Remote Help

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

Activate remote help

Select Enable remote help, you can decide if you want to allow remote help to unenrolled devices here to.

configure remote help

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)

app type 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

installation command

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

detection rules

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.

new remote assistance session

You now have to options, Get Help, this is where the end-user would enter the code you give them.

remote help, give or get help

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.

share security code

After the user have input the code, you gave them you will be able to remotely help the user.

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