by device user). It’s through your Azure Active Directory (Azure AD) that the proper trusts are established for the remote help sessions. Once the connection is successful, a secure session is established between the connected devices. Your support staff can remotely connect to the user’s device using the Intune remote help app.

Intune Remote Help App Log files for TroubleshootingĪccording to Microsoft, Remote Help is an premium add-on that works with Intune and enables your front-line workers to get assistance when needed over a remote connection.

Download and Install Microsoft Remote Help App.

Create Custom Roles for Remote Help in Intune.

Enable Remote Help for your Intune Tenant.

Firewall Requirements for Intune Remote Help.

Limitations of Remote Help Solution in Intune.

Advantages of using Remote Help Solution.

Prerequisites for using Remote Help in Intune.

Sharer: The remote user who requires IT assistance and is willing to share the session with Helper via Remote help app.

The helper is responsible for providing support to a remote user.

Helper: The helper is the IT Support Personnel (also known as support staff).

To make it easier, similar to what Microsoft does, let’s use these two terms while we learn about the new remote help feature in Intune. When you try the Remote help feature in Intune, you are definitely going to prefer it over the Team Viewer Solution. The TeamViewer service allows Intune managed PC users to get remote assistance help from their IT admins. In the past, Microsoft announced TeamViewer as remote assistance solution in Intune.

The good news is Remote Help feature is now generally available in Intune. When Microsoft introduced Remote Help solution in Intune, it was a Preview feature with a (preview) tag in MEM portal. You can buy the remote help licenses from Microsoft 365 admin center. The Remote Help is a premium add-on application that works with Intune. Let’s explore the Intune Remote Help solution in detail.

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The goal of this article is to make it easy for you to understand about the Intune remote help solution offered by Microsoft and how to use it. The Remote Help is a new feature in Intune to remotely assist mobile devices managed by Microsoft Endpoint Manager. In this article, we’ll walk you through the steps to enable and configure Intune Remote help feature in Endpoint Manager.

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