Solution Requirements Easily access unattended endpoints Wake on LAN Screen recording for remote desktop sessions Control and view customer screen all main Operating Systems (windows, Mac, Chrome, iOS, Andriod) Disable mouse control from end user Ability to send a message to end user Ability to join and transfer existing remote desktop sessions File transfer (preferred encrypted) LDAP integration Ability to login at the administrator level and remote desktop into login screens across all main Operating Systems Install Remote Desktop client to machines already in Active Directory during service call Simple install process for endpoints not in Active Directory See and control all customer screens Preferred Options SSO SAML Support agents to appear from groups for other IT areas Integrations with current UND software (tdx, sassafrass, sccm, jamf, LiquidFiles, M365, citrix?) Thumbnail preview that updates status frequently More consistent wake on LAN (currently needs machine to be powered on same network) Ability to get notifications if an endpoint is inactive for X amount of time by group Ability to cycle through endpoints to perform spot checks Voice communication Provide support agent and admin level training Change resolution/zoom-in functionality Accommodates different screen sizes and resolutions Quick swap for reverse screen share Leave residual chat for end user reference (if user leaves they come back to a message saying why support left, and not a closed program) Endpoint information available prior to connecting (could be handled through integration)
