AI-powered remote desktop and assistance software for MSPs

Frequently Asked Questions

• What is remote desktop software?

  Remote desktop software lets you securely connect to and control another computer over the internet so you can view the screen, use apps, and perform support/maintenance tasks remotely. It’s used for helpdesk assistance, troubleshooting, and administration across Windows, macOS, and Linux—typically with encryption and access controls.

• What AI capabilities are available in Acronis remote desktop and assistance?

  Acronis remote desktop and assistance now includes two AI-powered capabilities for NEAR sessions: in-session recommendations, which provide real-time troubleshooting guidance during live sessions, and remote session summaries, which automatically document the work performed after the session ends.

• What remote desktop services can MSPs deliver with Acronis?

  • Provide unattended remote desktop and live assistance for Windows, macOS and Linux endpoints.
  • Support urgent cases on unmanaged endpoints through Quick Assist.
  • Transfer files, perform remote actions and chat with users from the same console.
  • Use AI-powered recommendations and automatic session summaries for NEAR sessions.
  • Troubleshoot in the background through remote command line on Windows and macOS.
  • Record NEAR sessions and review session history for oversight and auditability.

• What are the benefits of using remote desktop and assistance?

  Using remote desktop and assistance enables businesses to provide immediate help to clients without the delay of in-person visits, enhancing response times and client satisfaction. It allows IT specialists to manage and troubleshoot systems from anywhere, reducing travel costs and downtime.

• What are the advantages of using remote support?

  Remote support offers several advantages including increased flexibility, as support teams can address issues from any location. It also boosts efficiency by allowing for quicker response and resolution times, minimizing disruption to the client's operations. Additionally, remote support can scale as an organization grows, providing the ability to support more clients without a proportional increase in support staff.

• What features should I look for in remote desktop support software?

  When selecting remote desktop support software, key features to consider include multi-platform support to cover various operating systems, secure data transmission using end-to-end encryption, and the ability to perform a range of remote actions like file transfers, system reboots and session recording. User-friendly interface, quick connectivity and high performance even on slower networks are also crucial for ensuring efficient support.

• How does remote assistance improve productivity and efficiency?

  Remote assistance streamlines the troubleshooting process by allowing instant access to client systems, thereby drastically reducing resolution times. It enables multitasking among support personnel, who can handle multiple issues concurrently from a single location. This approach not only cuts down on travel time and related expenses but also allows for more flexible resource management, directly boosting productivity and operational efficiency.

• How secure is remote desktop software?

  Remote desktop software can be highly secure when implemented with appropriate controls. Acronis uses encrypted connections, role-based access, remote management plans and detailed session logging to help protect remote access. Additional controls include two-factor authentication, granular permissions and session recording.

• Can MSP remote support be tailored to the specific needs of my organization?

  Absolutely. MSP remote support can be customized to fit the unique requirements of any organization. Solutions like Acronis RMM offer various modules and settings that can be adapted based on specific client environments and needs. Whether it's adjusting security settings, choosing different protocols or enabling specific remote actions, MSPs can configure their remote support tools to provide optimal service tailored to their clients.

• Does Acronis remote desktop and assistance support screen sharing?

  Yes, Acronis remote desktop and assistance include screen sharing capabilities. This feature allows support personnel to view and interact with the client's desktop in real-time, facilitating effective guidance and troubleshooting. Screen sharing is integral to providing thorough and efficient assistance, especially for complex issues or when guiding a user through a process directly on their system.