Remote support software for IT teams and technicians. Send the end user a link, they run the client app and grant access, and you're in. No account or code on their side. Unattended access when you need the same machine again. Windows, macOS, and Linux.
This is the 2nd launch from HelpWire. View more
HelpWire
Launched this week
Remote support software for IT teams and technicians. Send the end user a link, they run the client app and grant access, and you're in. No account or code on their side. Unattended access when you need the same machine again. Windows, macOS, and Linux.
Free Options
Launch Team
Framer AI AgentsDesign and publish professional sites with AI
Promoted
TeamViewer
AnyDesk
Hello everyone. I am a former TeamViewer customer. I do not ever want to use Teamviewer again. I am very happy with HelpWire. I have an urgent request which really should be taken up by the developers, and that urgent request is this:
In teamviewer, somebody can install a branded teamviewer remote help app by getting from "get.teamviewer.com/whatever_name" and run it, whereupon it will display for them their "teamivewer id" and password. They can tell me their username and password, and i can add the client to my list of terminals, and remotely login and help them, at their approval of the login attempt.
On helpwire, you send to the user a custom URL that is long and highly technical, so it is difficult to manually type it in.
What helpwire needs to do is to let me post my own custom version of the helpwire app for download, at my own site or wherever, such as "mydomain.com/helpwire" and when they install it, they can tell me their similar helpwire id and password, so i can add them to my client list.
Alternatively, a better solution than teamviewer, would be that a new user might be able to install that particular custom helpwire_setup.exe or .msi or .zip or whatever, but where that version automatically assigns that terminal to my helpwire account, where i can click on it, but, perhaps it needs the customer to tell me a helpwire "terminal id" and random PW to complete the account assignment.
The difficulty in typing a long URL out manually is untenable.
If you email the customer the link, it presumes they will log into their email on that PC to click the link. I typically use whatsapp to convey the link by going to web.whatsapp.com but even that is a large inconvenience.
Please consider streamlining the company-linked or group-linked batch of remote-eligible windows installations of helpwire by distribution one single installer of helpwire, pre-configured for a particular customer.
I could say to one customer, to install helpwire, on all your 10 terminals that you need my help on, go to the URL mydomain.com/helpwire_customerid_001 and install the program there, where customerid001 is their name or numbers or whatever, and where another customer would install the version from URL mydomain.com/helpwire_customerid_002.
So there it is then, a teamveiwer beating way of letting customers easily install helpwire, instead of them having to go to a URL like this when you click, in helpwire.app, "create a client":
https://www.helpwire.app/builds/?token=QfQVuUHv2ODit5uFkx0xWK6scqsbwJX0kvjSkquW
@craig_thorner Thanks a lot, Craig, glad HelpWire is working well for you. And thank you for laying this out in so much detail.
You’re right that the setup link is hard to type in when you can’t simply send it to the computer you need to help. Making it easier to get the client app onto a customer’s computers is something we plan to improve. Your idea of a pre-configured installer, set up for each of your customers, is really helpful for that, and we’ve passed it to our developers.
Congrats on the commercial launch! I saw you had initially revealed Helpwire in 2023. What changed between early access and today?
@dmytro_movchan Thanks for commenting! Here’s what we built on top since 2023.
Linux support
Team features: inviting operators, shared sessions, client groups, and permissions per group
Connecting to several clients at once
Additional localizations
Unattended access for all platforms: Windows, macOS, and Linux
And lots more refinements
All of it came from watching real support sessions go wrong in small ways, which is roughly what early access was for.
I have used Teamviewer in the past but prefer the ease of use with Helpwire. The end user doesn't have to do anything complicated to connect. However, there should be an easy way for the end user to disconnect from a session. One possible way to do this would be to lock out the support person (operator) if the end user moves their mouse. Currently, if the mouse is being used on both sides of the connection, a "battle" ensues that ends in a stalemate unless one side gives up. The end user must be able to override operator easily and effectively.
@warmland36 Thanks, Brian, glad HelpWire is working well for you and your users. You make a good point that the person on the other end should always be able to take back control easily, without fighting the operator for the mouse. Locking out the operator when the user moves their mouse is a clear way to do that, and I’ve passed your suggestion to our developers.
How do the plans differ? And how much do extra concurrent connections cost for a team?
@annybenny There’s no separate charge for concurrent connections. Plans differ by the number of operators and unattended devices, and every operator can work at the same time.
Free: 1 operator, 5 unattended devices, 1 session at a time
Solo, $10/month: 1 operator, 50 devices
Team, $30/month: 4 operators, 250 devices
Business, $70/month: 10 operators, 800 devices
All paid plans allow multiple sessions at a time. For more than 10 operators or 800 devices, there’s a Custom plan.
Does HelpWire work client-side on Ubuntu? I run Windows 11.
@karyna_khmeliuk Yes, it does! Cross-platform support works both ways between Windows, macOS, and Linux.
As for Ubuntu, we ran tests on versions 18.04 through 24.04.
How does the file transfer work? Any size limits?
@_serg Drag the files into the session window to transfer them. Works both ways.
There's no size limit, though speed depends on your connection.