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Help Lightning Remote Assistance
Birmingham, Alabama, USA
What it is
Help Lightning Remote Assistance provides live remote expert guidance for field service organizations and call centers. During a support interaction, an expert can annotate, zoom, freeze, capture, or record a live camera view. Merged Reality lets the expert point to equipment in that view and demonstrate actions. People outside the company can join a Help Thread through a link without downloading an app.
A Help Thread brings participants, messages, the live view, files, procedures, and previous work together. Procedures can guide work in steps, capture photos or readings, and support review of completed runs. Thread Tools can recap activity, read photos or pages, draft procedures, and retrieve information from approved sources; an expert reviews and edits the results. Named integrations include Salesforce, ServiceNow, Teams, Zoom, and SharePoint. The service runs as managed SaaS on AWS, supports US or EU production environments, uses TLS in transit, and encrypts data at rest. Workspaces support role-based access, and enterprise customers can use SAML or OIDC single sign-on. Pricing is on request.
For and against
For
- Experts can annotate, zoom, freeze, capture, and record live views.
- Merged Reality supports pointing and demonstrations on equipment.
- External participants can join by link without an app download.
- Procedures can capture photos or readings.
- Named integrations include Salesforce, Teams, and SharePoint.
Against
- Pricing is on request.
- SAML or OIDC single sign-on is for enterprise customers.
- Thread Tools output requires expert review and editing.
The verdict
Help Lightning combines live visual guidance with persistent support threads and step-based procedures. Its enterprise security controls and pricing details are matters to confirm for a team's requirements.
Who it suits
It suits field service organizations and call centers seeking live remote expert guidance. Teams can also use Help Threads and procedures to keep interaction details and work steps together.
Plans and prices
Enterprise license
Customized for the customer
Read 7 Oct 2026 · helplightning.com
On the record
- AI tools
- Thread Tools can recap activity, read photos or pages, draft procedures, and retrieve information from approved sources; an expert reviews and edits their output.helplightning.com · read 7 Oct 2026
- Compliance materials
- The company says its May 2026 SOC 2 Type II report and July 2026 NIST Privacy Framework assessment are available under NDA through its Trust Center.helplightning.com · read 7 Oct 2026
- Guest access
- People outside the company can join a Help Thread from a link without downloading an app.helplightning.com · read 7 Oct 2026
- Help Threads
- A Help Thread keeps participants, messages, live view, files, procedures, and prior work together.helplightning.com · read 7 Oct 2026
- Hosting and encryption
- Help Lightning runs as managed SaaS on AWS, supports US or EU production environments, uses TLS in transit, and encrypts data at rest.helplightning.com · read 7 Oct 2026
- Integrations
- The product page names Salesforce, ServiceNow, Teams, Zoom, and SharePoint among the systems it works with.helplightning.com · read 7 Oct 2026
- Intended users
- The company describes its service for field service organizations and call centers seeking to improve first-time fix rates, workforce capacity, and customer satisfaction.helplightning.com · read 7 Oct 2026
- Live guidance
- Experts can annotate, zoom, freeze, capture, or record the live camera view.helplightning.com · read 7 Oct 2026
- Merged Reality
- Merged Reality lets a remote expert point and demonstrate actions on equipment within the live view.helplightning.com · read 7 Oct 2026
- Procedures
- Procedures let teams guide work through steps, capture photos or readings, and review completed runs.helplightning.com · read 7 Oct 2026
- Purpose
- Help Lightning provides live remote expert guidance and Help Threads that preserve what happened during a support interaction.helplightning.com · read 7 Oct 2026
- Security controls
- Workspaces support role-based access, and enterprise customers can use SAML or OIDC single sign-on.helplightning.com · read 7 Oct 2026
- Support
- Existing customers can open the Help Center after signing in or email [email protected].helplightning.com · read 7 Oct 2026
