Support and monitor Remote Help sessions
When a user needs help with a desktop or app, Remote Help lets you connect securely and keep the session on track. This unit explains how to support active sessions, check session status, and use Intune data to monitor usage and follow-up actions.
Support sessions with the Remote Help workflow
A Remote Help session can start from the Remote Help app or, for supported enrolled devices, from the Microsoft Intune admin center. The helper identifies the user or device that needs assistance, confirms the reason for support, and starts the session workflow. Depending on the platform and permissions, the helper can request screen sharing or full control. The user reviews the helper's identity information and can allow or decline the request before the session begins.
During the session, keep the focus on the user's issue and the device context. If the helper needs to modify settings or complete troubleshooting steps, use the least-privileged option that still resolves the problem. Start with screen sharing when guidance is enough, and request full control only when the helper needs to interact with the device directly.
On Windows, elevation can be used when the helper has the required Remote Help elevation permission. Elevation allows the helper to interact with User Account Control prompts and perform actions that require administrative privileges.
End the session as soon as the issue is resolved so the user's workspace remains private and the connection closes cleanly. Both the helper and the user can end the session.
Monitor session status in the Intune admin center
After you deploy Remote Help, Microsoft Intune surfaces session telemetry that administrators can use to monitor support activity. In the Microsoft Intune admin center, go to Tenant administration > Remote Help. The Monitor tab shows active session counts and historical session data. The Remote Help sessions tab shows records of past sessions.
A good monitoring workflow includes these checks:
- Session start time and helper identity
- Device name and user assignment
- Whether the session used screen sharing or full control
- Whether elevation was requested or granted
- The session outcome and duration
This information helps you spot long-running sessions, verify that sessions are routed to the right support role, and confirm whether the device met your organization's compliance criteria.
Review session and audit logs for troubleshooting
Session-level diagnostics are useful when a connection fails or behaves unexpectedly. Use the Remote Help report and audit logs in Intune to trace where the failure occurred. For example, verify whether the device was offline, the helper lacked the right role, or the user declined an elevation request. Administrators can review Remote Help audit log activity in Microsoft Intune under Tenant administration > Audit logs.
If a session is interrupted, compare the session record against the supported device state:
- The device is enrolled and healthy
- The Remote Help app is installed and updated
- The helper has the correct Intune Remote Help permissions
- The user's device policy doesn't block support connections
These checks help you resolve common causes without re-running the entire support workflow.