How to do remote IT support with your remote desktop ecosystem

InvGate Asset Management makes remote IT support easy and efficient. Thanks to its wide range of pre-built integrations, your support team can choose the tool that best fits their needs and remotely connect to the devices that require attention.

Our remote IT support integrations include the following tools:

• AnyDesk
• RealVNC
• TeamViewer
• TightVNC
• UltraVNC
• Windows Remote Desktop
• Splashtop Business

Generally speaking, the integration process is the same in any case, so let’s see how to perform remote IT support.

How to integrate InvGate Asset Management with IT remote support tools

To remotely access a specific computer within your IT environment, you first need to ensure that the remote access software (any of the tools mentioned above) is installed on the device.

There are several ways to do this. One of the most common approaches used by organizations with large IT environments is software deployment. Here are the steps you need to follow to install remote IT support software on a specific device:

1. Go to Software > Software Deployment > Packages.
2. Click on Library.

Note: The library displays all the pre-built packages available in InvGate Asset Management by default. You’ll find all our remote IT support integrations here.

1. Locate the specific remote support tool you want to install. If the software you need isn’t listed, you can also create a custom package.
2. Next, go to the Plans tab and click the “+” button to add a new plan.

Note: Plans are the specific groups of computers that will receive the selected packages. You can fully customize them. For example: “Lab Machines,” “Field Computers,” “All Devices,” etc.

1. Fill out the General Information (name, description, responsible person, and tags).
2. Complete the Assets section by manually selecting the target devices or using a tag.
3. Select the Packages you want to deploy (in this case, one or more remote IT support tools).
4. Configure the Settings for the plan (including execution date, time, and frequency).

Optional: Adjust the Advanced Settings for specific requirements.

1. Click Save. Based on your configuration, the platform will begin deploying the software.
2. Click on the running plan to monitor its progress in real time.

This process will install the remote IT support software on the devices you want to connect to.

How to access IT devices remotely

1. Go to Assets.
2. Find the computer using the search bar. You can search by Name, Inventory ID, Owner, and more.
3. Once you’ve found the computer, click on it.
4. Click the remote connection icon located in the top-right corner.

Note: The options available will depend on the remote software installed on the device. If you don’t see any (or your preferred option is missing), you’ll need to enable them first by going to Settings > Integrations > Remote Desktop.

1. Choose your preferred tool and click Connect.
2. Depending on the tool you’ve selected, you may need to enter credentials.

Additional information

The connection process may vary depending on the tool you're using. Here are a few disclaimers to keep in mind:

1. Keep in mind that for the process to work, the device which you are trying to connect to must have both InvGate’s Agent and any of the remote IT support tools installed.
2. Some tools might require additional credentials, permissions, or software installed on both ends.
3. For the Windows Remote Desktop and VNC software, when clicking on the “Connect” button, a new window will open, showing you the required steps to follow in order to establish the connection correctly.