On-Demand Remote Support with HelpWire

HelpWire is your go-to on-demand remote support software. It offers a streamlined and efficient solution for troubleshooting and resolving technical issues from any location.

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Quick video overview Explore HelpWire in 1 minute

Simple remote support with HelpWire's remote control tools, built-in chat, and dedicated user account.

What is On-demand Remote Support?

On-demand remote support allows you to provide assistance and resolve issues with customers regardless of their location. Also known as attended remote support, this capability lets you immediately help remotely located clients. Typically, a user requests help to address a problem. A technician can then log in to the affected machine to resolve the problem remotely. On-demand remote support establishes communication between technical staff and the user community so issues can be quickly and effectively addressed for enhanced productivity.

Important things to know about on-demand tech support include:

Ease of Use: On-demand support does not require a complicated setup to offer assistance.
Fast Access: Support personnel can quickly resolve issues after being granted access by the affected client.
Enhanced Security: Connectivity is established with a unique access link that can be revoked at any time by the client.

Implementing this support approach is effective for quickly, securely, and efficiently resolving critical issues that may impact productivity.

HelpWire: Secure and Simple On-Demand IT Support

HelpWire offers tech support teams a secure and simple method of providing on-demand tech support. The software emphasizes data protection and user control. Following are the key features that provide efficient and secure remote support.

Permission-Based Access: Operators need to obtain permission from the client before establishing a connection to a remote computer. This allows users to retain control of their devices when receiving technical support.
Strong Data Encryption: Data transmission during a support session is protected by AES-256-bit encryption and the TLS/SSL protocols. Transfers use the WSS and HTTPS protocol for enhanced security.
Direct Peer-to-Peer Connections: HelpWire bypasses servers when possible and establishes a direct connection between an Operator and a Client. If servers are necessary when a direct connection is impossible, your data stays anonymous and encrypted to protect security.
Revoke Access Instantly: Clients can revoke access immediately to remain in control of their machine and the support session.

How to Use HelpWire For On-Demand Remote Support

Step 1:

Download the HelpWire Operator app from the official HelpWire website. Once downloaded, the app lets you quickly and securely connect to a remote client without registering the software.

You can also create or log in to a HelpWire account if you would like to save client profiles and session history. While creating the account, you will be prompted to download the Client app.

Step 2:

Quickly establish a connection by opening the app and copying the connection link. Share the link with the client using a secure method such as email or a messaging app.

An account lets you select an existing client or create a new profile. Then share the link to start the support session.

Step 3:

The client then uses the link to download and start the HelpWire Client app on their computer.

Step 4:

After the client launches the app, they will receive your remote access request. Clicking Grant Access enables the Operator to gain one-time access to the remote machine.

You will receive notification when the client approves the connection.

Step 5:

After access is granted, use HelpWire’s interface to remotely control the client’s computer to resolve their issue.

Step 6:

End the session by clicking the “Disconnect” button in the HelpWire app.

The user can also revoke permission and end the connection and support session anytime.

Advanced HelpWire On-demand Remote Access Capabilities

Simple and Fast Remote Control

Establish seamless connections to client’s workstations with a uniquely generated link for each client.

Permission-Based Access

Operators must obtain client confirmation before accessing their workstations, ensuring client security and confidence.

Cross-Platform Remote Control

Connect from Windows, Linux, and macOS computers with HelpWire and perform on-demand remote support on any platform.

Control Multiple Workstations

Establish concurrent connections to multiple remote workstations of a single client to perform the necessary assistance on all of their computers.

Workstation Details

View the name, type, and operating system version of remote workstations for more personalized on-demand remote support.

Revoke Access

Remote clients can use the global keyboard shortcut or the special button in their application window to revoke the Operator's remote access at any time.

File Transfer

Exchange files with your client by copying and pasting them into the HelpWire remote control window.

Secure On-Demand Remote Support

Trusted Authentication Mechanism

HelpWire protects login credentials by employing Auth0, a trusted user authentication service.

End-to-End Encryption

End-to-end industry-standard SSL/TLS encryption is used to protect all data transfers to ensure the privacy and security of your information.

Secure Data Centers

HelpWire’s cloud infrastructure is built on AWS secure cloud services for enhanced security. Many large organizations such as NASA and Netflix also use the AWS infrastructure.

Firewall-Friendly

Security is maintained by eliminating any requirements to open additional firewall ports or make configuration changes when establishing a remote connection to a client’s workstation.

On-Demand Remote Support Software for Every Role, Need and Industry

Remote Tech Support Services

HelpWire is your go-to solution for delivering effective on-demand or ad-hoc remote support to customers facing software installation or system configuration issues.
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Freelance IT Experts

Deliver hands-on remote assistance to your clients, no matter where you are located.
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Education

Implement an intuitive remote support solution to ensure the efficient operation of the digital tools used by educators and students.
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Frequently Asked Questions

What is the best on-demand remote support software?

The best remote assistance software depends on your specific needs. For general use, TeamViewer and AnyDesk are popular for their ease of use and feature sets. For enterprise environments, Microsoft's Remote Desktop and Citrix are highly regarded for their robust security and scalability. HelpWire may be the best solution for both business and personal use.

What is the difference between on-demand remote support and unattended remote support?

On-demand remote support requires user initiation and provides a temporary connection, ideal for immediate troubleshooting. Unattended remote support allows continuous access without user presence, suitable for maintenance and monitoring.