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SPECIFICTION
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Help Lightning Remote Assistance

helplightning.com

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Spec score 7.7 #4 of 14 in Remote Visual Support Software

What it is

Help Lightning Remote Assistance provides live remote guidance for field service organizations and call centers. Experts can annotate, zoom, freeze, capture, or record a live camera view, while Merged Reality lets them point to equipment and demonstrate actions in that view. Help Threads keep participants, messages, live views, files, procedures, and prior work together. Procedures guide work through 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 output. Guests can join a thread from a link without downloading an app. Named integrations include Salesforce, ServiceNow, Teams, Zoom, and SharePoint. The managed SaaS service runs on AWS with US or EU production environments, TLS in transit, encryption at rest, role-based access, and enterprise SAML or OIDC single sign-on.

Spec sheet

Purpose
Help Lightning provides live remote expert guidance and Help Threads that preserve what happened during a support interaction.Read 7 Oct 2026 · helplightning.com
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.Read 7 Oct 2026 · helplightning.com
Platforms
Help Lightning offers web and native macOS desktop access, native Android and iPhone apps, and browser access on Windows or Mac.Read 7 Oct 2026 · helplightning.com
Integrations
The product page names Salesforce, ServiceNow, Teams, Zoom, and SharePoint among the systems it works with.Read 7 Oct 2026 · helplightning.com
Support
Existing customers can open the Help Center after signing in or email [email protected].Read 7 Oct 2026 · helplightning.com
Headquarters
Birmingham, Alabama, USARead 28 Sep 2026 · helplightning.com
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.Read 7 Oct 2026 · helplightning.com
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.Read 7 Oct 2026 · helplightning.com
Guest access
People outside the company can join a Help Thread from a link without downloading an app.Read 7 Oct 2026 · helplightning.com
Help Threads
A Help Thread keeps participants, messages, live view, files, procedures, and prior work together.Read 7 Oct 2026 · helplightning.com
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.Read 7 Oct 2026 · helplightning.com
Live guidance
Experts can annotate, zoom, freeze, capture, or record the live camera view.Read 7 Oct 2026 · helplightning.com
Merged Reality
Merged Reality lets a remote expert point and demonstrate actions on equipment within the live view.Read 7 Oct 2026 · helplightning.com
Procedures
Procedures let teams guide work through steps, capture photos or readings, and review completed runs.Read 7 Oct 2026 · helplightning.com
Security controls
Workspaces support role-based access, and enterprise customers can use SAML or OIDC single sign-on.Read 7 Oct 2026 · helplightning.com

Plans and prices

Enterprise license Priced on request Customized for the customer Read 7 Oct 2026 · helplightning.com

Every Help Lightning Remote Assistance plan and price →

Strong points and limits

Strong points

  • Live annotation, zoom, freeze, capture, and recording
  • Merged Reality supports equipment demonstrations
  • Threads preserve files, procedures, and prior work
  • Guest access requires no app download
  • US or EU production environments

Limits

  • Pricing is on request
  • SAML or OIDC SSO is enterprise-only
  • AI outputs require expert review and editing

Who it suits

It is aimed at field service organizations and call centers that need remote expert assistance, guided procedures, and preserved support records. External participants can join through a link without installing an app.

Verdict

Help Lightning combines live visual assistance with structured threads and procedures for repeatable support work. Its security controls and integrations are specified, while pricing requires a customer request.

Where Specifiction places it

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