Secure Remote Assist

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Goal and Objective

Secure Remote Assist enables users to request help from a trusted support engineer by allowing secure, temporary access to their desktop.

Objective: Simplify troubleshooting and problem resolution without requiring the user to manually describe every issue.

Security: Sessions are always encrypted, logged, and routed through the SSW secure network.

User Control: Access is granted only after the end user explicitly approves each session.

Starting a Secure Remote Assist Session (End User)

  1. Log in to your SSW Desktop Client.
  2. Navigate to the Shared → By You section.
  3. Click Add Network Target.
  4. Under Protocol, select Secure Remote Assist, leave the default settings as-is, and click Add.
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  5. In the Application section, find the Secure Remote Assist network you just created, then click Create Share.
  6. In the popup window, configure the Public Title, Usage Limit, and Expiration Date. You can also set a Passphrase if desired.
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  7. Click Save to publish it as a Shared Network entry.
  8. From the Shared Networks list, click Copy URL to generate a browser access link.
  9. Share this link with your vendor or support assistant.

Joining a Session (Vendor/Assistor)

  • Simply click on the shared URL link in a browser.
  • No SSW account or client installation is required.
  • Once connected, the vendor can view your screen and control your mouse and keyboard (with your permission).

During a Session

  • The vendor can:
    • View your desktop in real time.
    • Control mouse and keyboard input.
    • Work across multiple monitors if available.
  • You (the end user) can end the session at any time.

Active Session Tracking

  • All ongoing Secure Remote Assist sessions will appear in the Active Session tab.
  • For browser-based sessions, an additional action is available:
    • Open session share link in browser – Opens a view-only page that lets you monitor the vendor’s activity.
    • This page is view-only, no control can be performed from here.

Security & Permissions

  • Before remote control begins, explicit permission is required from the end user.
  • Either side can terminate the session at any time.
  • All sessions are logged in Active Session for full visibility.

Summary

With Secure Remote Assist, end users can quickly invite vendors to securely access their desktop via a simple browser link.

This ensures fast support without requiring additional client setup, while maintaining full security and control.