WeSupport – Secure Remote Access and Support

WeSupport – Secure Remote Access and Support

WeSupport is a Pro application offered by WeGuard that enables secure remote device access for troubleshooting and support. It significantly enhances Mobile Device Management (MDM) by allowing administrators to remotely configure, manage, and resolve issues on enrolled devices—eliminating the need for on-site visits. This streamlines IT operations, reduces downtime, and lowers overall support costs.

One of WeSupport’s key features is its bidirectional voice call, which allows real-time communication between administrators and end users during support sessions for clearer issue resolution.


How to Initiate a Remote WeSupport Session (Admin Side)

  • Navigate to the Devices section, then Search and select the target device




  • Click on Connect to Device.




  • On the Device:

    • The user will receive a pop-up requesting access. Tap Accept.

    • A second prompt will ask to start screen recording or casting. Tap Start Now.


                      

  • A secure remote session will be initiated. The admin can now view and control the device, perform troubleshooting, and communicate with the user via voice.




Info
Result: Admins will now be able to take the complete access of device from their desk or from anywhere and connect with end users via bi-directional voice call to speak with each other making the session more interactive and easing the troubleshooting process.

How to initiate a call from device to admin

  • Open the WeSupport application.
  • Tap the call button.

    • Green Button: Notifies only admins who are available and not in Do Not Disturb (DND) mode.

    • Red Button: Notifies all logged-in admins, even those in DND mode (displayed in red text)


                
             

  • On the admin side, click Accept in the top-right corner of the WeGuard Console


 

  • The user will receive a casting permission prompt. Tap Accept.


            

  • The session will redirect to the WeSupport page, where the admin can:

    • Access and control the device.

    • Speak directly with the user to assist in real time.


Info
Result: WeSupport session is initiated by the end user to troubleshoot the device

How to use Annotations

  • During a live session, enable annotations by clicking the Annotation icon.

  • Both admin and user can draw on the device screen to highlight areas and guide actions visually.


Notes
When annotations are enabled, the admin cannot control the device. To regain control, toggle ON the “Enable User Control” button.

Call Information


On the WeGuard console, under the WeSupport tab, admin can view details such as caller device ID, attending admin, call start and end time, call duration, and the type of call (whether incoming or outgoing)






We hope this article was helpful. For additional support:

  • 📘 Explore our Visual Knowledge Base Series

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  • 📧 Email: WeGuard Support Email

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