Built in
Remote support in IDA: one click at the customer, the ID appears in your list
Remote support usually starts with “download this tool, run it and read me the number”. In IDA the customer downloads one file from your portal and runs it - that is all. The programme reports to your IDA by itself, and the request shows up with host name, signed-in user and customer name. No numbers to read out, no installation.
What IDA reads from Remote support (RustDesk)
- Session ID, host name, signed-in user and operating system
- The customer assignment when the download came from the portal
What IDA does with it
- The customer types nothing and installs nothing
- The request lands with the right customer instead of in an anonymous list
- One click connects - the session stays documented on the ticket
Who it is for
Service desks that help quickly without rolling out software first.
Setup: Nothing to set up: remote support is part of IDA. Put the download link on your own website, or let the customer fetch it from the portal.
Every integration in IDA has its own switch. Turn it off and it disappears completely - including the columns, filters and reports that belong to it. You only see what you actually use.
Vendor website: Remote support (RustDesk). Remote support (RustDesk) is a trademark of its respective owner; IDA connects to the system technically, which implies no partnership.
Questions about the Remote support (RustDesk) integration
Does the customer have to install anything?
No. They download a file and run it; it works without installation and without administrator rights. Afterwards they can simply delete it.
How does IDA know which customer is calling?
From the file itself. On download it receives a marker in its file name - before signing in the one of your system, inside the signed-in customer portal the one of that customer. The request then carries the customer name.
Does the connection run through third-party servers?
The rendezvous runs through the server of your IDA provider; the session itself is end-to-end encrypted. If you want everything in your own hands, run the rendezvous server yourself - the basis is the open-source RustDesk (AGPL-3.0).
Why RustDesk and not a well-known remote support product?
Because it is open source and can be self-hosted. The connection stays in your hands, there is no licence per engineer, and the client can be tailored so the customer has nothing to type.
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