Using the Help Desk Feature to Monitor and Assist Users

The Horizon Universal Console allows you to monitor an end user's use of virtual desktops and applications and troubleshooting issues. As an administrator of the Horizon Universal Console, you can use the console's search feature to look up users. You can also look up sessions, entitlements, and VMs for particular users to troubleshoot problems and perform specific desktop maintenance operations.

Purpose of the Help Desk Feature

In your organization, you might have administrators with access to the Horizon Universal Console who help end users with various activities, such as using virtual desktops and remote applications provided by your environment. Those administrators might also monitor end users' sessions, entitlements, or VMs identify issues that might potentially impact them.

In the Horizon Universal Console, the following items support performing those help-desk-related tasks:

• The search feature of the Horizon Universal Console. Your help desk workers can use this feature to search for a specific end user.
• The user card feature. Using a particular user's user card, help desk workers can examine that user's sessions, entitlements, or VMs to troubleshoot problems and perform specific maintenance operations.
• The VMs tab provides a direct link to the VM details card for each VM listed.

Preparing your Environment for the Help Desk Feature Based on the Provider Type

The Help Desk feature on the Horizon Universal Console supports Microsoft Azure, Amazon WorkSpaces Core, and Horizon 8 deployments.

Note: You can view Help Desk information for Microsoft Azure, Amazon WorkSpaces Core, and Horizon 8 environments side by side when you have a hybrid environment.

• Horizon Cloud on Microsoft Azure and Amazon WorkSpace Core

  The prerequisites are mandatory steps that you perform during the onboarding process. After onboarding, the Help Desk feature works by default.

• Horizon Cloud on Horizon 8

  Ensure that the prerequisites are met for the Help Desk feature to work in your environment. See Perform Help Desk Feature Prerequisites for a Horizon 8 Environment.