I'm on the hunt for remote assistance software that includes a feature prompting the user to enter information before a connection is made. For example, if a user receives a call from the helpdesk, they would need to input something like the helpdesk employee's ID before allowing access. This requirement is essential for our organization, so I'm hoping to find a solution that fits this need.
4 Answers
BeyondTrust Bomgar is an option that requires users to input a rolling pin number before connecting, which might meet your needs.
ScreenConnect has a feature where users must accept a prompt before a remote session starts, but I don't think it has the capability for requiring a PIN code input for extra security.
Have you tried Quick Assist? It's built into Windows and requires users to get a code from the help desk before allowing a connection. Pretty straightforward and secure!
I think it's important to consider that remote support should ideally be user-initiated. Why are your techs calling users directly for remote access? That could lead to bad security habits in the long run!
But it does happen sometimes! Users often email the helpdesk to open a ticket, and then the helpdesk calls to troubleshoot remotely. It's all part of the process.
If you're looking for something more enterprise-grade, Remote Help in Intune could be a solid choice. It allows for help from Microsoft for authenticated users within your organization, but keep in mind there are extra costs involved with Intune.