Take the next request
Assign it to yourself or a teammate, or escalate it.
Help desk support without the install step.
Work requests from one queue with SLA timers, start a session from the ticket and see the employee’s screen in their browser. Every approval and session lands in the audit log.
Where it fits.
- Queue firstRequests carry a priority, an owner and an SLA timer: 1 hour for urgent, 4 for high, 8 for normal and 24 for low, unless you set a due time.
- Sessions from the ticketStart a session from a request: it links back to it, and the request moves to active.
- Proof for auditsAssignment, escalation, resolution and every session step are in the audit log, with CSV export.
How a session runs for you.
Three steps from a request to a solved problem, with the person in charge of their own screen.
Start a session from it
Share the 9-digit code with the employee by phone or chat.
Look, guide, resolve
Watch their screen, guide them in the chat, then resolve the request with a note.
Good for, and not for.
Good for
- Walking someone through a setting or an error message
- Seeing what a user sees before you escalate
- Teams that must show who approved each session
Not a fit for
- Working on a screen with nobody at the computer
- Installing software for the user in a screen session: they make each change themselves
- Patching or monitoring a fleet: Anslation Remote is not an RMM
Settings to start with.
A starting point, not a rule: every setting can change per workspace.
| Setting | Suggested | Why |
|---|---|---|
| Approval | Ask the person you help | Employees decide when their screen is shared |
| Roles | Agents as operators, one admin, an auditor for compliance | Each person sees and does only their part |
| Reports | SLA met and approval rate, every week | Shows where the queue slips |
Read next.
- Customer supportScreen sharing for customers, with no app.
- MSPsOne workspace per client.
- All use casesFive kinds of team, one way to help.
- ComparisonsSide by side with AnyDesk, TeamViewer and seven more tools.
- SecurityCodes, consent, roles and the audit log, and what is not done yet.
- Screen share checkTest a browser and a network before a session.
- Anslation RemoteThe product, what it does and what it does not.
Your questions, answered.
Can an IT agent fix the problem directly on the employee’s computer?
Not on the screen: screen sessions are view-only, so the employee makes each change while the IT agent guides them in the chat. On computers your team manages, the optional device agent can run terminal commands in a session an admin approves, or with nobody there under an access rule. Teams that need hands-on use of an unattended screen need a different tool.
Does Anslation Remote replace our help desk software?
It has a support queue with priorities, assignment and SLA timers, so a small team can run on it. A larger team can keep its help desk and use Anslation Remote for the screen-sharing step.
How are SLA timers set?
From the request’s priority unless you set a due time: 1 hour for urgent, 4 hours for high, 8 for normal and 24 for low.
Can we export sessions for an audit?
Yes. The audit log filters by event, outcome, device, session and dates, and exports up to 10,000 rows as CSV. Each export is logged too.
Bring browser support to your team.
Tell us about your team and how you help people today. We read every request and reply by email.
Office hours: Monday to Saturday, 10:00–18:00 IST+91 74158 85838