Remote Access & Control
Connect Quickly With Fewer Roadblocks
HelpWire helps operators start sessions quickly, connect across platforms, and handle reboots and admin prompts without interrupting the support flow.
Unattended Access
Access a remote device without anyone on the other end. Use it for after-hours maintenance, background updates, or follow-up work after a live session ends.
On-Demand Remote Support
Start a live session with a user who is present at the remote device. The user receives a connection request and grants access before the session begins.
Link-Based Session Start
Send your client a dedicated connection link to launch a session without an ID or password. Clients join without creating an account or entering credentials — useful for both one-time help and recurring support.
P2P Connections with Relay Fallback
HelpWire establishes direct peer-to-peer connections by default to reduce latency and keep control responsive. When a direct connection isn't possible, it falls back to relay servers to maintain the session.
Cross-Platform Support
Connect from Windows, Linux, or macOS. Practical for working with clients who use different operating systems, regardless of which one you’re on yourself.
Reboot and Reconnect
Reconnect to the session automatically after the remote system reboots or a user logs out. Resume system updates, driver installations, or configuration changes that require restarts.
Admin Privilege Elevation
Run apps with elevated privileges on Windows machines. Install software, modify system settings, or access protected directories without walking the client through UAC prompts.
In-Session Tools
Control Remote Devices Like You’re There
View screens clearly, use familiar keyboard, mouse, and clipboard controls, adjust session performance, and switch between remote sessions without breaking your workflow.
Keyboard, Mouse, and Clipboard Control
Take full control of the remote keyboard, mouse, and clipboard during active sessions. Paste as keystrokes, send Ctrl+Alt+Del, use a synced clipboard and hotkeys, set keyboard layout, and more.
File Transfer
Drag files into the session window or use the clipboard to copy them between systems. Deploy installers, config files, or diagnostic tools directly to or from the client’s machine during a session.
Multi-Monitor Support
View and manage two or more screens when the remote device has multiple monitors connected. Switch between displays or view up to two at a time during troubleshooting.
Multiple Active Sessions
Keep several remote sessions open at the same time and switch between different clients or devices without disconnecting. Applies when running a lengthy process on one client’s machine and starting work on another in the meantime.
Display Scaling
Adjust how the remote screen appears during a session by choosing a scaling option that best fits your display. Relevant when the client’s screen resolution doesn’t match yours.
Full-Screen Mode
Expand the remote desktop view to fill your entire screen. Relevant when working inside server consoles, IDE layouts, or multi-panel dashboards where the windowed view crops usable space.
Performance Settings
Choose between prioritizing transfer speed or image quality, or let HelpWire select automatically. Favor speed during input-heavy tasks and image quality when reviewing visual details.
Client & Session Management
Keep Every Client And Session Organized
Access client details, notes, groups, and session timelines from one place so operators have the context they need before, during, and after support.
Client Directory
Access an organized list of client contacts through your organization’s web portal. Useful when multiple operators share a client base and need contact records without maintaining separate lists.
Client Profiles and Notes
Create individual profiles for each client and add notes. Reference past issues, hardware details, or preferences during follow-up sessions.
Client Groups
Arrange clients into groups to reflect how your team is organized or how your client base is segmented. Useful when different operators handle different accounts or regions.
Session Timeline
View chat messages and key session events with timestamps in one chronological timeline. Useful for reviewing what was communicated or actioned during a session.
Team Management
Manage Operators, Access, And Collaboration
Invite operators, set permissions, switch between organizations, and collaborate in shared sessions while keeping each client visible only to the right people.
Operator Permissions
Control what each operator can see and do through global and group-specific permissions. Helpful for keeping client or group access organized and rights clearly defined across your team.
Team Invitations
Send invitations to one or multiple email addresses to add operators to your organization. Useful when onboarding new team members or expanding access to a contractor.
Multi-Organization Access
Work as an operator across multiple organizations, each with its own client base and settings. Relevant when you support different business units or clients that run separate HelpWire accounts.
Multi-Operator Sessions
Have additional operators join an active session with the same client. Bring in specialists, train new team members, or hand off complex cases without disconnecting and starting over.
Organization Ownership Transfer
Transfer ownership rights of your organization to another operator on your team. Practical when handing off account responsibility to a new team lead or when the original owner leaves.
Security & Trust
Protect Sessions And Keep Access Transparent
Every HelpWire session is built around encrypted connections, explicit user consent, and verified applications — so operators and clients both know access is controlled and transparent.
Encrypted Connections
Remote session data is protected by end-to-end encryption using TLS and AES-256. Relevant when supporting systems that handle sensitive business or client data.
Two-Factor Authentication
Add a one-time password (OTP) requirement to your web portal login. Each operator enables it individually, which is practical when accessing the portal from unmanaged devices or when your organization demands MFA for compliance.
User Consent Controls
Ensure that on-demand sessions start only after remote users approve them, and unattended access can be used only after explicit permission is granted by the client.
Firewall-Friendly Connectivity
Establish connections without requiring changes to client firewall configurations. Useful when clients operate in enterprise environments where IT policy blocks inbound connections or restricts port access.
Code-Signed Applications
HelpWire applications include DigiCert code signatures that verify the publisher and help detect unauthorized changes. This gives clients an additional trust signal before installing or running the app.
Platform & Experience
Keep the Day-to-Day Support Experience Consistent
Help operators and clients avoid unnecessary friction with automatic updates, useful portal alerts, language support, clear identity cues, and support for modern Linux sessions.
Wayland Support for Linux
Connect to Linux devices running Wayland or X11 sessions. This helps operators support modern Linux distributions such as Ubuntu 22.04+, Fedora, and others, where Wayland is the default. Login screen access is not available on Wayland due to operating system security restrictions.
Automatic Client Updates
Client software is checked for updates automatically once a day. If a remote session is active at that time, the update will wait until the session is complete. Useful for keeping the client app updated without interrupting ongoing support.
Multi-Language Support
The interface is available in multiple languages across the web portal, operator app, and client app. Useful when supporting clients who work in a different language from yours.
Operator and Organization Profile
Have your name and photo appear in the client app alongside your organization’s name and logo during a session. This helps clients recognize who is requesting access before they approve a connection.
Web Portal Notifications
Receive alerts in the web portal about client messages and status updates. Useful when managing multiple clients and you need to stay on top of activity without actively monitoring the portal.
