The IT Helpdesk Roadblock
Every day, your helpdesk team faces a frustrating reality: a user calls with a critical issue, but their device is unmanaged meaning the ControlUp Agent isn’t installed, and the device isn’t on your tenant. That’s an immediate roadblock. Instead of a quick fix, you’re forced into time-consuming, clumsy phone calls or confusing chat threads, dragging out the resolution and spiking the user’s frustration.
The Challenge: How do you provide instant, hands-on support to any device, anywhere, without compromising security or slowing down your resolution time?
The Solution: Instant remote control for unmanaged devices
Introducing an essential enhancement to ControlUp for Desktops: Remote Control for Unmanaged Devices. This feature eliminates the “unmanaged device” problem, empowering your desktop administrators to provide remote support instantly. This isn’t just a workaround, it’s a critical tool that expands your reach and allows your team to quickly and easily assist users, regardless of whether their device is in the environment or not.
By integrating this capability directly into your comprehensive DEX platform, you go from identifying issues (slow process, high CPU, or printer configuration) to hands-on resolution in a single click.
Zero-Friction Remote Desktop: The 4-Step Process
The process is designed to be simple and tailored for the end user, providing seamless troubleshooting capabilities:
- New Button: This feature adds a “Remote Control – Unmanaged” button into your device’s view, which can be opened in a new window or tab.
- Send Link: IT sends the user a download link for a small, temporary application.
- User Runs App: The user runs the downloaded application.
- Enter Code: IT provides the user with a single-use session code.
Full Remote Control: That’s it! The administrator now has full control over the device with remote assistance and the same functionality (i.e., file transfer, multi-monitor support).
Efficiency is Your Superpower
This feature allows IT to quickly and easily assist users, regardless of whether their device is in the environment or not. This simple experience provides a superior end user experience and expands your reach as an IT professional.
More Information on ControlUp Remote Assist
With ControlUp, you’re equipped to jump from diagnosis to resolution in seconds. Whether you’re helping a managed device or a new unmanaged one, ControlUp’s Remote Assist feature (Remote Control/Remote Shadow) is the precise, versatile tool in your utility belt, ready for action in an instant.
Instant Connection & Hands-On Fixes
ControlUp provides one-click access to the remote desktop, ensuring you don’t waste time struggling to connect—fighting firewalls or battling connection issues.
- Remote Control: This is the full-access gear for hands-on fixes. You can configure printers, install applications, or clean up registries directly. You can fix it fast, saving time.
- Remote Desktop Shadow (View Only): This is the silent surveillance gear, perfect for non-disruptive observation, training, or verifying user environments without interfering. You can see exactly what they see—no confusing descriptions needed.
Remote Desktop Security and Transparency
Every remote IT assistance session with ControlUp is secure and transparent:
- Clear Notifications: Users are always aware when they’re in a remote desktop or remote control session via a persistent on-screen icon.
- User Consent: The option to require explicit user permission before connecting is there to maintain trust and adhere to privacy protocols.
- Firewall-Friendly Design: Sessions are initiated outbound via WebSockets from the ControlUp Agent, avoiding complicated inbound firewall configurations and keeping your network secure.
Deep Troubleshooting: Multi-Tool Attachments
The true power and magic of our remote IT assistance feature lies in the one-click contextual actions that are essential for deep troubleshooting:
- File Transfer: Need to transfer a critical patch or pull a log file? Send or retrieve files (up to 100MB) instantly, without resorting to clunky email attachments or shared drives.
- Admin Access: Access the ‘Elevated Command Prompt’ to run admin commands on the spot, bypassing the need to ask the user for their credentials. This prompt closes automatically when the session ends, maintaining security.
- Multi-Monitor Support: Seamlessly view or switch between all user screens so you never miss where the real error is hiding.
- Clipboard Synchronization: Copy-paste long URLs, error codes, or complex paths directly from your machine to the remote session for flawless, mistake-free troubleshooting.
Efficiency Is Your Superpower: With ControlUp, you go from diagnosis to resolution in seconds—whether the device is managed or unmanaged. No more wasted time, no more security compromises. Just fast, secure, hands-on support.
Ready to equip your team with the ultimate IT support tool? Contact ControlUp to test Remote Control for Unmanaged Devices today.
