Most enterprise software support experiences follow a familiar pattern. You contact support, describe the problem, receive a list of steps to try, work through them, report back, receive more steps, and eventually either resolve the issue or escalate to a specialist who repeats the process with more technical steps. The back-and-forth takes time, and the time is magnified when the device with the problem is at a remote location and every diagnostic step requires someone to physically interact with it.
Moki’s support model is built around a different approach. Because Moki’s platform includes full remote device access capabilities, the support team is not limited to instructing customers through troubleshooting steps. With the customer’s authorization, Moki’s support team can access managed devices directly, see exactly what is happening, and in many cases resolve the issue without the customer needing to do anything beyond granting access.
Understanding how that access works, what the support team can and cannot do, and how it affects the support experience helps customers use Moki’s support effectively and set appropriate expectations for what remote support can accomplish.
The Technical Foundation: Remote Screen View and Control
Moki’s remote control feature is the core capability that makes direct support access possible. For Android and BrightSign devices enrolled in Moki, the platform supports full remote screen view and interactive control. This means anyone with the appropriate access level can see the live screen of a managed device and interact with it using a mouse and keyboard, exactly as if they were standing in front of the device.
When Moki’s support team accesses a device for troubleshooting, they are using the same remote control capability that customer administrators use for their own fleet management. The support team sees exactly what is on the device’s screen in real time, can navigate the interface, launch applications, check settings, review logs, and interact with whatever is running on the device.
For iOS devices, Apple’s platform restrictions limit direct interactive screen control, but Moki’s support team can still access the device’s MDM configuration, review compliance status, push configuration changes, trigger a remote reboot, and review device health data through the platform. For issues that are configuration-related rather than requiring hands-on device interaction, iOS remote support is highly effective. For issues that require seeing the device’s screen state, iOS issues are typically resolved through a combination of remote configuration access and guided interaction from someone at the device location.
What Remote Support Access Requires from the Customer
Moki’s support team does not have persistent background access to customer devices. Access is session-based and requires explicit authorization from the customer administrator. When a support ticket involves a device issue that would benefit from direct remote access, the support team requests authorization for a specific session, the customer grants it, and the session is conducted with the customer aware that access is active.
This authorization model ensures that customers maintain control over when and how their devices are accessed by Moki’s team. The support session is transparent: the customer knows a session is taking place, can observe it if they choose, and can end it at any time.
For customers who want to grant Moki’s support team proactive monitoring access to their fleet, this can be arranged through a standing authorization that allows the support team to review device health data and alert history without requiring per-session authorization for read-only access. Interactive control of devices still requires explicit session-level authorization regardless of the standing arrangement.
What the Support Team Can Do During a Remote Session
During an authorized remote support session for Android and BrightSign devices, Moki’s support team can:
- View the live device screen and see exactly what the device is displaying
- Interact with the device interface to test application behavior, navigate settings with customer permission, and reproduce the reported issue
- Review device logs and health data including connectivity history, battery levels, app crash logs, and configuration status
- Push a configuration change or profile update to resolve a configuration-related issue
- Remotely reboot the device to resolve issues related to application state or connectivity
- Install or update an application if the issue is related to an outdated or corrupted app installation
- Review the device’s enrollment status and confirm that the correct configuration profile is applied
- Test alert configurations by triggering conditions and confirming notifications fire correctly
For iOS devices, the support team can remotely push configuration changes, update profiles, push app installations and updates, review device health and compliance data, and trigger reboots. Issues that are resolved through configuration changes are handled entirely remotely. Issues that require visual confirmation of device state are supported through a combination of remote access and communication with someone at the device location.
Why This Approach Produces Better Outcomes
The practical impact of remote device access on support quality is most apparent in three scenarios that are common in dedicated device deployments.
When a device is exhibiting unexpected behavior that is difficult to describe, remote screen access eliminates the interpretation gap between what the customer sees and what the support team understands. The support team sees the same thing the customer is describing, diagnoses the cause directly, and either resolves it during the session or identifies the next step with precision.
When the issue is configuration-related, meaning the device’s profile is missing a setting, a restriction is applied incorrectly, or an app is not configured correctly, the support team can identify the specific configuration error, explain what it is and why it is causing the issue, and push the correction without requiring the customer to navigate through the platform to make changes they may not be familiar with.
When a device is completely unresponsive and the customer cannot interact with it locally, the remote reboot capability allows the support team to restart the device and restore it to an operational state without requiring anyone to physically access the hardware. For devices in mounted or enclosed installations where physical access is difficult, this capability eliminates what would otherwise be an on-site service visit.
First-Contact Resolution as the Goal
Moki’s support model is oriented toward resolving issues in a single interaction. The combination of remote device access, platform expertise, and familiarity with the specific scenarios that arise in dedicated device deployments means that the support team can often diagnose and resolve an issue in the first support session rather than through a multi-day ticket exchange.
This is particularly important for customer-facing device deployments where a down device has a direct operational impact. A self-ordering kiosk that is resolved in a 20-minute support session has a fraction of the revenue impact of one that requires a 48-hour ticket process to diagnose and an on-site visit to resolve.
The first-contact resolution orientation also means that Moki’s support team comes to each session having reviewed the ticket context, the device’s recent history in the platform, and the configuration in place before the session begins. The troubleshooting starts from a position of context rather than from scratch.
Contact Moki support to open a ticket or discuss a device issue, or schedule a demo to see Moki’s remote control and monitoring capabilities in action. Moki’s FAQ covers common questions about platform capabilities and the support model.