Frequently asked questions
The questions people ask first, answered briefly, with the page that explains each in full.
Does RemediateDesk replace my PSA or my RMM?
No. It sits beside them. Autotask supplies the tickets, and a ConnectWise product can be used to roll the agent out. RemediateDesk does the diagnosis and the fix on the machine and writes an internal note back to the ticket.
Which ticketing systems does it work with?
Autotask is the only PSA it connects to today. ConnectWise is supported as an RMM, and ConnectWise Automate is built but has not yet been run against a real server.
Can it run something on a machine without asking me?
It depends on the machine's setting. Set to "Ask for everything", nothing runs without your click. Set to "Auto-run safe commands", read-only checks run on their own and anything that changes the machine asks. Set to "Auto-run everything", routine changes run too. Restarts, destructive commands, anything on your always-ask list and anything with an extended time limit still ask, and your never-allowed list always blocks.
What stops it doing something dangerous?
Every command is classified before it runs, a never-allowed list refuses certain commands outright, and an always-ask list forces a person to decide. The decision order is fixed and is documented on the approvals page, and the Security page lets you test any command against it.
Can it close a ticket?
No. It can add an internal note and, when an instruction says so, change a ticket's status. Closing is a button a technician presses.
Will my customers see what the AI writes?
No. Notes written to a ticket are internal. The product has no setting for customer-visible notes.
Which operating systems are supported?
Windows, macOS and Linux. The macOS and Linux agent is one program that needs no runtime. A few features, such as Undo, apply to Windows machines only.
Do I need to open a firewall port to the machines?
No. The agent only makes outbound connections, on the standard secure web port. It does not currently connect through an HTTP proxy.
How do I stop it while it is working?
Press Stop in the chat to cancel the running command and halt the session. You can also deny a pending approval, switch the Autopilot instruction off, or move the machine to the strictest setting.
Can a change be reversed?
Some can. On Windows, registry changes, service settings, deleted files and DNS server changes get an Undo button that restores exactly what was changed. Software installs, Windows Update installs and restarts cannot be undone and are never offered it.
Does the AI learn from my tickets?
Your organisation's endpoint and diagnostic data is not used to train AI models for other customers, as the privacy policy states. In practice it follows the instructions you write and the evidence from the machine in front of it. Autosight reads your past tickets to suggest recurring problems worth automating, and you decide whether to create an instruction from a suggestion.
Where do I get help?
Write to support@remediatedesk.com. Include the machine's name and what you saw, and for a ticket the number as it shows in your PSA.