Remote Support

We define remote support as the process used when a technician (host) connects to a computer over the internet where the client (guest) is providing active permission for the host to access the device. The device could be a laptop, workstation, server, tablet, or mobile device. These sessions are often ad-hoc but can be established ahead of time for ongoing support requirements.

About ScreenConnect

ScreenConnect is a self-hosted solution so we stay out of the way and give our customers 100% ownership of the solution. We do our best to make the software easy to install and setup, providing users our Getting Started Guide and a host of Knowledge Articles to assist with everything from configuring ports to integrating into your website.

We provide:

• A solution that resides on the computer/server of your choice
• Compatibility with Mac, Linux, and Windows computers and servers
• Android, iPad, iPhone, and iPod touch option for hosting sessions
• Complete branding, customization, and integration capability
• An affordable solution with no monthly fees or required hardware purchases

Types of Support Sessions

ScreenConnect supports multiple connection types that hosts can use to connect with customers. The session types are varied and can be used in a variety of ways.

• Listed Sessions – These sessions are displayed publicly on the ScreenConnect site for all guests to see and join. By default the listed sessions will display the host’s name and the session notes field. This method is commonly used by hosts who want to keep a perpetual session list constantly available. Alerting guests to go to a site and select a particular session number or host name for example. Others might alert the guest the session is for them by putting the guest name or company name in the notes field.
• Code Sessions – One of the more popular connection methods, code sessions, require that the ScreenConnect guest enter a predetermined and communicated code into the identified field on the guest page. The code can be manually created by the host when creating the session or automatically generated by selecting the “generate code” button when creating the session type. The generate code button works from a predetermined algorithm that can be configured by the ScreenConnect Administrator to match internal compliance policies or processes.
• Email Sessions – The Host creates a session and then instead of defining a code or listing the session publicly a link is created and then delivered to the customer via email. Email sessions really help simplify the process for guests, by not requiring them to go to your website first to join the connection. Email sessions are sent behind the scenes using the configuration determined by the ScreenConnect administrator.
• Recurring Sessions – Although ScreenConnect does provide a full featured remote access solution as part of the product a hybrid version of unattended access is available as part of our remote support model. When disconnecting, Hosts can choose to leave a session open for future action rather than ending the session. If left open, Hosts can reconnect at a later time to continue the support without worrying about contacting the customer to rejoin the session.

Key Remote Support Features

Most of our software features are highly utilized by both remote support and remote access. That said there are several features that are more commonly utilized as part of remote support:

• Reverse Screen Share
• Custom Toolbox
• Live Chat
• Screen Recording

How Remote Support Works

Remote support is pretty straightforward, the guest and host each connect to a centralized application (server) that facilitates the connection and then data is transmitted either peer-to-peer, directly from the guest to the host, or via the server. Sometimes the server is a separate application that sits in the middle of the two connections or it can be integrated into one of the two clients.

There are a lot of different remote support solutions on the market, the primary differences in these tools typically reside in their hosting model, protocol, feature set, and cost.

Hosting Options

• Hosted – The remote support software vendor hosts the server installation at their datacenter and facilitates the connection between the host and guest via installed clients. These tools are typically easy to setup and get going but also generally require monthly fees and to concede some control of branding, customization, and security.
• Self-Hosted – The remote support software server installation is hosted on the computer/server selected by the host. The software vendor is no longer in the middle of the connection between the host and guest. These installations require a bit more setup, typically some port forwarding, but after installed provide similar use models to the hosted solutions. Advantages are no monthly fees, more control of branding/customization/integration, and total ownership of security and the implementation into their process. ScreenConnect is a self-hosted solution.

Protocols

There are a variety of protocols and encryptions utilized by remote support tools but generally speaking most work via a client on the guest computer that transmits the screen data, pixel by pixel, typically in rectangular groups of encrypted data packets to the host computer. The host computer reconstructs the data packets in their proper order reconfiguring the appearance of the guest screen onto the host desktop. The host can then transmit mouse data and key strokes from the keyboard back to the guest computer to provide remote control of the device.