As administrators, many a times you would have been flooded with recurring requests. Managing these requests single-handedly can be painful. Now consider these scenarios,
In an organization of 10,000 users, 100 troubleshooting tickets are created per day on an average. If there are 10 technicians taking care of these tickets. Wouldn't it be unsystematic if these tickets are unorganized? Also, if there are specific departments in your enterprise where privacy and data security is the priority, will you let every technician lay hands on all the computers in your network?
Remote Access, is packaged with the concept of grouping where you can select users belonging to a specific department of your enterprise and roof them under a group. You can even assign a particular technician for the group. So that, the technician will be restricted from accessing computers belonging to the other groups.