Remote support

What is Remote support?

With Remote support, you can help users with their issues by viewing or controlling their Windows, Android, iOS, or macOS devices. Miradore integrates with GoTo Resolve’s Remote support tool providing its most essential features.

The Miradore Remote support feature provides Instant sessions: this means that to initiate and maintain these attended sessions, someone needs to be present at the device accessed for the support.

As an admin or editor, you can initiate the instant support session from Miradore and act as an agent providing Remote support for the device user. The device user, also called the end-user, must be at their device.

Prerequisites

To use Remote support, make sure that the following prerequisites are met:

• • • You have an admin or editor role in Miradore.
    • You have a Premium+ plan or Remote support feature trial.
    • The desktop and mobile devices of your users meet the requirements listed in the System requirements for device users and agents.
    • Install the GoTo Resolve support application on Android and iOS devices to establish the support sessions. It is recommended that administrators deploy the application on mobile devices before they start to use the Remote support feature.
      Note: Regardless of the device platform, the remote control always requires the installation of the Remote support application.
    • Make sure that on Android and iOS devices the restriction denying screen capture is not applied. If the device has the restriction deployed, the remote support does not function properly.

Getting started

• How to start a Remote support session?

Working with Remote support sessions

• Managing stream settings
• Sharing your screen with the device user (reverse screen share)
• Opening the Task Manager on a device user’s device (Windows only)
• Rebooting a device user’s device

• Sending files

Reporting and recordings

• How to access and manage session reports?
• Managing session recordings