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Remote support

Last updated 2026-05-15

When Rundoo Support needs to see what's happening on your screen — to diagnose a hardware issue, walk you through a tricky setting, or fix something live — a remote-screen session is faster than describing it over the phone. This page covers the two flavors of remote access: a one-time session you start during a support call, and ongoing access for the data team during onboarding.

One-time session for support

Use this when you're on a support call and the agent asks for screen access. The session lasts for the call and tears itself down when you close the window.

  1. Open the Intercom chat. Click the blue chat bubble in the bottom-right corner of Rundoo (or open it from your browser if Rundoo isn't loading).

  2. Send a message asking for help. Click Send us a message and describe the issue. A Rundoo support agent picks it up and replies.

  3. Wait for the agent to send a remote-session link. When they're ready, they'll send a Join Now button in chat.

  4. Click Join Now. A new browser tab opens to Zoho Assist — the remote-access tool Rundoo Support uses.

  5. Click Join Session in the Zoho Assist page.

  6. Click Agree and Download. A small file named ZA_Connect.exe (Windows) or the macOS equivalent downloads.

  7. Open the downloaded file. Run ZA_Connect.exe. The session connects — you'll see a small status box in the lower-left corner of your screen confirming Rundoo is connected.

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The agent only sees what's on the screen — nothing persists after. Closing the Zoho Assist window (or clicking the X on the session indicator) immediately ends the session and removes the Zoho Assist program from your computer. The agent can't reconnect without you starting a new session.

Ongoing access for data transfer (onboarding)

If you're brand-new to Rundoo and our Data team needs to pull from your old POS, ERP, or accounting system to migrate your data, we set up unattended remote access — one-time configuration that lets the team connect whenever the computer is powered on and online, without anyone on your side needing to click Join Now each time.

To set up:

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Click this link on the computer that has the data: tinyurl.com/rundoo and follow the prompts. Installation takes ~2 minutes.

Once installed:

  • The Rundoo Data team can connect to that computer as long as it's powered on and connected to the internet.

  • The connection is read-only from the data side — they're pulling files, running exports, and checking data structures, not making changes to your local system.

  • After your data migration finishes, your Implementation Manager will let you know it's safe to uninstall. Removing the agent is a one-step Add/Remove Programs (Windows) or Applications drag-to-trash (macOS) operation.

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Only install on the computer that has your legacy data. No reason to put unattended access on every register — the migration only needs one computer with the source files.

When to use which

  • One-time session — active troubleshooting on a call, a specific configuration issue, anything urgent. Default to this.

  • Ongoing access — only during data migration at go-live. Once your data is in Rundoo, ask your Implementation Manager about removing the agent.

Privacy and what we see

During a session, Rundoo Support sees exactly what's on your screen — same as if they were sitting next to you. They don't see:

  • Files on your computer that aren't open.

  • Passwords typed into Rundoo (the field shows dots either way).

  • Activity in other browser tabs unless you switch to them.

If sensitive personal info is on screen (a tax form, an HR doc), close or minimize it before sharing. Rundoo Support won't ask you to type credit-card or password fields during a session.