The estate
What they were running
Four customer AVD estates, each in its own Entra tenant and subscription.
The problem
Why the queue filled up
Engineers jumped between Azure Portal directories to find a session. Tickets stalled when the wrong subscription was selected. Customers asked who had logged a user off, and some wanted their own line managers to act without raising a ticket.
What they set up
The same four moves, scoped to this estate.
- 01
Create one AvdControl organisation for the MSP, then add an Azure connection per customer Entra app.
- 02
Scope help desk to a host pool so a desk for customer A cannot see customer B.
- 03
Invite a customer business owner with help desk on only their pools. They disconnect or message without logging a ticket to the MSP.
- 04
Use seats for people who live in the console, not for every end user on AVD.
What that gives them
A clearer way to act.
- One place to pick a customer connection and see that estate only.
- The customer can clear a stuck session on their pool without a ticket.
- Log off and disconnect stay on the record for the customer audit.
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