Introducing Instant Remote Support in Endpoint Central Cloud
We’ve introduced Instant Remote Support in Endpoint Central Cloud to make remote troubleshooting faster and simpler, especially when the device isn’t enrolled.
Until now, remote access worked best for managed endpoints with the Endpoint Central Cloud agent installed. Yet real support scenarios aren’t always that structured. A new employee may not have completed setup. A vendor might need quick assistance. An urgent issue may need immediate attention. In these moments, asking the user to first complete enrolment only delays resolution. This is where Instant Remote Support comes into the picture and addresses the gap.
What’s new?
Instant Remote Support is designed for immediate, on-demand troubleshooting. It does not replace the remote control module. Instead, it extends remote access to devices that are not yet enrolled, without altering how they are managed in the long term.
This allows technicians and system administrators to connect to any device through a secure, session-based link. There’s no need for prior enrollment of devices or agent installations on endpoints. After an access code is created from the console and the link is sent to the user via email, the session starts when the user downloads a portable EXE from the link and runs it. The connection remains active only during the assistance session and terminates once the issue is resolved.
It’s a controlled, temporary connection designed purely for troubleshooting.
What you can do
Instant Remote Support is built for temporary, ad hoc troubleshooting scenarios, but that doesn’t limit what can be done during the session. Even though it is agentless, the session experience remains complete.
During the session, technicians can take full control of the device, transfer files, chat in real time, initiate voice or video communication, navigate multiple monitors, reboot, and reconnect. Also, technicians can perform secure system actions such as Ctrl+Alt+Del on Windows machines, additional technicians can join the session when needed, notes can be added, and a session summary is automatically captured for future reference.
The focus is simple: Provide everything required to resolve the issue without turning a one-time request into a full device management workflow.
Who benefits?
Instant Remote Support is especially useful for help desk teams handling urgent tickets, support technicians, and IT teams operating in hybrid or BYOD environments. It shortens the path between identifying a problem and accessing the device, allowing teams to focus on resolution rather than preparation.
Sometimes support doesn’t require infrastructure setup; it just requires access at the right moment. This is where Instant Remote Support provides you that access instantly.
A final note
Instant Remote Support helps help desk teams and service providers handle incidents more quickly, cut down on resolution times, and improve first call resolution rates by eliminating the need for setup. That is the purpose of this feature: secure remote access when you need it, without changing how the device is managed.
To explore more features of Endpoint Central Cloud, visit our website.