Intune Remote Help is Microsoft’s built-in remote assistance tool for Intune-managed devices. This guide covers everything IT admins need to configure it — licensing, enabling the feature, deploying the app, running a session, and the gotchas that catch people out the first time.
What Is Intune Remote Help?
Intune Remote Help is a cloud-based remote assistance solution built into Microsoft Intune. It lets helpdesk staff view or take full control of end-user devices without leaving the Intune Admin Center, with full session logging and elevation support for non-admin devices.
- Supported platforms: Windows 10/11 (full control + elevation), macOS (view only, preview), Android unenrolled devices (view only via link)
- Key capabilities: Screen view, full remote control, in-session chat, helpdesk elevation on standard user devices, session audit logs in Intune
- What it replaces: TeamViewer, Quick Assist, third-party remote tools — consolidated into Intune with no separate infrastructure
Intune Remote Help Licensing Requirements
Intune Remote Help requires a license beyond standard Intune P1. You need one of the following:
- Microsoft Intune Suite — includes Remote Help plus all other Intune Suite add-ons
- Intune Remote Help standalone add-on — per-user, per-month add-on if you don’t need the full Suite
- Microsoft 365 E5 — includes Intune Plan 2 and Remote Help as of July 2026
- Microsoft 365 F1/F3 + Intune Suite — Frontline Worker path for shared device scenarios
Both the helpdesk agent and the end user need to be covered by the license. A common mistake is licensing only the helpdesk staff — both sides of the session require coverage. Verify assignment in Microsoft 365 Admin Center under Billing > Licenses before you start configuration.
How to Enable Intune Remote Help
Remote Help is disabled by default. Enable it at the tenant level in the Intune Admin Center:
- Go to Tenant Administration > Remote Help
- Under Settings, set Enable Remote Help to Enabled
- Configure the following options:
- Allow Remote Help to unenrolled devices — enable if you need to support Android devices or PCs not yet enrolled in Intune
- Disable chat — optional; most orgs leave chat enabled for helpdesk communication during sessions
- Session logging — enabled by default; audit logs appear in Intune under Remote Help > Sessions
- Click Save
The setting takes effect immediately — no restart or sync required at the tenant level.
How to Deploy the Remote Help App with Intune
The Remote Help client app must be installed on end-user devices before a session can start. Deploy it as a Win32 app via Intune:
Option 1: Deploy from the Microsoft Store (Recommended)
- In Intune Admin Center, go to Apps > Windows > Add
- Select Microsoft Store app (new) as the app type
- Search for Remote Help
- Select the Microsoft Remote Help app, click Select
- Set Install behavior to System
- Assign to All Devices (or a targeted device group) as Required
- Click Create
Option 2: Deploy as Win32 App (Offline/Air-Gapped Environments)
- Download the Remote Help installer from aka.ms/downloadremotehelp
- Package as .intunewin using the Win32 Content Prep Tool
- Install command:
remotehelpinstaller.exe /install /quiet - Uninstall command:
remotehelpinstaller.exe /uninstall /quiet - Detection rule: File exists at
%ProgramFiles%Remote HelpRemoteHelp.exe - Assign as Required to your device groups
The Store method is simpler and stays updated automatically. Use Win32 only if your devices can’t reach the Microsoft Store or you need strict version control.
How to Configure Remote Help Roles and Permissions
Remote Help uses Intune RBAC to control who can assist and what they can do. Two key permissions under the Remote Help app resource:
- Elevation — allows the helpdesk agent to request elevation on a standard user’s device (run as admin without the user having local admin rights). Limit this to senior support tiers.
- View screen — view only, no control. Good for tier 1 support and compliance-sensitive environments.
- Take full control — full remote control of the device. Standard for tier 2+ helpdesk.
- Unattended control — take control without the user accepting the session (Windows only). Requires device to be enrolled and the Unattended permission explicitly assigned.
Assign these permissions via a custom Intune role or add them to an existing role:
- Go to Tenant Administration > Roles > Create (or edit an existing role)
- Under Permissions > Remote Help app, toggle the relevant permissions
- Assign the role to your helpdesk security group with a scope tag matching your managed devices
How to Start an Intune Remote Help Session
Once configured and the app is deployed, starting a session is straightforward. There are two paths:
From the Intune Admin Center (Helpdesk-Initiated)
- Go to Devices > All Devices and find the target device
- Click New Remote Help Session in the device’s toolbar
- The Remote Help app opens on the agent’s machine with a session code
- Share the code with the end user — they enter it in their Remote Help app
- The user accepts the session request and the connection establishes
From the Remote Help App Directly (Code-Based)
- Agent opens Remote Help and selects Get a security code
- Agent shares the 8-digit code with the user via Teams, email, or phone
- User opens Remote Help, selects Enter a security code, and enters the code
- User approves the session and selects the permission level (view or full control)
Sessions are encrypted end-to-end and authenticated via Entra ID — both parties must sign in with their organizational accounts. Guest accounts and personal Microsoft accounts are not supported.
Intune Remote Help Audit Logs
Every Remote Help session is logged automatically. Find session history under Tenant Administration > Remote Help > Sessions. Each log entry shows:
- Session start and end time
- Helper (agent) UPN and device
- Sharer (end user) UPN and device
- Session type (view / full control / elevation)
- Session outcome
Logs are retained per your Intune audit log retention policy. Export to CSV for compliance reporting or integrate with Azure Monitor Log Analytics for long-term retention and alerting.
Common Issues and Fixes
Remote Help option not appearing on device in Intune
The device must be enrolled in Intune (not just Entra joined). Confirm enrollment status under Devices > All Devices. Also verify the Remote Help tenant setting is Enabled and both users are licensed.
“User not licensed” error when starting a session
Both the helper and the sharer need a Remote Help license assigned. Check both user accounts in Microsoft 365 Admin Center > Users > Active Users > Licenses.
Remote Help app not installing on devices
If deployed via Store, confirm the Intune Management Extension is healthy on the device. If devices are in a disconnected network, fall back to the Win32 Win32 deployment method with a local installer source.
Elevation option greyed out for the agent
The Elevation permission must be explicitly enabled in the agent’s Intune RBAC role. Elevation is not included in default roles — it requires a custom role assignment.
Frequently Asked Questions
Does Intune Remote Help work on Windows 10?
Yes. Remote Help supports Windows 10 (version 1909 and later) and Windows 11. macOS support is in preview with view-only capability. Android support covers unenrolled devices via a shareable link.
Can Remote Help be used without the user being present?
Yes, with Unattended Control. This requires the device to be Intune-enrolled, the agent to have the Unattended permission in their RBAC role, and the feature to be configured in the Remote Help settings. The device must be powered on and network-connected.
Is Intune Remote Help included in Microsoft 365 Business Premium?
No. Microsoft 365 Business Premium includes Intune P1 but not Remote Help. Remote Help requires Intune Suite, the Remote Help standalone add-on, or Microsoft 365 E5 (from July 2026 onwards).
What’s the difference between Remote Help and Quick Assist?
Quick Assist is a free Windows built-in tool — no Intune integration, no audit logs, no RBAC, no elevation support via Intune, and no session management. Remote Help is the enterprise-grade replacement: Intune-integrated, logged, role-controlled, and capable of elevation on standard user devices without local admin rights.