Remote Support

Provide remote support internally within your corporate LAN and externally over the Internet.

Easy remote access over the Internet

Remote Utilities provides an easy way to establish a remote session over the Internet. You don’t need to configure firewalls and routers — just enable the Internet ID option and connect to a remote computer using its unique 9-digit ID:

Session chat

Chat with your customers during a remote session — no need to use instant messaging applications or make a phone call. You can use a dedicated chat mode or open a chat panel side by side with your remote session window:

Spontaneous support

For a one-time support session with customers, you don’t have to install the persistent client on their PCs. Ask your customer to run the Agent which is a remote client for spontaneous support. Agent runs as an application and doesn’t require installation and admin privileges.

When the session is over, customers can delete the Agent from their computers or keep it for future use. If they run it again, you can use the same credentials to access their PC.

Customization and deployment

Remote Utilities has a built-in utility called MSI Configurator that allows you to create a custom pre-configured client module. When it comes to remote support you will most likely use either the One-click installer or the Agent option.

Use the One-click installer option to build a persistent remote client (Host) package. Distribute your one-click package across your remote clients — when run, the one-click package will install itself automatically.

The Agent option allows you to build your custom Agent with the settings you need. In addition, you can add your own logo and welcome text to the Agent window:

Upload your custom Agent to your website or otherwise distribute it among your remote customers. Whenever you need to connect to a customer's computer, have that customer run the Agent.

Set up sending emails with access credentials

Regardless of whether you use the persistent Host or spontaneous Agent, you can set the client to send you an email with access credentials (ID and password) upon the first installation/run. You can enable this feature in the MSI Configurator during customization:

Ask user permission

Sometimes you'd rather avoid interfering with remote users' work so you’d like to ask for their permission to connect to their computer. This is easy to do with Remote Utilities — just enable the Ask user permission feature in the Host settings. When remote session is about to start, the remote user will see the following message:

This feature makes sense when enabled in the persistent module (Host) because this module runs in the background whereas the spontaneous support module (Agent) is "attended-only" by design.