Hi on Workspaces Pools is the reccommended way for Service Desk to offer Remote Assistance is to use

msra.exe /OfferRA

and ask the user to read out the WSPOOLxxxxxxxx machine name from the top right of the Workspaces Web , I'm not sure the all the Appstream equivalent Powershell commands exist for Workspaces Pools yet? https://github.com/aws-samples/euc-toolkit

There isn't a formal recommendation one way or the other; typically the advice is to use existing RMM tools (or equivalent solution) to manage user experience and support. As long as it's a non-persistent friendly tool, it will probably work.

Ah thanks Kalon, historically we've just used what came with Citrix for shadowing.

Windows Remote Assistance should still work. Side note, version 2025.0 of the EUC Toolkit was just released. Read the release notes as there are changes to how the toolkit gets initialized. This release includes: • Amazon WorkSpaces Pools support • Multi-session Amazon AppStream Fleets • Amazon WorkSpaces service quotas • Amazon WorkSpaces Multi-Region Resilience visibility • Amazon WorkSpaces Amazon Global Accelerator (AGA) visibility • Amazon WorkSpaces bundle types visibility • Amazon AppSteam Fleet details visibility • Throttle control to efficiently make API calls in a large environment • Minor bug fixes

Thanks that's great news!