Helpdesk

Wideum’s Remote Helpdesk is a professional chat platform designed to connect technicians with experts worldwide, enabling real-time issue resolution. It also provides companies with complete traceability throughout the entire support process.

Helpdesk does not require the Operator to install any application. The Operator joins the session directly from a web browser. The Expert starts the session from the Remote Eye panel and sends the Operator an access link by SMS or email.

During the session, the Expert and Operator can use the chat to exchange information and troubleshoot the issue. They can also start a video call, allowing the Expert to see the Operator’s environment in real time and provide more accurate remote assistance.

To support communication between users in different regions, Helpdesk includes voice translation during remote assistance sessions, as well as chat translation available at any time.

Once the issue has been resolved, the images, messages, and videos captured during the session are stored in the Remote Eye library. These files can also be accessed through the public API.