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Managed Remote Desktop Advanced Use Cases

In MSPs’ daily work, some cases might seem fast to resolve but others require additional attention, although they are quite ordinary. Almost everyone faces them with at least one of their clients. In this guide, we’re going to describe several situations that are very common in our business and cover solving the associated issues with the help of Managed Remote Desktop. We’ll also show you some advanced features of the solution.

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Teamwork on a Single Issue

Use Case

Your customer has an issue with their software and calls for help. One of your administrators connects remotely and tries to resolve the issue but realizes that he can’t manage it.


Managed Remote Desktop supports teamwork, meaning that you can have several administrators and give them different levels of permissions so that any of them can connect to the client’s computer at any time. If a junior administrator can’t handle a problem, it is possible to call a more experienced one who will be able to check what’s happening and either advise their colleague or do the job themselves, depending on its complexity.

In this case, the senior administrator receives a message or a call from the workmate, enters the Managed Remote Desktop console, finds the computer on which the junior encountered the complicated issue, and connects to it by clicking Join the existing session.

Joining the Existing Session in Managed Remote Desktop

Please note: a second person can pass authentication only after the first one connects to the machine.

The control panel where you change administrators will appear on the primary screen. By clicking the menu next to the microphone, you will be able to see all active administrators. Hit an eye icon to pass control to another person. The eye will be replaced by a pencil icon, which means that the other administrator gets full control.

By passing controls to one another, specialists locate and resolve the problem.

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Teamwork in Managed Remote Desktop

After this, the senior administrator leaves the session, and the junior continues to sort out the remaining issues, if necessary.

Managed Remote Desktop provides your team with an opportunity to work together on the same issue without the need to interrupt a session or use any third-party tools to communicate. This makes their job easier, and clients have their issues solved faster.

Bulk Installation

Use Case

You have signed a contract with a new client. This client has a machine park of 300+ computers, and you need access to all of them. Manual installation might take too long.


Managed Remote Desktop has an option for bulk installation within a single company. You’ll just need to get a configured build to customize configuration settings and then utilize Group Policy or RMM solution.

Create a build with a token for the new company as usual – Downloads / Remote Desktop / Download Build / Remote Computer Installation. After setting up all the options, you’ll get a link to download this build or command-line keys to use in the deployment process copy.

Here’s a link with a token. Please note: if you rename it, it won’t work.

Downloading a Build of in Managed Remote Desktop

These are keys for the command line. The rename rule applies here as well.

Command Keys for Managed Remote Desktop

The next step differs, depending on which you prefer to use: manual installation, the Group Policy feature, or an RMM solution.

  • Manual installation is when users install the Managed Remote Desktop agent themselves. You’ll need to send them their company’s build or the link to this build, then users launch the file and follow the installation wizard instructions. This isn’t the best method, because you can’t control the installation process. It may happen that you won’t be able to access users’ computers when it’s needed because the users have forgotten to install the agent.
  • Another option is Group Policy, which allows the deployment of the Managed Remote Desktop agent quickly and easily. Download the build, put it on the file share, or simply open access to it to all users that need the agent installed. Then, create the Group Policy Object with the installation file and run the bulk installation.
  • With regard to RMM, you can use any solution. Download the Managed Remote Desktop user build with a company token, then deploy it within your RMM. Another way is to use the command line keys. The choice depends on RMM preferences.

After installing Managed Remote Desktop, all computers that have the agent will become available at Managed Backup web console.

Getting Access to an Absent Employee’s PC

Use Case

Your client’s employee is away due to vacation, sick leave, or any temporary leave and their computer can’t be accessed. This employee’s manager needs a file from the computer but doesn’t have access. The file is needed urgently.


You can easily help your customer in such a situation by connecting remotely to the required computer – there won’t be any access problems if you use the administrator account with all the necessary permissions. You can do this even if you’re not in your office – from your smartphone or laptop; MSP360 Managed Remote Desktop supports iOS and macOS. Establish the connection, find the file that your customer needs from their employee’s machine, and send it to the manager via email or put it on the local file share and grant access to those who need it.

The above cases are some that you might meet every other day, but Managed Remote Desktop is also suitable for much more specific situations. Here’s an example of utilizing several of the solution’s advanced functions.

Remote Monitoring of Several Sources

Use Case

An engineer is assigned to maintain and monitor four remote radio stations that relay very important communication data between builders of electrical lines. These stations need to maintain a connection even at a lower connection speed. The location of stations varies from the southern point of the US to the most northerly point of Canada.


All the stations are controlled with computers running Windows OS. So, the MSP360 Managed Remote Desktop agent can be installed on each computer. Our servers are located across most of the Amazon AWS regions, so we maintain good latency. After installing the agent, several functions are available.

  • Picture optimization. Of course, in such a case you need to monitor all the computer controllers and you’ll need to transfer data from all four of them. By lowering the size and resolution of the picture you see on your screen, you consume less bandwidth and can see what’s happening, even if the connection is poor. Click Adjust image quality.Adjust Image Quality in Managed Remote Desktop

Customize the preferences.

Customizing Image Preferences in Managed Remote Desktop

    • Parallel connection. You can connect to all stations and observe all of them at once, for example, on your second screen as a separate window. Then, you’ll see if something goes wrong and there will be no need to switch from one station to another.Parallel Connection in Managed Remote Desktop
  • Sound monitoring. Managed Remote Desktop can transfer both picture and sound from remote computers, so it is not necessary to stare at screens. If the station has a specific sound signal for an emergency situation, you will be able to hear it. This feature enables automatically.

As you can see, with Managed Remote Desktop, you can master specific tasks without effort.


Managed Remote Desktop is a highly customizable solution that is suitable for many situations. With it, you can manage both ordinary and out-of-the-usual cases with the same ease. The solution provides the ability to work as a team, flexibility of installation, and a large variety of features that allow you to change the configuration according to your particular needs.

If you have any remaining questions, please contact our pre-sales team.

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Feel free to test-drive our new MSP360 Managed Remote Desktop oriented towards Managed Service Providers

  • Extensive management capabilities
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