Remote help supports only User Attended Support with the current release- The user must be present to accept and receive assistance. More details are in the resources section of this post. All the details are taken from the Microsoft Ignite announcements from Microsoft.
We will wait and see more about the architecture of this solution sometime later. This is one of the points I mentioned that the additional licensing requirement is a fair play from Microsoft. Well, should I assume this remote help solution needs a backend infrastructure in Azure? Or is this a magic solution that doesn’t require any infra to support all the regulatory, and security requirements? I have seen a couple of them, and I won’t say those are cloud-native architecture. I think it’s the fair play from Microsoft because the other solution providers like Teamviewer or Beyond Trust, or other third-party vendors are charging a lot of money for their integrated and non-integrated solutions. New Intune Remote Help Solution Available with Intune MEM Admin Center from Microsoft – Pic Credit to Microsoft Remote Help Cost – Additional License
Quick Assist has some security concerns but with this new solution, Microsoft is going to eliminate those security issues with the quick assist. The New Intune Remote help application is based on Quick Assist. How to Install Intune Remote Help Application Using Intune HTMD Blog () This feature will be Generally Available by early next year (2022).
It seems the MEM community got surprised with the other license requirement for the new Intune Remote Assistance solution integrated with the admin center. Microsoft already announced that this comes with an additional premium price ( Intune Suite)over existing EMS or M365 E3/E5 licenses.
I did review the Teamviewer remote assistance solution (more details at the bottom of this post) integrated into Intune MEM admin center portal. The current remote assistance solution from Teamviewer needs additional integration and connectivity to Teamviewer servers. The Teamviewer solution comes with additional license charges. Microsoft already has a third-party integrated solution ( Teamviewer) for remote assistance or remote control from the MEM admin center portal. Microsoft announced a New Intune Remote Help Solution available with Intune MEM admin center from Microsoft.
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