To streamline problem-solving across device fleets, the Applivery MDM platform includes a Remote Support and Control solution. Throughout this post, we will technically break down how this tool works, the direct benefits it brings to daily management, and the exact steps to start a support session, allowing you to centralize and speed up technical assistance.
The goal of this functionality is to eliminate the friction and back-and-forth of traditional support. Instead of depending on ambiguous descriptions from the user, we provide you with direct visual access for a precise diagnosis and immediate resolution. We will analyze its two modes—Remote View and Remote Control—and the key requirements so you have all the information you need to implement it in your environment.
What exactly is Applivery's Remote Support?
Our remote support feature allows you to establish a direct and secure connection with your organization’s devices such as smartphones, tablets, or desktops. It is based on two main interaction modes:
Remote view: lets you see the user’s device screen in real time.
Remote control: in addition to viewing the screen, you can take full control of the device.
To better understand the differences and when to use each mode, here is a quick table:
| Mode | Functionality | Ideal use case |
|---|---|---|
|
Remote view |
Real-time screen viewing without interaction. |
|
|
Remote control |
Full interaction: gestures, clicks, keyboard use. |
|
This functionality is available for devices that are enrolled in Device Owner mode (fully managed device), ensuring complete and secure control in corporate environments.
Problems you can solve with Remote Control
Implementing a remote control tool isn’t just about adding a new feature; it’s about optimizing a processes and eliminating daily bottlenecks.
- Reduce employee downtime
Every minute an employee spends trying to solve a technical problem is a minute of lost productivity. With remote control, you can identify and resolve the issue immediately, allowing your colleagues to get back to their tasks without delay.
- Diagnose complex problems without leaving your chair
Forget about ambiguous descriptions and screenshots that don’t show the real problem. By viewing the user’s screen live, the diagnosis becomes precise. You can replicate the error, review the configuration, and find the root cause of the problem efficiently and autonomously.
- Improve the adoption of applications and processes
Do you need to guide a user through setting up a new enterprise application or workflow? With remote control, you can show them exactly what to do directly on their screen, ensuring that processes are followed correctly and improving the learning curve.
- Centralize management and support
Instead of using multiple tools—one for device management, another for app distribution, and a third for remote support—Applivery unifies everything into a single console. This means less complexity, lower costs, and more efficiency for your IT department.
What to look for in a Remote Support solution
Not all remote support tools are created equal. If you are evaluating options, make sure they meet these key requirements to ensure efficiency and security.
| Feature | Why is it important? | How Applivery delivers |
|---|---|---|
|
Native integration into the MDM/UEM |
It prevents you from having to manage and pay for separate consoles. It radically simplifies the administrator’s job and reduces friction. |
100% Integrated. The function is part of the Applivery platform. It does not require third-party software or additional installations. |
|
Ease of use |
A complex interface or a slow connection process defeats the purpose of the tool: to be fast. Agility is essential. |
2-click activation. You start the session from the device’s profile. The interface is clean and designed for maximum efficiency. |
|
Transparency and security |
It is vital that the end-user trusts the process. Unauthorized access can create serious privacy and trust issues. |
Explicit consent. The session only begins if the user accepts it. All communication is encrypted from end to end. |
|
Zero manual installation |
Manually deploying support agents across an entire fleet of devices is unmanageable and prone to errors. |
Automatic deployment. The support agent is installed silently and centrally through MDM policies. |
Simplify your technical support today
Moving away from confusing explanations and starting to solve problems visually and directly is a step toward to becoming more productive and reducing daily management stress. Applivery’s Remote Support is designed to give you the control you need in a simple, integrated, and efficient way.
Check our documentation to dive into the technical details and step-by-step guides to master the tool or request a demo. Talk to one of our experts and see live how Applivery can adapt to your specific needs.
Frequently Asked Questions (FAQ)
Do I need to install any additional software on my computer or the user's?
No. As an administrator, you manage everything from your web browser in the Applivery console. The necessary agent on the mobile device is deployed automatically and centrally through our MDM. It's a "zero-friction" experience.
Does this feature have an additional cost or is it an add-on?
Remote support is included in our Mobile Device Management plans.
Does it work with personal devices (BYOD) or only corporate ones?
The Remote Control functionality is designed for devices in Device Owner mode, which is the standard for company-owned (corporate) devices. This ensures the maximum level of control and security. Remote View may have more flexibility depending on the configuration.
Does the end-user know that I am connected to their device?
Yes, always. Transparency is a fundamental pillar of our solution. The user receives a notification on their screen and must explicitly accept it for the session to begin. Additionally, a visual indicator remains on the screen throughout the support session.
