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Required for the Skype framework used by remote help Primary endpoint used for the remote help application The traffic is encrypted with TLS 1.2.īoth the helper and sharer must be able to reach these endpoints over port 443: Domain/Name Remote help communicates over port 443 (https) and connects to the Remote Assistance Service at by using the Remote Desktop Protocol (RDP).

May not be available in all markets or localizations.

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.

Remote help has the following limitations:

Remote help add-on license for all IT support workers (helpers) and users ( ).

You’ll also find details about active sessions.įor unenrolled devices, auditing and reporting about the remote help sessions is limited. Monitor active remote help sessions, and view details about past sessions – In the Microsoft Endpoint Manager admin center you can view reports that include details about who helped who, on what device, and for how long. For example, your Help Desk employees might enter their administrative credentials to complete an action on the sharer’s device that requires administrative permissions.

The users that can only view a device, and which can request full control of the session while assisting others.Įlevation of privilege - When needed, a helper with the correct RBAC permissions can interact with the UAC prompt on the sharer's machine to enter credentials.

The users who can help others and the range of actions they can do while providing help, like who can run elevated privileges while helping.

Role-based access control – Admins can set RBAC rules that determine the scope of a helper’s access, like: This is because until a device enrolls with Intune it can’t receive policies from Intune and as such is unable to establish its compliance status. Unenrolled devices are always reported as non-compliant. This warning doesn’t block access but provides transparency about the risk of using sensitive data like administrative credentials during the session. You can’t use remote help to assist users who aren’t members of your organization.Ĭompliance Warnings - Before connecting to a user's device, a helper will see a non-compliance warning about that device if it’s not compliant with its assigned policies.

Requires Organization login - To use remote help, both the helper and the sharer must sign in with an Azure Active Directory (Azure AD) account from your organization. Use remote help with unenrolled devices – Disabled by default, you can choose to allow help to devices that aren't enrolled with Intune. Remote help must be enabled before users can be authenticated through your tenant when using remote help.

If you choose to turn on remote help, its use is enabled tenant-wide.

The Remote help app supports the following capabilities:Įnable remote help for your tenant – By default, Intune tenants aren't enabled for remote help. Remote help capabilities and requirements The app can also be deployed through Intune to your managed devices.

The remote help app is available from 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. It's through your Azure Active Directory (Azure AD) that the proper trusts are established for the remote help sessions. Both helpers and sharers sign in to your organization to use the app. In this article, we'll refer to the users who provide help as helpers, and users that receive help as sharers as they share their session with the helper. Full control enables a helper to directly make configurations or take actions on the device. During the session, they can view the device's display and if permitted by the device user, take full control. With this connection, your support staff can remote connect to the user's device. Now generally available, remote help is a premium add-on application that works with Intune and enables your information and front-line workers to get assistance when needed over a remote connection.

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