Prerequisites
Intune subscription
Remote help add-on license or one of the following licenses.
Remote help is included in the license below from September 2022
Microsoft 365 A1 Legacy
Microsoft 365 A1 for Devices
Microsoft 365 Education A5
Microsoft 365 Education A3
Windows 10 / 11 device
Enable Remote Help in Microsoft Endpoint Manager
Go to Endpoint Manager admin portal
Click on Tenant administration
Select Remote help and click Settings – Configure
Select Enable remote help, you can decide if you want to allow remote help to unenrolled devices here to.
Package the Remote Help application for Intune
Download remote help from https://aka.ms/downloadremotehelp
Rename the downloaded file to remotehelpinstaller.exe
Package the application as a Win32 app using the Microsoft Win32 Content Prep Tool
(For more information how to do this please see Microsoft Documentation here)
Upload your win32 package of Remote help in Intune by selecting +Add under apps, select app type: Windows app (Win32)
Fill in the needed information, Name, Description, App Version and so on.
On the Program page we will configure the install and uninstall commands.
(Microsoft documentation here)
For Install command line, specify remotehelpinstaller.exe /quiet acceptTerms=1
For Uninstall command line, specify remotehelpinstaller.exe /uninstall /quiet acceptTerms=1
Detect rules page
Always check what version of the Remote help application you have. This will be needed for the detection rules, at the time of writing this the current version is 4.0.1.13
Assign the application to the user or devices you wish for it to install on.
Help Desk Operator Roles
To be able to help your users using remote help application you will need a role assigned. You can create your custom role if the Help Desk Operator roles permissions does not fit your needs.
As Help Desk Operator you gain the following:
Elevation
View screen
Take full control
You can use scope tags to make sure the Help Desk Operator only has access to specific devices/users.
Give Help using Intune and Remote Help
Go to Endpoint portal
Select Devices – Windows
Select the user’s device you wish to give help to.
At the top menu of the selected device, you can now press the “New remote assistance session”
Press Launch remote help, this will open the remote help application on your device.
You now have to options, Get Help, this is where the end-user would enter the code you give them.
Give Help – Get a security code, this will generate the code you need to give to your end-user. The code is valid for 10 minutes.
After the user have input the code, you gave them you will be able to remotely help the user.