Remote Support Procedures

Kecktech uses RustDesk for screen-sharing and remote control sessions with clients. Tactical RMM provides background agent-based access for MSP clients.

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Tools

| Tool | Use Case | Access | |---|---|---| | RustDesk | Screen sharing, guided support | Client installs RustDesk app | | Tactical RMM | MSP remote shell, unattended access | Agent pre-installed on managed devices |

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RustDesk ΓÇö Initiating a Session

Prerequisites

• Client must have RustDesk installed: https://rustdesk.com/download
• Client's RustDesk ID must be saved in their Vaultwarden collection

Steps

• Open RustDesk on your workstation (connected to Tailscale)
• Enter the client's RustDesk ID in the Connect field
• Request the client provide their one-time password (shown on their screen)
• Click Connect ΓÇö session begins once client approves
• After session, log time in Zammad under the client's ticket

Finding the Client's RustDesk ID

• Open Vaultwarden at https://vault.kecktech.net
• Navigate to the client's collection
• Look for the item named "RustDesk ID ΓÇö {Client Name}"

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Tactical RMM ΓÇö MSP Remote Access

Prerequisites

• Client device must have the Tactical RMM agent installed
• You must be on Tailscale or accessing https://rmm.kecktech.net

Steps

• Log in to https://rmm.kecktech.net
• Navigate to Clients ΓåÆ {Client Name} ΓåÆ Agents
• Select the target device
• Choose Remote Background ΓåÆ Remote Shell for command-line access
• Or click Take Control for full desktop control (Windows only)

Running Scripts Remotely

• In Tactical RMM, select the agent
• Click Run Script
• Choose from saved scripts or paste a new one
• Set timeout and run as (System / logged-in user)
• Review output in the script results panel

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Billing Remote Support Time

• Use ticket code SVC-REMOTE ($45/hr) for standard remote sessions
• Use SVC-HOME ($85/hr) only for physically on-site visits
• Log all time under the client's Zammad ticket using Time Accounting

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Ending a Session

• Notify the client the session is ending
• Disconnect from RustDesk or close the RMM connection
• Update the ticket state and add a resolution note
• Send session summary to client via the ticket