Secure Remote Assistance

By ExpertOperations |

Secure Remote Assistance allows Tech Experts to deliver more value to customers. For years, Experts have been using JustAnswer's ScreenConnect as a remote access tools to fix difficult tech issues. Below is a guide on how to use ScreenConnect.

Note: All Experts are required to review the Secure Remote Assistance Policy prior to initiating remote sessions.

1. Initiate Secure Remote Assistance

Secure Remote Assistance is a premium service that you can offer to customers. During your Q&A session with a customer, you can offer secure remote assistance by clicking on the "Offer Premium Service" button in PQA. Select any of the available remote services and submit your offer.

Note that remote services are only available for questions in Tech categories.

2. Locate Secure Remote Assistance

Once the customer accepts your offer, you can initiate a secure remote session. To start, switch to the Request Center. Near the top of this page, you'll find the "Secure Remote Assistance" link. Clicking on this link will open up in a new tab.

3. Start a Secure Remote Session

You're now in the Remote Assistance Controls page. To start a new session, click on the "Create A Session" button.

A new session should be added to the list of My Sessions. Click on the "Start Session" button and you'll be asked to download the ScreenConnect desktop client. Once downloaded, follow the prompts to run ScreenConnect.

4. Share Session with Customer

Copy the URL from either the ".NET Client URL" (for Windows) or "Java Client URL" (for Mac) link and send it to your customer on the Active Request page.

5. Ready to go

Once both you and your customer are connected, you should be able to begin your secure remote assistance session. Once you've completed your task, click on the "End Session" button.

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    Any further updates on this?? Q: Does JA provide a Remote Desktop tool?

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    Anh Nguyen

    Hi @silentashes, yes this tool is available for Experts. On your Questions List (, click on the "Remote Desktop" link near the top right corner of the screen. Let me know if you need more help.

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    Thanks! I don't see the link you're referring to -- the only way I'm able to see anything related to remote support is when I open up a chat/conversation w/ a cust., then open the Addit'l Services dialogue.
    .... What I'm looking for is a place that's "Remote Desktop"-centric, w/ info about downloading & installing the server and client. (For instance, what the system requirements are, etc.) And also to be able to test it, to see if it will install properly on my system.
    Thanks Anh!

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    Anh Nguyen

    Hi @silentashes, I just updated this page to include a step-by-step guide on how to initiate a remote desktop session. Let me know if it's helpful.

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    So I am an Expert that primarily uses a Mac. I see that SecureRemote for the expert is only available in Windows. The client for the customer is available in Windows and Java flavors. How can an Expert on a Mac use this as well? I have no choice but to default using TeamViewer

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    Anh Nguyen

    Hi @sevari, could you try to use the Java link for Mac?