How Helm Works
How Helm Works
Section titled “How Helm Works”Helm’s workflow is designed around one principle: from ticket to resolution in a single interface.
The One-Click Session Link
Section titled “The One-Click Session Link”Every ticket in Helm generates a session link. Click it, and you’re in — a browser-based session opens with everything you need:
- The ticket context — title, description, history, all pulled from your PSA
- The device context — alerts, specs, event logs, pulled from your RMM
- An AI copilot — ready to diagnose, suggest, and execute on your command
No separate remote desktop login. No tab-switching. No copy-pasting between tools. One click. One screen.
Four Entry Points, One Workflow
Section titled “Four Entry Points, One Workflow”No matter how a ticket enters the system, the workflow is the same:
| Entry Point | What Happens |
|---|---|
| End user clicks the Help Desk icon | The agent on their machine captures the problem + machine context, creates a ticket in your PSA, and AI begins triage before a technician sees it |
| End user sends an email | Your PSA receives the email. Helm watches the queue, enriches the ticket with device data from your RMM, and AI begins triage |
| Technician creates a ticket | The moment the ticket exists in the PSA, Helm picks it up — context pulled, investigation started, suggestions ready |
| RMM alert fires | Alert creates a ticket automatically. AI triages, auto-resolves or queues for technician review |
The Technician Experience
Section titled “The Technician Experience”When a technician clicks that session link, here’s what happens:
Step 1 — Connect
Section titled “Step 1 — Connect”A browser-based session opens. No software to install. No VPN to configure. Just click and connect.
Step 2 — Orient
Section titled “Step 2 — Orient”The AI has already pulled context before you type a word:
- Open ticket from your PSA (title, description, history)
- Recent alerts from your RMM (disk health, performance, errors)
- Device details (specs, OS version, last reboot)
Step 3 — Diagnose
Section titled “Step 3 — Diagnose”Describe the problem in plain English. The AI generates the right diagnostic commands, runs them on the endpoint, and explains what it found.
“Why is this machine slow?” → The AI checks event logs, CPU usage, disk health, running processes — and tells you the answer.
Step 4 — Fix
Section titled “Step 4 — Fix”Tell the AI what to do. It generates the fix, runs it, and confirms the result. Software installs, service restarts, registry changes — all through natural language.
“Restart the print spooler and clear the temp folder.” → Done.
Step 5 — Document
Section titled “Step 5 — Document”The AI writes a plain-language summary of what it found and what it did, then posts it as a time entry to your PSA ticket automatically. Your techs never write another note.
The AI Copilot
Section titled “The AI Copilot”Helm’s AI is a copilot, not autopilot. Here’s what that means:
- Natural language to commands — describe what you want, the AI generates and runs it
- Visual output blocks — every command and its output is grouped so you can track what happened
- Active error explanation — when a command fails, the AI explains why and suggests the fix
- Full context — the AI sees the device, the ticket, the user’s M365 account, and the RMM history
- You’re in control — AI suggests, you approve. Always.
The Toggle — AI-Only Mode
Section titled “The Toggle — AI-Only Mode”When you trust the system, flip the toggle. AI acts autonomously at Tier 1–3 — triaging alerts, connecting to endpoints, diagnosing issues, and resolving them. It only escalates to a human when it can’t self-resolve.
Same platform, same agent, same infrastructure. Configuration change only.
Browser-Based Sessions
Section titled “Browser-Based Sessions”Every Helm session runs in the browser. No software installed on your technicians’ machines.
- Ephemeral — when the session ends, the environment is destroyed. Nothing persists.
- Zero persistence — no cached credentials, no saved files, no residual data.
- Compliance built in — every session is identical, isolated, and auditable.
- Works from anywhere — laptop, tablet, hotel WiFi. Just a browser.
BYOK — Bring Your Own Key
Section titled “BYOK — Bring Your Own Key”Pro and Enterprise customers supply their own LLM API key (OpenRouter, Anthropic, OpenAI, or compatible). Helm routes requests through your key — we never see your AI traffic, never mark up your compute costs, and you choose the model.
Most MSPs spend $5–15/tech/month on AI compute. Compare that to Atera’s $95/tech/month add-on.