REMOTE EYE ADD-ON

Turn every support request into a solved job

The chat, ticketing and reporting add-on for Remote Eye: customers and field teams write to you in one place, and you escalate to live video when it helps.

Try for 15 days our Remote HELPDESK:

They already work with Wideum

HOW IT FITS

Remote HELPDESK extends Remote Eye

Remote Eye is the platform: live video assistance with AR for technicians, field teams and customers. Remote HELPDESK is the add-on that puts a chat channel in front of it and turns it into a B2B remote assistance all-in-one chat platform — requests arrive as conversations, get a status and a priority, and become a video call the moment they need one. Same users, same license, same security.

The platform: Remote Eye

Live video assistance with AR on desktop, mobile and smart glasses, so an expert sees exactly what the person on site is seeing.

The add-on: HELPDESK

A professional chat channel on top of it, with translation, ticketing, status and priority, satisfaction surveys and AI reports.

One service desk

Your team works in a single tool: it answers in chat, escalates to a video call and closes the case with the conversation and the report attached.

What the add-on brings to the platform

The best of Whatsapp and Zendesk for professional remote support.
Designed to assist on-site workers and clients.
Offer your customers a premium service with your own branding.
With a powerful speech and text translator.
Our software integrates easily with your CRM and ERP via API and SSO.
In the cloud or on your servers. No app needed.
Guaranteed cybersecurity - ISO 27001 and SOC 2 certified, GDPR compliant.

What it solves on top of Remote Eye

Monetize Your After-Sales

Looking for new ways to increase your company’s revenue and improve customer satisfaction? Use Remote Helpdesk.

Scattered requests

Email, phone and personal chats mix together and requests get lost. HELPDESK gives every request one place, one status and one priority.

No audit trail

When support happens in calls and chats that vanish, nobody can prove what was said. Every HELPDESK case keeps the conversation and the report attached.

How it works

A request comes inCustomers and field teams write from the app, from a QR code on the machine or from your portal. No app to install on their side.
It gets a status and a priorityThe conversation is translated live, tracked as a ticket and answered by your team or by the AI assistant, up to the level you set.
It becomes a video call when it helpsOne tap opens Remote Eye on the same request; when it closes, the report and the satisfaction survey are filed in your CRM or ERP.

HELPDESK = chat + translator + ticketing + reporting

Our features

Remote HELPDESK helps you manage requests and provide remote support to on-site workers.
Build up a knowledge base from all conversations.

Without installing apps

A link is all your customer needs — no app, no account.

Scan for support available

A QR code on the machine opens a support request from any phone — no app, no account.

Smart Glasses compatible

Free your client's hands while you provide instructions.

Live and subtitled voice translations

Speak your language; the other side hears theirs, live.

Text messaging with speech-to-text and multilingual translation

Chat with automatic translation and speech-to-text.

Video call with remote support tools

Point, draw and capture on the live video, with the full power of Remote Eye.

Every request gets a status and a priority

Open, in progress or solved — and urgent first, so nothing waits.

Customizable satisfaction survey

Your own questions after every closed request, with the score tracked.

Customisable reports with AI summary

Reports generated by AI, sent straight to your systems.

Knowledge database with customizable AI chatbot

Your own secure and accurate technical knowledge base, accessible via a chatbot.

We implement HELPDESK in your company

Onboarding

From initial sign-up to product activation and first use, new users go through a customized demo that helps them to get set up and start using Remote HELPDESK.

Customer Success Program

We develop a tailored implementation plan to achieve your goals. Every day and in every circumstance, our Customer Success team will ensure that you and your users get the most out of HELPDESK.

Flex Support 24x7

Connect with our Customer Care team to assist you with any questions you may have about our solutions, resolving any issues, handling account activations and general management.

Security and Compliance, inherited from Remote Eye

Remote HELPDESK runs on the same platform as Remote Eye, with the same hosting, the same encryption and the same certifications. See Remote Eye for the full picture.

Encrypted data

TLS 1.2 in transit and AES-256 at rest.

Cloud Services

Hosted on AWS (SOC 1, SOC 2 type 2, SOC 3; ISO 27001, 27017 and 27018). On-premise also available.

Firewall

Intrusion detection and prevention with Trend Micro Cloud One, on top of AWS security and firewall.

Backups

Three backups a day, each one on servers from a different provider.

ISO 27001 and SOC 2

Wideum is ISO 27001 and SOC 2 certified: audited policies, procedures and controls.

GDPR compliant

Data processing agreements, EU hosting and the right to erasure, by default.

IN THEIR OWN WORDS

What our customers say

“The smart glasses with Remote Eye software allow connection with an expert, who can see in real time what the mechanic is observing through the glasses. This facilitates two-way communication between the expert, who is in front of his computer, and the technician, who is diagnosing the unit on the machine. Through this technology we can offer our customers much more efficient repairs and our technicians much more direct advice from the central office.”

Juan Pablo Almagro

Product specialist and trainer

“Thanks to this solution, we provide our professionals with an alternative that manages to reduce the overall time spent on maintenance activities in plants and production inspections by 20%. As highlighted by the oil company, the implementation of this system also allows for ‘cost and time reduction,’ and increases the safety of personnel by minimizing physical access to any potentially dangerous installation.”

Javier Arce

Green Hydrogen Projects Contracts and Supplies Manager

“In our line of business, collaboration and effective communication are essential. By implementing this new technology, we can guide our customers and partners, thereby maximizing quality and biosecurity. It also has the added benefit of being a much more sustainable practice, saving us quite a lot of travel. It allows us to work smarter and get stronger together.”

Torur Jacobsen

In-Farm Solutions Manager

“Traditionally, technical service support to customers across different countries and continents involves several travels, contributing to higher carbon footprints. The RemoteEye solution, allows us to overcome geographic barriers by reducing travel significantly.”

Mads Ulrik Petersen

Spare Parts Manager