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Use Quick Assist to help users How IT Pros can use Quick Assist to help users. w10 article windows medium vinaypamnani-msft vinpa aaroncz pmadrigal highpri 08/26/2022

Use Quick Assist to help users

Quick Assist is a Microsoft Store application that enables a person to share their device with another person over a remote connection. Your support staff can use it to remotely connect to a user's device and then view its display, make annotations, or take full control. In this way, they can troubleshoot, diagnose technological issues, and provide instructions to users directly on their devices.

Before you begin

All that's required to use Quick Assist is suitable network and internet connectivity. No roles, permissions, or policies are involved. Neither party needs to be in a domain. The helper must have a Microsoft account. The sharer doesn't have to authenticate.

Note

In case the helper and sharer use different keyboard layouts or mouse settings, the ones from the sharer are used during the session.

Authentication

The helper can authenticate when they sign in by using a Microsoft account (MSA) or Azure Active Directory (Azure AD). Local Active Directory authentication isn't currently supported.

Network considerations

Quick Assist communicates over port 443 (https) and connects to the Remote Assistance Service at https://remoteassistance.support.services.microsoft.com by using the Remote Desktop Protocol (RDP). The traffic is encrypted with TLS 1.2.

Both the helper and sharer must be able to reach these endpoints over port 443:

Domain/Name Description
*.api.support.microsoft.com API access for Quick Assist
*.aria.microsoft.com Used for accessibility features within the app
*.cc.skype.com Azure Communication Service for chat and connection between parties
*.channelservices.microsoft.com Required for chat services within Quick Assist
*.channelwebsdks.azureedge.net Used for chat services within Quick Assist
*.edgeassetservice.azureedge.net Used for diagnostic data
*.flightproxy.skype.com Azure Communication Service for chat and connection between parties
*.login.microsoftonline.com Required for logging in to the application (Microsoft account)
*.monitor.azure.com Service Performance Monitoring
*.registrar.skype.com Azure Communication Service for chat and connection between parties.
*.remoteassistanceprodacs.communication.azure.com Azure Communication Services (ACS) technology the Quick Assist app uses.
*.support.services.microsoft.com Primary endpoint used for Quick Assist application
*.trouter.skype.com Azure Communication Service for chat and connection between parties.
*.turn.azure.com Protocol used to help endpoint.
*.vortex.data.microsoft.com Used for diagnostic data
browser.pipe.aria.microsoft.com Required diagnostic data for client and services used by Quick Assist.
edge.skype.com Azure Communication Service for chat and connection between parties.
events.data.microsoft.com Required diagnostic data for client and services used by Quick Assist.

How it works

  1. Both the helper and the sharer start Quick Assist.

  2. The helper selects Assist another person. Quick Assist on the helper's side contacts the Remote Assistance Service to obtain a session code. An RCC chat session is established, and the helper's Quick Assist instance joins it. The helper then provides the code to the sharer.

  3. After the sharer enters the code in their Quick Assist app, Quick Assist uses that code to contact the Remote Assistance Service and join that specific session. The sharer's Quick Assist instance joins the RCC chat session.

  4. The helper is prompted to select View Only or Full Control.

  5. The sharer is prompted to confirm allowing the helper to share their desktop with the helper.

  6. Quick Assist starts RDP control and connects to the RDP Relay service.

  7. RDP shares the video to the helper over https (port 443) through the RDP relay service to the helper's RDP control. Input is shared from the helper to the sharer through the RDP relay service.

:::image type="content" source="images/quick-assist-flow.png" lightbox="images/quick-assist-flow.png" alt-text="Schematic flow of connections when a Quick Assist session is established.":::

Data and privacy

Microsoft logs a small amount of session data to monitor the health of the Quick Assist system. This data includes the following information:

  • Start and end time of the session

  • Errors arising from Quick Assist itself, such as unexpected disconnections

  • Features used inside the app such as view only, annotation, and session pause

No logs are created on either the helper's or sharer's device. Microsoft can't access a session or view any actions or keystrokes that occur in the session.

The sharer sees only an abbreviated version of the helper's name (first name, last initial) and no other information about them. Microsoft doesn't store any data about either the sharer or the helper for longer than three days.

In some scenarios, the helper does require the sharer to respond to application permission prompts (User Account Control), but otherwise the helper has the same permissions as the sharer on the device.

Working with Quick Assist

Either the support staff or a user can start a Quick Assist session.

  1. Support staff ("helper") starts Quick Assist in any of a few ways:

    • Type Quick Assist in the search box and press ENTER.
    • Press CTRL + Windows + Q
    • For Windows 10 users, from the Start menu, select Windows Accessories, and then choose Quick Assist.
    • For Windows 11 users, from the Start menu, select All Apps, Windows Tools, and then choose Quick Assist.

  2. In the Give assistance section, the helper selects Assist another person. The helper might be asked to choose their account or sign in. Quick Assist generates a time-limited security code.

  3. Helper shares the security code with the user over the phone or with a messaging system.

  4. Quick Assist opens on the sharer's device. The user enters the provided code in the Code from assistant box, and then selects Share screen.

  5. The helper receives a dialog offering the opportunity to take full control of the device or just view its screen. After they choose an option, the helper selects Continue.

  6. The sharer receives a dialog asking for permission to show their screen or allow access. The sharer gives permission by selecting the Allow button.

Install Quick Assist

Install Quick Assist from the Microsoft Store

  1. Download the new version of Quick Assist by visiting the Microsoft Store.
  2. In the Microsoft Store, select Get in Store app. Then, give permission to install Quick Assist. When the installation is complete, you'll see Get change to Open.
    :::image type="content" source="images/quick-assist-get.png" lightbox="images/quick-assist-get.png" alt-text="Microsoft Store window showing the Quick Assist app with a button labeled get in the bottom right corner.":::

For more information, visit Install Quick Assist.

Install Quick Assist with Intune

Before installing Quick Assist, you'll need to set up synchronization between Intune and Microsoft Store for Business. If you've already set up sync, log into Microsoft Store for Business and skip to step 5.

  1. Go to Microsoft Endpoint Manager admin center and navigate to Tenant administration / Connectors and tokens / Microsoft Store for Business and verify that Microsoft Store for Business sync is set to Enable.
  2. Using your Global Admin account, log into Microsoft Store for Business.
  3. Select Manage / Settings and turn on Show offline apps.
  4. Choose the Distribute tab and verify that Microsoft Intune is Active. You may need to use the +Add management tool link if it's not.
  5. Search for Quick Assist and select it from the Search results.
  6. Choose the Offline license and select Get the app
  7. From the Intune portal (Endpoint Manager admin center) choose Sync.
  8. Navigate to Apps / Windows and you should see Quick Assist (Offline) in the list.
  9. Select it to view its properties. By default, the app won't be assigned to anyone or any devices, select the Edit link.
  10. Assign the app to the required group of devices and choose Review + save to complete the application install.

Note

Assigning the app to a device or group of devices instead of a user is important because it's the only way to install a store app in device context.

Visit Add Microsoft Store apps to Microsoft Intune for more information.

Install Quick Assist Offline

To install Quick Assist offline, you'll need to download your APPXBUNDLE and unencoded XML file from Microsoft Store for Business. Visit Download an offline-licensed app for more information.

  1. Start Windows PowerShell with Administrative privileges.
  2. In PowerShell, change the directory to the location you've saved the file to in step 1. (CD <location of package file>)
  3. Run the following command to install Quick Assist:
    Add-appxprovisionedpackage -online -PackagePath "MicrosoftCorporationII.QuickAssist_2022.509.2259.0_neutral___8wekyb3d8bbwe.AppxBundle" -LicensePath "MicrosoftCorporationII.QuickAssist_8wekyb3d8bbwe_4bc27046-84c5-8679-dcc7-d44c77a47dd0.xml"
  4. After Quick Assist has installed, run this command:
    Get-appxpackage *QuickAssist* -alluser

After running the command, you'll see Quick Assist 2.X is installed for the user.

Microsoft Edge WebView2

The Microsoft Edge WebView2 is a development control that uses Microsoft Edge as the rendering engine to display web content in native apps. The new Quick Assist app is written using this control and is required. For Windows 11 users, this runtime control is built in. For Windows 10 users, the Quick Assist Store app will detect if WebView2 is present on launch and if necessary, it will be installed automatically. If an error message or prompt is shown indicating WebView2 isn't present, it will need to be installed separately.

For more information on distributing and installing Microsoft Edge WebView2, visit Distribute your app and the WebView2 Runtime

Next steps

If you have any problems, questions, or suggestions for Quick Assist, contact us by using the Feedback Hub app.