About Help@Work for iOS

Help@Work for iOS with TeamViewer is an integration that enables administrators to remotely view supported iOS devices managed by MobileIron Core. VPN is not required. After initiating a remote control session from the Admin Portal, administrators can configure iOS devices and troubleshoot issues without having the devices in hand. The remote control session displays on the administrator’s desktop, enabling point-and-click navigation of the device.

Help@Work requires that the TeamViewer QuickSupport app is installed on the iOS device. The TeamViewer QuickSupport app must be an iOS managed app. That is, you must add it to the App Catalog on MobileIron Core for distribution to iOS devices.

NOTE:

Because the TeamViewer QuickSupport app must be an iOS managed app, which requires iOS MDM (Mobile Device Management), MobileIron Core does not support Help@Work on MAM-only devices.

Prerequisites

Help@Work for iOS requires:

• access to the MobileIron Customer Portal (http://help.mobileiron.com) during initial setup for one-time license activation
• a company email address (belonging to an organization rather than an individual) that can be used for the TeamViewer account

TeamViewer components

• TeamViewer 10 Desktop edition
• TeamViewer QuickSupport app

Supported devices

MobileIron Core supports Help@Work using the TeamViewer QuickSupport app on iOS 10 through the most recently released iOS version as supported by MobileIron.

However, on iOS 10 devices, the TeamViewer QuickSupport app is limited to sharing screenshots. On iOS 11 and later, the TeamViewer QuickSupport app supports real-time screensharing.