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Omnissa Workspace ONE Assist
A scanner in the Bhiwandi warehouse froze again. Your technician is three hours away — Workspace ONE Assist lets your help desk view, control and fix devices enrolled in Workspace ONE UEM — phones, rugged handhelds, PCs, Macs and Horizon sessions, with file manager, remote shell and session recording, run as SaaS or on your own servers.
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Same software. Better outcome — at a lower cost.
How it’s rated
Full scoreboard ↓Quick answer
The Omnissa platform family
This page covers Omnissa Workspace ONE Assist — remote support for UEM-enrolled devices, including Assist for Horizon. The rest:
Quick facts
30-second orientation- Product
- Remote view and control, file manager, remote shell, annotation and session recording for managed devices
- Requirement
- Works only on devices enrolled in Workspace ONE UEM; the Assist agent installs itself on managed endpoints
- Platforms
- Android, iOS, macOS, Windows 10, Windows Embedded and Linux, plus Horizon virtual desktop sessions
- Delivery
- SaaS or on-premises, which Omnissa says have functional parity; sessions are TLS-encrypted
- Included in
- Workspace ONE Platinum, Horizon Platinum and the Frontline Worker add-on; an add-on for every other edition
- Not in
- Workspace ONE Enterprise, despite its $10 a device list price: Assist is a separate add-on there
- Price
- Quote-only; Omnissa publishes no Assist price and no meter (per device, per technician or per session)
- Maker
- Omnissa, the ex-VMware end-user computing business, KKR-owned since July 2024; CEO Amit Singh
- India
- A ‘Workspace ONE Assist - India’ instance is on Omnissa’s status page; on-premises keeps it in your own DC
- In India via
- TechBag — add-on versus Platinum maths, quote in INR with GST, help-desk pilot
Understand UEM-native remote support before you buy it
Most product pages skip this. We start here — so you buy a capability, not a buzzword.
Remote support inside the UEM console
Workspace ONE Assist lets the help desk see, control and fix any device that is enrolled in Workspace ONE UEM.
A separate remote tool vs Workspace ONE Assist — the honest table
What consolidation actually replaces, dimension by dimension.
| Dimension | A separate remote tool | Omnissa Workspace ONE Assist |
|---|---|---|
| Starting a session | Ask the user to install a tool | Agent already on every enrolled device |
| Who may connect | Shared technician logins | UEM roles scope each remote tool |
| Shared kiosks | Someone drives to the site | Unattended, reconnects after reboot |
| Evidence | Notes typed into the ticket | Session logs and recordings, exportable |
| Context | Ask what changed | Device Timeline shows recent changes |
| What it is NOT | — | A tool for unmanaged or third-party devices |
The cheapest test is one service-desk team on Assist for a month: count how many of its tickets came from enrolled devices it could actually reach.
The four pieces of the platform
Vendors love diagrams; buyers need to know what they’re actually operating. Here’s the whole platform, demystified.
Core Services
Core Services handle communication and service discovery for the whole Assist environment, so the portal, application layer and connection broker work as one.
Portal Services
Portal Services host the administration console that IT staff use to start sessions, register devices and set session controls, reached from the UEM console.
Application Services
Application Services carry commands and enrolment data between the Assist server and each enrolled device, so actions in a session reach the endpoint reliably.
Connection Proctor
The Connection Proctor manages live device connections and handles many remote-session requests at once, which is the part that keeps Assist highly available.
Enrolment puts the Assist agent on each device, the UEM console starts the session, and four server components hold it open — SaaS, or on servers you run.
Nine capabilities. Reach, fix, prove.
Workspace ONE Assist puts remote support inside the UEM console — for every device you already manage, and only those.
Consent-first live sessions
The user sees a PIN or consent prompt before a session starts and can pause or end it at any point; then IT views and controls.
Kiosks and rugged devices
Corporate-owned kiosks and handhelds can be serviced with nobody present, and the session reconnects by itself after a reboot.
Six OS families and Horizon
Android, iOS, macOS, Windows 10, Windows Embedded and Linux are covered, and Assist for Horizon reaches virtual sessions too.
A file manager on the device
Technicians can upload, download, rename and delete files or folders on the endpoint to collect logs or restore a known-good config.
Remote shell and PowerShell
Scripts and commands run on the device without taking over the user’s screen, for network checks, service restarts and log pulls.
What changed before it broke
Device Timeline lists recent app installs, policy updates and configuration changes in order, for the ‘it worked yesterday’ ticket.
Recorded and annotated
When enabled, sessions are recorded for training, escalation or review, and a screen-draw tool highlights steps for the user.
Session logs to your SIEM
Logs capture who started each session, when, and which tools were used, including file actions and shell, and can be exported.
Tools scoped by UEM role
UEM roles decide which technicians may use screen share, files, shell or recording, narrowed further by organisation group.
Most remote tools live outside device management. Workspace ONE Assist starts inside it.
Here’s what genuinely sets it apart — and exactly where it stops.
Support from the console IT already uses
Assist lives inside the Workspace ONE UEM console, so there is no second agent to push and no separate technician directory to keep. UEM roles decide who can use which tool, Device Timeline sits beside the session, and help-desk staff can open Assist straight from a ServiceNow incident, with session details logged to the ticket.
From rugged handhelds to Horizon desktops
One tool covers phones, tablets, Windows Embedded kiosks, Linux boxes, Macs, PCs and Horizon virtual sessions. Unattended mode keeps shared and rugged devices serviceable with nobody at the screen. Omnissa’s Assist page quotes J.Front Retailing: support fell from over 30 minutes an inquiry to under 10. One customer’s figure.
Run it yourself if the auditor asks
Omnissa says Assist runs as SaaS or on-premises with functional parity, so a bank or insurer can keep remote sessions inside its own data centre. Sessions are TLS-encrypted, the user must consent to attended sessions, and audit logs export to a SIEM, which helps with CERT-In’s 180-day log retention.
Where it stops
Assist reaches only devices enrolled in Workspace ONE UEM, so it is no tool for customers, vendors or unmanaged laptops. No price is published, and it is not in the Enterprise edition. Credential vaulting and per-session approval are not documented, nor is where recordings are stored. Omnissa has no official Assist video.
The numbers behind the platform
What your Workspace ONE Assist rollout looks like
Map who you support
Split tickets into enrolled and unenrolled devices; Assist covers only the first group, so size any second tool for the rest.
Price add-on vs Platinum
Compare the Assist add-on quote with moving to Platinum, which bundles it, and choose SaaS or on-premises hosting.
Pilot one service-desk team
Turn on Assist for one L1 team, scope file manager and shell by role, and connect it to ServiceNow incidents.
Add unattended kiosks
Enable unattended access for kiosks and rugged devices, then check recording storage and the export of logs to your SIEM.
Roll out and sign
Extend to every help-desk tier, compare ticket times with the pilot baseline, then settle the INR quote with GST.
The review scoreboard
Modelled on Gartner Peer Insights structure. *Counts and breakdowns are illustrative pending verified review collection.
Quick poll — what’s driving your evaluation?
Talk to an advisor“Our warehouse scanners reboot mid-fix and the session comes straight back. Field visits for handheld issues have nearly stopped.”
“Because Assist sits in the UEM console, our L1 team needed no new tool, only a role change and an afternoon of training.”
“The remote shell lets us pull logs from store PCs without interrupting the cashier, which used to need a phone call first.”
“We hoped to help dealers on their own laptops. Assist only reaches enrolled devices, so we kept a second remote tool for them.”
“Running it on-premises satisfied our audit team, and session logs flow into the SIEM with who did what on each device.”
“We assumed Enterprise included Assist. It did not; the add-on quote took two rounds before Platinum looked cheaper.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and review-site grids score satisfaction, not fit for your estate. So here’s TechBag’s synthesis of the remote support and access market — tap any vendor to see why it sits where it does.
TechBag Remote Support Grid
Execution strength vs product vision — the classic market map, minus the paywall.
Quote-only add-on; included in Platinum editions.
Management Integration × Session Control
The grid nobody publishes — how tightly each tool is woven into device management vs how much privileged control it puts around a session: recording, vaults and approvals.
Six OS and Horizon, inside the UEM console; no vault.
Positions are TechBag’s illustrative synthesis of public review-platform data and vendor documentation — not a reproduction of any analyst graphic. Verify before relying on it.
Workspace ONE Assist vs the remote-support field
Against Microsoft Intune Remote Help, TeamViewer Tensor, BeyondTrust Remote Support, LogMeIn Rescue and Zoho Assist — on reach, hosting, platforms, recording, controls, price and India data.
| Dimension | Omnissa Workspace ONE Assist | Microsoft Intune Remote Help | TeamViewer Tensor | BeyondTrust Remote Support | LogMeIn Rescue | Zoho Assist |
|---|---|---|---|---|---|---|
| What it is | UEM-native remote support | Intune-native help | Enterprise TeamViewer | Privileged remote support | Help-desk remote support | SMB remote support |
| Devices it reaches | Enrolled devices only | Same tenant only | Any device | Any, via Jump agents | Any customer device | Any device |
| Deployment | SaaS or on-premises | Microsoft cloud only | Cloud; on-prem unclear | Cloud or appliance | Cloud only | Cloud only |
| Platforms | Six OS + Horizon | Windows, macOS, Android | Broad, mobile included | Desktop and mobile | Mobile is an add-on | Desktop and mobile |
| Unattended access | Kiosks, auto-reconnect | Corporate Windows, Android | Yes | Jump agents | Kiosks and signage | Priced per 25 PCs |
| Session recording | Yes; storage unstated | No recordings | Central recording | Forensic recording | Central recording | Enterprise plan only |
| Audit trail | Logs export to SIEM | Reports and audit logs | Central event log | Full session audit | Central audit | Enterprise for audit |
| Privileged controls | No vault documented | Roles and elevation | Policy, not PAM | Vault and approvals | Permissions only | Not offered |
| Help-desk integration | ServiceNow + UEM | Inside Intune | Ask per ITSM tool | Ask per ITSM tool | Ask per ITSM tool | Zoho Desk and others |
| Pricing model | Add-on or Platinum | Inside M365 E3/E5 | Enterprise quote | Per concurrent tech | Per technician | Per technician, tiers |
| Published entry price | Not published | Bundled in E3 and E5 | Not published | Not published | Rendered in browser | $10/technician/month |
| India data region | India instance listed | Intune is India-resident | Not documented | India – West option | Not documented | India data centre |
| Lock-in and exit | Leaves with the UEM | Tied to Intune | Standalone tool | Standalone tool | Standalone tool | Month to month |
| Best fit | Workspace ONE fleets | Microsoft 365 estates | Mixed-device enterprises | Regulated support desks | Large customer help desks | Indian SMB IT teams |
Which approach fits you?
Honest fit signals — because the fastest way to lose your trust is to pretend one product wins every scenario.
Choose Omnissa Workspace ONE Assist if…
- ✓Every device your help desk touches is already enrolled in Workspace ONE UEM, rugged handhelds and kiosks included
- ✓You want remote support inside the UEM console, scoped by the same roles, with ServiceNow launch
- ✓Sessions must stay in your own data centre, or you already pay for Workspace ONE or Horizon Platinum
Compare alternatives if…
- ✓You support customers, dealers or unmanaged laptops — Rescue, TeamViewer or Zoho Assist reach any device
- ✓You need vaulted credentials and approval workflows — BeyondTrust Remote Support
- ✓You want a published rupee price and an India data centre — Zoho Assist
Do not expect…
- ✓Support for devices outside Workspace ONE UEM enrolment
- ✓Assist inside the Enterprise edition — it is an add-on there
- ✓A published price, a credential vault or documented recording storage
Omnissa Workspace ONE Assist is one of 24 remote support & access products TechBag carries. The Remote Access guide narrows them to a shortlist and shows the reasoning. →
What does supporting managed devices cost you today?
Drag the sliders (managed devices; technician-hour cost). Estimates model the technician time lost to site visits, phone walk-throughs and switching between the UEM console and a separate remote tool, at an assumed 0.1 hours per device a month, with 50% of it removed by in-console remote support. Both figures are assumptions. Illustrative.
Loaded cost = salary + overheads per productive hour. Illustrative only — your TechBag quote models your actual environment and modules.
Three ways to consume it
Quote only. Omnissa publishes no price for Workspace ONE Assist. It is an add-on subscription with SaaS and Term options for most Workspace ONE editions, Enterprise included, and is bundled only in Workspace ONE Platinum (listed at $15.63 a device or $24.71 a user a month, USD, 12-month prepaid), Horizon Platinum and the Frontline Worker add-on. TechBag quotes the add-on and the Platinum alternative side by side in INR with GST.
Assist add-on
Best for Essentials or Enterprise estates adding support
- Quote-only; SaaS or Term
- Not included in Enterprise
- Ask whether it is metered per device or user
+ Platform add-ons
Best for a broader rollout
- Scoped to your estate
- Add-on modules as needed
- Phased, right-sized deployment
Workspace ONE Platinum
Best when you also want Pass Advanced and Vulnerability Defense
- Assist included
- $15.63 a device a month list
- 12-month prepaid, USD
Buy it for less — TechBag pricing beats list
Whatever the list prices above, TechBag negotiates a significantly better deal — with GST-compliant INR invoicing and local support. Ask us for your discounted quote.
Get an India-ready quote
Tell us your requirements and current tools — we’ll model it against what you spend today.
The 8 questions to ask every vendor
Take this into your next vendor call — including ours.
What share of our tickets come from devices not enrolled in Workspace ONE UEM, which Assist cannot reach at all?
We hold the Enterprise edition: what does the Assist add-on cost, and is moving to Platinum cheaper overall?
Is Assist priced per device, per user or per technician, and does the Term licence differ from SaaS?
Where are session recordings stored, for how long, and can we keep them in our own data centre?
If we take SaaS, is our tenant on the India instance listed on the status page, and will that be written in?
Which session events reach our SIEM, and can they be kept for the 180 days CERT-In expects for incident review?
With no vault or approval step documented, how do we stop a technician opening a shell on a sensitive device?
What term, device count and hosting does the quote cover? Ask TechBag for it in INR with GST, Assist itemised.
Questions buyers ask
Ready to evaluate Workspace ONE Assist?
Tell us how many devices you manage in Workspace ONE, or let a TechBag advisor price the Assist add-on against a Platinum upgrade and get recording storage and hosting answered in writing, in INR.
Stats, ratings, review counts and pricing are illustrative and sourced from public materials; verify before purchase.