Remote support for your company

Create your organisation

Choose who will create and maintain the organisation. That account needs a verified email address and active Team access; check the plan or trial options available in the account. Invited colleagues can join without buying their own paid plan.

In the account area, open “Devices”, then “Control panel”, choose “Create organization” and enter a name. The creator becomes an Owner, and the organisation uses the creator’s billing account. Giving another member the Owner role leaves that billing arrangement in place.

Install Remoqa on a test workstation and check the permissions needed to share and control its screen. On macOS, review screen recording and accessibility permissions. On Linux, check that the required graphical session is available. Agree with the employee when to test the connection.

Build a useful computer directory

Create departments such as Head office, Accounts or Sales, with nested departments if useful. These group devices for navigation; role permissions apply across the whole organisation, so a department does not restrict a member’s visibility to that group.

Personal devices and organisation devices share the creator’s registered-device allowance. The same device ID counts once within that billing account. Check the available allowance before adding more workstations.

1. Get the device ID

   Open Remoqa on the workstation and read its nine-digit ID. Ask the employee for its current six-digit one-time password when adding a device that is not already linked to your account.

2. Add the computer

   In the control panel, choose “+ Device” and enter the ID and, when required, the one-time password. Adding devices requires Device editor permissions or higher.

3. Give it a recognisable name

   Use a workstation name such as “Accounts — desk 2” and choose its department. Keep passwords in your approved password manager.

4. Check the shared list

   Find the entry under “All devices” and in its department. If the computer is already listed, rename or move the existing entry.

Invite your support team

In “Members”, invite each colleague by email and select a role suited to their work. They should open the invitation, sign in with that same email address, verify it and accept. Invitations last seven days; resending creates a new link and invalidates the previous one.

Each higher role includes the permissions of lower roles. In particular, Extended audit also includes device and department editing. Give each person their own account so you can review and change their access individually.

• Viewer

  Views departments and devices and can start connections. This is a directory role; it does not make a remote session view-only.

• Device editor

  Also adds, renames, moves and removes devices from the organisation’s directory.

• Structure editor

  Also creates and manages departments.

• Extended audit

  Also views the extended event log and exports it to Excel. Event collection needs the separate audit option.

• Owner

  Also manages the organisation, invitations, members and their permissions.

Test the first support request

Sign in as the invited colleague. Find the workstation by name or Remoqa ID, use the online filter if needed, and choose “Connect”. The browser connection page opens with the ID filled in. You can also enter that ID in the desktop app.

Agree on the task with the employee before connecting. They can approve an attended request, or provide the current one-time password. If a security code appears on both sides, compare it through a trusted channel. When the work is done, check the result together, end the session and record the outcome in your usual support system.

Adding a computer to the directory does not enable unattended access. If that is part of your agreed workflow, set a permanent password on the remote computer separately, store it securely and test the required lock and restart behaviour before relying on it.

The device allowance and simultaneous-session allowance are separate limits. Check session capacity if several technicians will help employees at the same time.

Keep an event log when you need one

Extended audit is an optional add-on for a paid Team plan. It records connection requests, session starts and ends, file transfer reports and changes to members, permissions, devices and departments. Members with a verified email and the Extended audit or Owner role can filter the log and export it to Excel.

Enable collection before the activity you need to review: earlier events are not recovered. The log contains events rather than screen recordings. File transfer entries come from client reports and do not prove the file’s contents or delivery; confirm receipt with the recipient.

Review access when the team changes

An Owner can change a member’s role, remove them from the organisation or revoke an unused invitation in “Members”. Review permissions when someone changes duties or leaves the support team.

Separately end active sessions and change any permanent passwords that person knew. Removing membership closes access to this organisation’s directory, but leaves the password on each computer unchanged. Check personal device links and memberships in other organisations as well.

Start with one workstation and one colleague. Confirm that the invitation, permissions and connection work under that colleague’s account, then expand the directory to the rest of the company.