You purchased the Intune Suite Addon for Microsoft Intune or are using a Microsoft 365 plan which contains Remote Help (the educational licenses). You configured the Remote Help settings in Microsoft Intune with the help of Microsoft Learn and yet the notifications are not showing up on the client devices…

Well… I recently encountered a similar issue and was able to solve it.

The Remote Help functionality in Microsoft Intune requires a pretty straightforward configuration according to the Microsoft Learn page:

• Enable Remote Help for your tenant;
• Configure permissions for Remote Help;
  • Please note these are Microsoft Intune roles and not Entra ID/Microsoft 365 roles.
• Install the Remote Help app on the client devices (and the helper device);
  • Tip: Deploying the Remote Help app from the Enterprise App Catalog is an easy, low-maintenance way to deploy the app, if you have the required plan for the enterprise catalog apps.
• Make sure Windows Firewall and Conditional Access rules are not blocking the app.

This should be it… The helper should now be able to connect to client devices. In my case, this was working when, I the helper was signed into the Remote Help App and the client device (with a different licensed user) was signed in as well. We could exchange the code and I was able to provide assistance. The notification though the Microsoft Intune portal didn’t work through, however. The Microsoft documentation is a bit lacking in my opinion in this regard, since for the notifications to work, it requires Notifications to be enabled and not disabled in the Intune Configuration Policies. It should be enabled by default, so if you haven’t tampered with this setting, you should be fine.

The Windows Service “Windows Push Notification Service” should also be running. If you are a fan of the Center for Internet Security (CIS) baselines, you might have this disabled. If you are not familiar with the CIS baselines, do check them out! They can increase your Microsoft environment’s security; access to the baselines (pdf) is still free at the time of writing.

The “Windows Push Notification Service” disable recommendation should be in their level 2 baseline for Microsoft Intune; if you enable this service, the notifications should be working again.