TSPLUS REMOTE ACCESS FEATURES

Remote Control and Collaboration

Screen Sharing

Agents view and control the end-user's desktop in real-time via mouse, keyboard, and screen access. The user simply allows the connection and a chat box opens to start the session.

Multi-Agent Sessions

More than one support agent can connect to the same remote computer simultaneously, enabling collaboration or independent work within a single user session.

Chat Box Interface

A built-in chat box facilitates communication during sessions. The agent's interface shows all controls while the end-user's view is simplified and includes file-sharing.

File Transfer

Both agents and end-users can exchange files during a session. Each side can upload and download files, simplifying tasks like sharing patches or logs.

Send System Commands

Support agents can send system commands to the remote PC, such as Ctrl+Alt+Del or launching Task Manager, enabling secure desktop actions during sessions.

Multi-Monitor Support

Agents can access all monitors of a multi-display remote PC. The interface allows switching between displays so nothing on the user's screen is missed.

Remote PC Info

The support interface displays system information (OS version, hardware details, active user account) of the remote computer, helping agents troubleshoot without questioning users.

Session Recording

Agents can record the full support session as a video file for auditing or training, creating a complete playback of all assistance provided.

Clipboard Synchronization

Agents can enable or disable clipboard sharing. When enabled, text and images can be copied and pasted between the remote session and the agent's local machine.

Screenshots

Agents can take one-click screenshots of the remote desktop at any time during the session, useful for capturing key information without interrupting the workflow.

Attended and Unattended Modes

Remote Support supports both attended (user present) and unattended (headless) sessions. Agents connect with user approval in attended mode or access a pre-authorized machine list anytime.

Wake-on-LAN

In unattended mode, agents can power on sleeping or offline remote PCs via Wake-on-LAN, enabling connections without requiring physical access to the device.

Cross-Platform Access

Agent and end-user software run on Windows, macOS, and Android. Agents can control remote Windows or macOS PCs and even connect from Android devices for true mobile support.

Connection Methods

No-Install Client

End-users simply download and run a small executable — no installation or reboot required. The agent connects using the shared ID and password for instant, admin-free setup.

Branded Connection Client

Agents generate a custom, branded support client featuring the company logo and only essential buttons, providing end-users with a polished and simplified experience.

Agent Command-Line Connect

Support sessions can be started via CLI, allowing agents to initiate a connection without the GUI using a simple command with the user's ID and password.

Connection Status Indicator

The Remote Support interface shows a real-time connectivity status indicator to confirm that the client is successfully connected to the cloud network before a session starts.

Multi-Session Handling

An agent can run multiple support sessions concurrently up to the license limit, enabling simultaneous handling of multiple users within bandwidth and licensing constraints.

Administration and Scalability

Unlimited Users

No per-user licensing. An unlimited number of agents or end-users can operate under one TSplus Remote Support account, limited only by concurrent session count.

Unlimited Devices

The license is device-agnostic. All PCs, tablets, and phones running the client are supported at no extra cost, up to the concurrent session limit.

Concurrent-Session Licensing

TSplus uses a concurrent connections model. You purchase a set number of simultaneous sessions, which determines how many support sessions can run at the same time.

Device Grouping and Search

The unattended access list can be organized into named groups. Agents quickly find and connect to machines by filtering or searching, simplifying management of large fleets.

Automatic Updates

TSplus manages software updates automatically in SaaS mode. Both server and client software auto-upgrade on launch, ensuring all users have the latest features without manual patching.

Self-Hosting Option

While cloud-hosted by default, on-premises deployment is available for enterprises requiring full local control over their remote support infrastructure.

Security and Infrastructure

TLS Encryption

All support sessions are protected by end-to-end TLS encryption. The agent-user connection is secured to industry standards, keeping data and credentials confidential.

Global Relay Network

TSplus operates a worldwide network of relay servers. Support connections are automatically routed to the nearest server for low-latency performance anywhere in the world.

VPN-Free Architecture

No VPN or port forwarding is needed. TSplus's cloud servers broker connections between agent and user, enabling 24/7 remote access without any network reconfiguration.

Cloud Auto-Management

The TSplus service handles all infrastructure management including load balancing and failover. This SaaS model frees IT from server maintenance and ensures high availability.

Access Controls

Remote Support implements built-in access controls. Agents must enter the correct user ID and password or have pre-authorized unattended access before any session begins.

Customization and Integration

Custom Branding

Support clients and portals can be branded with your company's name and logo. End-users see your brand on the client and during sessions for a professional, cohesive experience.

Custom Download Domain

Host the support client download on your own domain or website. End-users retrieve the client from a URL matching your brand, enhancing trust and recognition.

Simplified UI

Administrators can customize the support client interface by hiding unneeded buttons and features, so users see only a streamlined view with the necessary controls.

Freshdesk Integration

Remote sessions can be linked to Freshdesk tickets. Agents attach sessions to helpdesk tickets automatically, improving workflow and record-keeping.

Remote Command Shell

When unattended access is enabled, agents can open a remote command prompt on the user's PC for scripting or troubleshooting without requiring a full GUI session.

Integrated Mode Switching

Agents can switch between full remote control and command-line modes mid-session without restarting the connection, supporting different troubleshooting scenarios on the fly.

Productivity and User Experience

Quick Access PIN/Code

End-users start the app and share a numeric ID with the agent. An email or PIN option can also be configured for a simpler login flow in certain deployments.

Mobile-Friendly Agent Console

The agent console runs on Windows or mobile devices. An Android agent app is available and the web interface is touch-optimized, allowing session management from tablets or phones.

Offline Diagnostics

Agents gather system info and run remote command-line tools within the session UI, reducing repeated queries to the user and significantly speeding up troubleshooting.

User Simplicity

End-user steps are kept minimal — they just run the client and provide credentials. No complex setup or VPN is needed, greatly easing the overall support experience.

Language Selection

The support interface is multilingual. Agents can switch the Remote Support UI to different languages on the fly to accommodate international teams.