How to provide remote assistance to a user

Remote assistance allows direct operation on a user's desktop. The operator acts as the device administrator and works remotely with the user's desktop.

To provide remote assistance:

1. Access the Workspaces module.
2. Go to the Workspaces or Sessions section from the left navigation bar.

Sessions allow you to search for a specific user, while Workspaces lists available devices. When remote assistance is provided on a device, it will be on the session that is currently active.

1. Search for and/or select the device/session on which remote assistance will be given.

4. Open the Operations menu from the button on the top bar of the device list. In some cases, as in the previous image, the button will be behind the button with three dots (…) on the mentioned bar. Next, select:

   Operations -> Remote Assistance -> Start Remote Assistance

5. Select Ok to confirm the operation.

6. A floating panel will appear indicating that remote assistance is being prepared.

7. Once prepared, the information will be displayed.

8. This assistance is temporary and the operator will need to download an executable file from the download link on this floating panel.

9. Download and run the file. This operation will execute an application to enable remote assistance. The operator will have to wait for the user to grant permission for remote assistance on their device.

10. Once the user gives their consent, the remote assistance session can be conducted. The operator has access to the user's desktop and can perform operations and provide the assistance needed to resolve the user's issues.

If the operator has the necessary permissions and is in a user session without administrative rights, they can use Flexxible Tools to act on the device with administrative permissions: