How It Works

How It Works

The Technician Workflow

Every ticket follows the same five-step pattern with Helm:

1. Connect

Launch Helm and connect to the endpoint. Remote desktop is built in — no separate tool to open, no separate login, no extra license.

2. Orient

The AI automatically pulls context before you type a single word:

• Open ticket from your PSA (title, description, history)
• Recent alerts from your RMM (disk health, performance, errors)
• Device details (specs, OS version, last seen)

3. Diagnose

Describe the problem in plain English. The AI generates the right diagnostic commands, runs them, and explains what it found — event logs, disk health, memory pressure, application conflicts, network issues.

4. Fix

Tell the AI what to do. It generates the fix, runs it, and confirms the result. Software installs, patch deployments, registry changes, service restarts — all executed through natural language.

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.

The AI Interface

The AI interface works like a terminal — but one that understands what you mean, not just what you type.

• Natural language to command — describe what you want, the AI generates and runs it
• Blocks — every command and its output is grouped visually so you can track what happened
• Active error explanation — when a command fails, the AI explains why and suggests the fix
• Context awareness — the AI knows the device, the ticket, the user’s M365 account, and the RMM history

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.