VMware Workspace ONE Assist, together with Workspace ONE UEM powered by AirWatch, enables you to access remotely and troubleshoot devices in real time. Workspace ONE Assist is privacy-friendly. End users can accept, pause, and end a remote session at any time for privacy reasons.

The Workspace ONE Assist client also has additional support tools and device information available. The combination of remote control and information allows you to troubleshoot any issues on devices quickly and accurately.

Workspace ONE Assist is already configured for SaaS customers who have purchased the upgrade.

Workspace ONE Assist requires devices to have the Workspace ONE Intelligent Hub and the Remote Management client installed.

Supported Deployment Models

With Workspace ONE Intelligent Hub and the platform-specific Assist app installed on all devices, Workspace ONE Assist works together with Workspace ONE UEM, making it easy to use the console as the starting point for each support session.

Whether your Workspace ONE UEM deployment is part of an on-premises, dedicated SaaS, or shared SaaS environment, several Workspace ONE Assist deployment models are supported.

Note: Regarding iOS devices and organization groups (OGs), iOS can only be enabled or disabled for an entire customer. iOS cannot be enabled/disabled for specific OGs.
Table 1. Single Customer
Workspace ONE UEM Workspace ONE Assist
On-Premises On-Premises
On-Premises (Multi-Environment) Shared SaaS*
Shared SaaS Shared SaaS
Dedicated SaaS Shared SaaS

* In this scenario, multiple instances of Workspace ONE UEM (each for a single customer) communicate to a single Shared SaaS build of Workspace ONE Assist. See Integrate Deployment Model, On-Prem UEM With SaaS Assist

Table 2. Multi-Tenant Partner**
Workspace ONE UEM Workspace ONE Assist
On-Premises Shared SaaS
Shared SaaS Shared SaaS
Dedicated SaaS Shared SaaS

** In this scenario, multiple organization groups within Workspace ONE UEM (on-premises or SaaS) communicate to a single Shared SaaS build of Workspace ONE Assist.