High-quality remote support is as much about convenience as it is about security, so IT teams can perform at their best. HelpDesk, a new feature in Version 8 of RealVNC Connect, helps them deliver ad-hoc, real-time support.
We continue our series of blog articles presenting the new features in version 8 of RealVNC Connect. We already discussed Code Connect, as well as the new interface and the integration of Viewer and Server into one app. In this article we will be talking about HelpDesk, a feature that’s designed to make the jobs of help desk teams much easier.
Whether it’s connecting with a minute’s notice, supporting unmanaged or BYOD devices - all with major cross-platform coverage; HelpDesk makes it possible. It’s in RealVNC Connect v8, and it’s designed to help you focus on delivering support, rather than putting the end users through a setup process when you’re not accessing their devices very often.
At the Core of HelpDesk: On-Demand Assist
Our On-Demand Assist feature forms the core of HelpDesk. It’s a solution that was built for providing quick, secure support on unmanaged devices, when the user needs immediate assistance. On-Demand Assist is THE solution for easily accessing those devices that you don’t need to get to daily.
This is ideal, for example, in BYOD environments. You have a user that works on a non-corporate managed device, or even completely off your corporate network. If they’re working remotely, you’ll need a VPN to give them access to the corporate network, which constantly fails. On-Demand Assist is a very easy way to quickly provide them with the support they need, quickly and efficiently. You can quickly initiate a secure, encrypted, remote access session, no pre-installed software needed. The user will just input the code you’re giving them into the single-use app, and that is it.
Regardless of whether they’re using Windows, MacOS, or Linux, or on an Android or iOS device, with On-Demand Assist you can deliver timely, secure remote support to practically any user, even if they’re using a BYOD device.
HelpDesk Advanced, for dedicated helpdesk teams
For those running a fully-fledged helpdesk team that’s handling hundreds or thousands of requests daily, HelpDesk Advanced has you covered. Additional features, such as active session handover, unlimited concurrent connections, custom branding, and one-to-many device access, make the solution more efficient.
But what happens if a technician has done all they can do and need a specialist team to carry on? Does the latter need to get the user to connect again? Of course not! Session handover is part of the solution, allowing for them to pick up where the other team has left off.
If the same issue concerns more users, One-to-Many Support is also available, letting a single support staff simultaneously connect and support multiple users at once.
With a larger helpdesk teams, accountability and tracking is important too. HelpDesk Advanced features enforceable session recording and extensive session logging giving you an auditable record for added oversight and compliance.
HelpDesk Advanced is only available as an Enterprise plan.
Why HelpDesk?
Designed for the support department that demands more from its tools, this solution fits teams that need to provide around-the-clock support. All this while not having to worry about security and efficiency.
One of our beta users described it best, saying,
“It’s the easiest and fastest way to connect with users that are not computer savvy.”
And isn’t that what all great support tools should be?
