To be able to connect to a remote client’s workstation, the Operator should download and install the HelpWire Operator application.
The application is designed to provide secure access and allow the Operator to control the client’s computer remotely during the support session.
The HelpWire Operator application is automatically started when the Operator clicks the Connect button on the remote screen icon of their supported client:
HelpWire Operator app menu
The following are the items offered on the application main menu:
– the name of the client’s workstation. If more than one is connected, the Operator can switch between them by clicking the workstation’s name and selecting the required one from the drop-down menu:
– only one screen of the selected client’s workstation is available.
or – more than one screen of the connected client’s workstation is available.
– display only one remote client’s screen.
– split the operator’s screen horizontally to display several remote client’s screens one above the other.
– split the operator’s screen vertically to display several remote client’s screens side by side.
– remote connection options:
Original Size – display the image from the remote client screen in its original size.
Fit Screen Width – fit the width of the remote screen image to the HelpWire app window.
Fit Screen Height – fit the height of the remote screen image to the HelpWire app window.
Optimal Fit – fit the width and height of the remote screen image to the HelpWire app window.
Prioritize High Quality – display the remote screen image in the best possible quality prioritizing it over the connection speed.
Medium Quality & Connection – set the medium-level screen image quality and connection speed.
Prioritize Fast Connection – load the image from the remote client’s screen at the best possible connection speed prioritizing it over the image quality.
Disable Visual Effects – remove visual effects from the HelpWire Operator UI for optimal performance.
– open HelpWire timeline.
The HelpWire timeline, which is also a chat, allows the Operator to communicate with a client instantaneously and exchange files between the operator’s and the client’s computers.
To transfer a file to the client’s computer, the Operator should right-click the file they’d like to transfer and select Copy from the context menu > wait for the file to be copied to the clipboard > right-click in the HelpWire Operator app window and select Paste from the context menu that will open > the file will appear on the client’s computer.
In a similar way, the Operator can transfer files from the client’s workstation to their computer.
Alternatively, the Operator can use the key combinations Ctrl+С and Ctrl+V on Windows, and Cmd+C and Cmd+V on macOS to transfer files between computers during their remote support sessions.
To end the remote support session and disconnect from the client, the Operator should click the Disconnect button at the top left of the application window.
Supported operating systems
The HepWire Operator application is currently available for macOS and Windows.
macOS – macOS Big Sur 11 and later.
Windows – Windows 7 and later.