Expert

The Expert connects with an Operator to guide them during the execution of a process or to provide immediate remote support.

The Expert can invite the Operator to a Helpdesk session by SMS, email, or direct access link. Once the Operator opens the link, both participants enter a chat room where they can communicate and start a remote assistance video call if needed.

During the call, the Expert can see the Operator’s point of view in real time, establish voice communication, share documentation, capture screenshots, draw annotations, and use other Remote Eye tools to support the troubleshooting process.

Most of the session features are managed by the Expert, who is expected to be familiar with the Remote Eye system and able to use the available tools effectively.

Operator

The Operator is the person who requires external support from an Expert.

The Operator can join a Helpdesk session from any mobile phone or tablet with an internet connection. No application installation is required.

The session begins when both participants enter the chat room. From there, they can exchange information and start a remote video support session.

During the video call, the Operator’s camera view is transmitted to the Expert and displayed on the Operator’s device. The Operator can receive instructions, messages, images, and documentation to help complete the process.

The Operator can also send files, videos, and photos to the Expert, even when a video call is not active.

Helpdesk is designed for situations where the Operator may need immediate assistance and may not be familiar with the solution. For this reason, most of the functionality is managed by the Expert, while the Operator experience remains simple and easy to use. This helps reduce delays, avoid mistakes, and provide support more efficiently.