Help Lightning Remote Assistance
Help Lightning Remote Assistance provides live remote expert guidance for field service organizations and call centers.
What Help Lightning Remote Assistance is
Help Lightning Remote Assistance provides live remote expert guidance for field service organizations and call centers. During a session, an expert can annotate, zoom, freeze, capture, or record the 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 using a link without downloading an app. A thread keeps participants, messages, the live view, files, procedures, and prior work together. Procedures guide teams through steps, capture photos or readings, and let them review 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 output. Named integrations include Salesforce, ServiceNow, Teams, Zoom, and SharePoint. Help Lightning 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, with SAML or OIDC single sign-on available to enterprise customers. Pricing is on request.
Good
- Experts can annotate and record live camera views
- Merged Reality supports pointing and demonstrations
- Help Threads retain files, procedures, and prior work
- Outside participants can join by link without an app
- Supports role-based access and enterprise single sign-on
Watch out
- Pricing is available on request
- Enterprise customers need a plan for SAML or OIDC SSO
Who it suits
It is aimed at field service organizations and call centers seeking to improve first-time fix rates, workforce capacity, and customer satisfaction. It also suits teams that need to keep support interaction details and prior work together.
Verdict
Help Lightning combines live visual guidance with threads and procedures that preserve support context. Organizations should request pricing and consider which access controls their teams need.
Plans and prices
From Help Lightning Remote Assistance's own pricing page, checked 7 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Enterprise license | Priced on request | Customized for the customer |
The facts
Each one read from Help Lightning Remote Assistance's own pages, with the date it was checked.
What it does
- 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.checked 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.checked 7 Oct 2026
- Guest access
- People outside the company can join a Help Thread from a link without downloading an app.checked 7 Oct 2026
- Help Threads
- A Help Thread keeps participants, messages, live view, files, procedures, and prior work together.checked 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.checked 7 Oct 2026
- Integrations
- The product page names Salesforce, ServiceNow, Teams, Zoom, and SharePoint among the systems it works with.checked 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.checked 7 Oct 2026
- Live guidance
- Experts can annotate, zoom, freeze, capture, or record the live camera view.checked 7 Oct 2026
- Merged Reality
- Merged Reality lets a remote expert point and demonstrate actions on equipment within the live view.checked 7 Oct 2026
- Procedures
- Procedures let teams guide work through steps, capture photos or readings, and review completed runs.checked 7 Oct 2026
- Purpose
- Help Lightning provides live remote expert guidance and Help Threads that preserve what happened during a support interaction.checked 7 Oct 2026
- Security controls
- Workspaces support role-based access, and enterprise customers can use SAML or OIDC single sign-on.checked 7 Oct 2026
- Support
- Existing customers can open the Help Center after signing in or email [email protected].checked 7 Oct 2026
The company
- Headquarters
- Birmingham, Alabama, USAchecked 28 Sep 2026
Where it runs
- Platforms
- Help Lightning offers web and native macOS desktop access, native Android and iPhone apps, and browser access on Windows or Mac.checked 7 Oct 2026
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