Remote Help enhancements speed and ease secure IT support
Published Mar 01 2023 08:00 AM 21.3K Views

Working from the office, from home, or anywhere in between, the endpoint is now the new workplace. More than ever, helping your workers quickly overcome technical barriers to healthy and performant endpoints is mission-critical. Microsoft Intune Remote Help launched in April of 2022. It was the first of many Microsoft advanced endpoint management solutions planned for release. Today we launched the Microsoft Intune Suite that includes Remote Help.

We continue to invest in Remote Help to deliver added security value, help drive efficiency for both users and IT support, and add functionality for the helper to resolve issues more quickly and easily. Our roadmap for Remote Help includes the general availability of ServiceNow integration and later this year, the ability to support remote workers with Remote Help for Android and for macOS, too.

Increasing protection

We've strengthened Remote Help capabilities that mitigate security risks to assist organizations in achieving a Zero Trust security model. In an upcoming release of Intune, to enforce least privilege access, IT administrators can apply Conditional Access policies to require strong, multifactor authentication on both enrolled and unenrolled Windows devices as users sign into Remote Help before gaining access to resources in your organization.

For added security, the compliance message to IT support administrators that indicates a device is out of compliance now has a link in Intune to the information about the user's device. This assists in quickly identifying why the device is out of compliance, providing information the helper needs to guide the user to compliance and decide if it's safe to initiate a remote help session.

Driving efficiency

We announced the plan to integrate incident information from ServiceNow in Intune at Microsoft Ignite. This new functionality helps reduce the time to resolution for administrators with access to user-specific ticket history in Intune Troubleshooting + Support by providing a link to the source incident in ServiceNow. This new integration will be available for public preview in the March release of Intune and generally available in April 2023.

ServiceNow incidents ease troubleshooting in Intune with Remote HelpServiceNow incidents ease troubleshooting in Intune with Remote Help

Assisting with ease

It's important to continue providing both helpers and users with the tools they need to facilitate and speed up the support process. By providing the following new features, Remote Help offers a more interactive, collaborative, and secure remote assistance experience:

  • Laser pointer – Helps the IT support administrator direct the user's attention to the relevant area of their Windows device.
  • Chat – Removes the need for a live, person-to-person call between the support administrator and the Windows user during the remote assistance session by supporting instant messaging (coming soon). We'll also provide administrators with optional control to disable chat from Intune if your organization doesn't want to allow it through the Remote Help app.

Remote Help for Windows in-app chat experience.Remote Help for Windows in-app chat experience.

The combination of the simple, secure Remote Help app for Windows and these new capabilities helps to reduce the time to resolution and increases productivity for both the user and IT support administrator. Please refer to this document for additional details about Remote Help.

Remote Help is available today as an integral part of the new Microsoft Intune Suite and remains available as a standalone add-on. In the Microsoft Intune admin center, under Intune add-ons, you can view the licensing options for Remote Help and the other new, advanced endpoint management solutions of the Microsoft Intune Suite. For more information about Microsoft Intune Plans, go here. When we add support for Android and macOS, there won't be any change to the per-user, per-month licensing costs in either plan.

Learn about how Remote Help is integral to the Microsoft Intune Suite

Read the launch announcement, check out the newest episode of Microsoft Mechanics, and take advantage of two amazing opportunities to explore Intune capabilities and use cases:

  • Microsoft Secure – March 28, 2023 (digital)
    Learn and share comprehensive security strategies to protect more with less.
  • Tech Accelerator: Microsoft Intune Suite – April 11-12, 2023 (digital)
    Get a closer look at the latest features, capabilities, and scenarios with two days of technical deep dives and live Ask Microsoft Anything (AMA) sessions delivered by the engineering teams building the future of Microsoft Intune.

You can also explore our Microsoft Intune Suite technical documentation.

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‎Mar 06 2023 08:13 AM
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