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Remote Assistance in DeskGate is a core operational feature that allows administrators and support teams to connect directly to user computers in real time. This capability is designed to provide immediate technical support, troubleshooting, and guidance without requiring physical access to the user’s device.
Unlike generic remote tools, DeskGate Remote Assistance is fully integrated into the management platform, ensuring that all connections are controlled, logged, and associated with the correct user and group configuration.
The Remote Connection feature enables administrators to view and interact with the user’s screen in real time. This includes observing on-screen activity, navigating applications, and performing actions directly on the user’s system when authorization is granted.
Remote connections are established within the organization’s own infrastructure, reinforcing DeskGate’s self-hosted and on-premise architecture while maintaining full control over data flow.
DeskGate allows support teams to monitor user screens live during a remote session. This real-time visibility helps quickly identify issues, guide users through processes, and validate system behavior.
Live monitoring reduces resolution time by eliminating guesswork and enabling direct observation of the problem.
With remote control enabled, administrators can interact directly with the user’s system to perform configurations, resolve issues, or demonstrate workflows.
This interaction-based approach ensures faster issue resolution and minimizes disruption to the user’s work.
Remote Assistance permissions in DeskGate are managed at group level. Only administrators with the appropriate Remote and Remote View privileges can initiate connections, ensuring controlled access.
This authorization model prevents unauthorized remote access and aligns remote connection capabilities with organizational policies.
DeskGate Remote Assistance supports both internal office users and staff working outside the organization. External users are accessed using the same secure connection logic, ensuring consistent support regardless of location.
This unified approach simplifies support operations and eliminates the need for separate remote tools for internal and external environments.
By enabling instant remote access, DeskGate reduces downtime and accelerates problem resolution. Support teams can address issues as they occur, improving overall service quality and user satisfaction.
Remote Assistance also creates a clear operational record, supporting accountability and continuous improvement of support processes.
All remote connections initiated through DeskGate are controlled, authorized, and aligned with the organization’s infrastructure. No third-party cloud routing is required, ensuring data sovereignty and compliance.
With DeskGate Remote Assistance and Remote Connection, organizations gain a reliable, secure, and fully integrated solution for real-time user support and system interaction.