What Are Quick Support & Remote Sessions?
Two related, lightweight ways to reach a customer's machine without deploying a full RMM agent.
- Quick-support — the customer pastes a public URL into their browser and downloads a one-off OS-specific installer that opens a short-lived session.
- Remote sessions — the live list of sessions (both quick-support and full-agent), with Connect buttons to jump back in.
Where to find it:
- Quick-support: Sidebar → Quick-Support or
/quick-support(also surfaced as a tab inside RMM). - Remote sessions: Sidebar → Remote Sessions or
/remote-sessions(also a tab inside RMM).
Both require the rmm feature.
Quick Support
The Quick-Support tab shows Waiting / Active / Ended KPI counts and a session queue. + New session opens a small form (optional customer name + note) and generates a session with a public URL of the form <portal-origin>/support/connect/<token>.
How It Works
- The technician opens Quick-Support → + New session and copies the generated
…/support/connect/<token>URL. - The customer opens the URL in a browser. The connect page detects their OS (with Windows / macOS / Linux buttons to override) and offers a per-OS download.
- Download mints a fresh one-shot installer token for the session and serves the matching install script (
kwgroup-quicksupport.exe,.dmgor.sh). The customer runs it and the device registers against the session. - The session shows up in Remote sessions with a Connect button once a remote session is started against it.
The connect page also has a one-way note box so the customer can describe the issue, and polls session status every 5 seconds.
When to Use vs. Full RMM Agent
| Quick-support | RMM agent |
|---|---|
| One-off, ad-hoc | Persistent monitoring |
| One-shot install script per session | Installs as a service |
| Tied to one support session | Always-on |
| Customer runs the download | Tech hands over the install command |
Use quick-support when the customer is on the phone with you right now and needs help once. Use the RMM agent for every device you monitor long-term.
Remote Sessions
Remote Sessions (/remote-sessions) is the live list of every active and recent session across both quick-support and full-agent installs. Each row shows:
- Customer — the linked CRM customer, or "(unassigned)" for ad-hoc quick-support.
- Device — hostname of the on-device agent.
- OS — Windows / macOS / Linux.
- Status — Active / Ended / Failed.
- Duration — how long the session has been running (or ran, for ended sessions).
- Connect — jumps straight into the session viewer.
Click Connect to launch the browser-based remote viewer: screen view, keyboard / mouse control, file transfer, and a chat sidebar. Sessions record every input event, clipboard transfer, and file move for audit (visible on the session detail page).
Session Audit Trail
Every remote session keeps a full event log accessible to admins:
- CONNECT / DISCONNECT events with timestamps.
- INPUT events (keyboard / mouse activity) for accountability.
- CLIPBOARD events (text copied to / from the device).
- FILE_TRANSFER events (file name, size, direction).
- ELEVATION events (any privilege escalation the agent performed).
The session record itself (start time, end time, participants) is immutable.
Security Notes
- The connect page is unauthenticated — the security model is the session token (cryptographically random, 32 bytes). Don't share the URL with anyone other than the customer.
- The connect page picks up the platform's brand colours via CSS variables, but its copy ("A technician will assist you shortly") is fixed.
- One-shot installer tokens expire the moment the device registers against the session; they cannot be reused.
See Also
- RMM Monitoring — the full RMM agent for persistent monitoring
- Customer Management — linking sessions to a customer record