How to Setup and Configure Remote Help in Microsoft Intune
Providing IT support to remote users can be challenging if you don’t have the right tools. Remote Help in Microsoft Intune solves this problem by enabling secure, real-time assistance for managed devices. Whether you’re supporting Windows, macOS, Android, or Windows 365 Cloud PCs, Remote Help gives IT teams the ability to view user screens, take control, and even run elevated tasks—all with compliance and auditing built in.
In this blog, we’ll cover:
- What Remote Help is
- Requirements and prerequisites
- How to enable and configure Remote Help in Intune
- How to assign permissions and deploy the Remote Help app
- How to use it for support sessions
- Monitoring and limitations
What is Remote Help?
Remote Help is a cloud-based remote support solution that integrates with Microsoft Intune. It is designed for enterprise support scenarios where security, compliance, and granular access control are important.
Key capabilities include:
- Screen sharing (view only) – helpers can see the user’s desktop.
- Full control – helpers can take control of the device.
- Elevation support – helpers can run tasks that require admin privileges.
- Unattended assistance – depending on permissions, helpers may connect without user action.
- Session logging and auditing – all sessions are logged for compliance.
Requirements for Remote Help
Before enabling Remote Help, confirm the following prerequisites are in place:
1. Licensing
- You need either:
- Remote Help Add-on License, or
- Microsoft Intune Suite License
- Licenses must be assigned to both helpers (IT admins) and sharers (end users).
2. Supported Platforms
- Windows 10/11
- Windows 365 Cloud PCs
- macOS (latest versions)
- Android (latest versions)
3. Intune Setup
- The device must be enrolled in Intune.
- Optionally, Remote Help can be enabled for unenrolled devices (if allowed in tenant settings).
4. RBAC Roles and Permissions
- Helpers need Intune role-based access control (RBAC) permissions.
- You can use built-in roles (like Help Desk Operator) or create custom roles.
5. Remote Help App
- Both helpers and sharers must install the Remote Help app on their device.
- The app can be deployed via Intune or installed manually from Microsoft.
6. Network Access
- Devices must be able to connect to Microsoft’s Remote Help service endpoints.
- Ensure firewalls or proxies allow access to required URLs (listed in Microsoft docs).
Step 1 – Enable Remote Help in Intune
- Sign in to the Intune Admin Center.
- Go to: Tenant administration → Remote Help → Settings.
- Configure the following:
- Enable Remote Help → set to Enabled
- Allow remote help on unenrolled devices → optional
- Disable Chat → optional, set to Yes if you want to block chat messages during sessions
- Save the configuration.
⚠️ Note: This setting is tenant-wide. You cannot scope it to specific groups.
Step 2 – Configure RBAC Permissions
Permissions define what a helper can do. You can:
Option A – Use Built-in Role
- The Help Desk Operator role includes Remote Help permissions.
- Assign this role to your helpdesk group.
Option B – Create a Custom Role
- In Intune Admin Center → Tenant administration → Roles → All roles → + Create.
- Name the role (e.g., “Remote Helpers”).
- Grant specific Remote Help permissions:
- View screen
- Take full control
- Elevation (run as admin)
- Unattended access
- Assign role:
- Admin Groups → your helpdesk users.
- Scope Groups → the devices or users they can assist.
Step 3 – Deploy the Remote Help App
Remote Help requires the app to be installed on devices.
- Deployment via Intune: Add the Remote Help app as a Win32 or store app and push to managed devices.
- Manual install: Users can download from Microsoft’s Remote Help download page.
- Supported OS: Windows 10/11, macOS, Android.
Step 4 – Using Remote Help
Helpers can assist users in multiple ways:
- From Intune Portal
- Navigate to Devices → All devices → Select device → New remote assistance session.
- This launches the Remote Help app with a connection prompt.
- From Remote Help App
- Helper generates a security code in their app.
- Sharer enters the code to approve the session.
- From Remote Help Web App
- Browser-based option (view-only). Useful if the app is not installed.
Monitoring and Audit
- Session logs: Available in Intune for auditing who connected, when, and what actions were performed.
- Client event logs: On Windows devices, check Event Viewer for Remote Help entries.
- License activation: After assigning licenses, Remote Help may take 30 minutes to 8 hours to activate fully.
Limitations of Remote Help
- Not supported in GCC High or DoD tenants.
- Sessions cannot cross tenants (helper and sharer must be in the same tenant).
- Requires the app on both ends—without it, assistance is limited to the web app (view-only).
Final Thoughts
Remote Help in Microsoft Intune provides a secure and compliant way to assist users, whether they are working on Windows, macOS, Android, or Windows 365 Cloud PCs. By meeting the prerequisites—licenses, supported devices, RBAC roles, app deployment, and network access—you can ensure a smooth rollout.
For IT teams, Remote Help reduces downtime, improves user satisfaction, and strengthens support operations in hybrid and remote work environments.
