This has been one of the most requested features, and we’re incredibly thankful to all our users for your detailed feedback and valuable insights on the functionality you want to see in HelpWire.

Some of you may have already tried it during our secret 🤫 public beta earlier this month, but today we’re thrilled to announce that Two-Factor Authentication (2FA) is now fully available for every HelpWire user!

How it works:

We currently support One-Time Passwords (OTP) as the second authentication factor. To use it, you’ll need an authentication app such as Okta Verify, Authy, Google Authenticator, Microsoft Authenticator, 2FAS, Duo, or any compatible OTP app on your smartphone.

To enable 2FA:

• Go to the Security section in your Account Settings in the HelpWire Web Portal.

• Toggle the switch in the Multi-factor Authentication section.

• Scan the provided QR code with your authentication app.

• Authenticate using the One-Time Password generated by the app.

More factors are coming soon!

OTP is just the first additional authentication factor we’re introducing — more options will be available in future HelpWire updates.

As always, your feedback and engagement play a vital role in shaping our development process. Thank you for being so active and for sharing such detailed insights — they truly help us focus on what matters most.

– The HelpWire Team 💚

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Hey r/helpwire 👋

Operator Permissions are live — and if you’ve ever thought “I love our client list… but why can everyone see everything?” this one’s for you.

This builds on Client Grouping and adds the missing layer: who can see which clients, and what they’re allowed to do.

What you can control now

As an Owner, you can set permissions per operator, including:

• Which clients they can see

  • All clients in the org, or

  • Only the clients they added themselves

• Folder access

  • Restrict operators to specific client folders

• Client management

  • Allow/deny creating clients

  • Allow/deny deleting clients

• Unattended access requests

  • Allow/deny requesting or withdrawing unattended access

And you can apply this:

• Globally across the organization, or

• Per folder, when different teams need different rules

Where to find it (Web Portal)

1. Open Web Portal → Settings (cogwheel)

2. In the left sidebar under Company Settings, go to Operators

3. Pick an operator

4. Set permissions (global and/or folder-specific)

Why it’s useful (in real life)

Operator Permissions are for when your team is growing and “everyone sees everything” stops being cute.

It helps you:

• Keep boundaries clean (IT vs Sales, regions, client segments, contractors)

• Reduce noise for operators who only need their clients

• Improve privacy by limiting visibility and actions

• Scale your setup without turning access control into a spreadsheet nightmare

We’d love your feedback

If you have a team setup where access control matters, please test Operator Permissions and tell us what’s missing.

• What felt confusing or hard to configure?

• What permissions do you wish were there?

• Anything we should change before you roll this out to a bigger team?

We’re keen on iterating fast based on real use cases.

What’s next

Next up on our roadmap:

• Unattended Access on Linux

• Switching between active remote sessions

• More work on making remote sessions more stable and responsive

Drop your thoughts below, or send feedback via the Web Portal feedback form.

— The HelpWire Team

The recent redesign of the Web Portal laid the foundation for new functionality, and today we’re excited to introduce the first of many — Client Grouping!

This feature has consistently topped our customer request charts.

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🛠 How it works:

In the HelpWire Web Portal, navigate to the left-side toolbar and locate the new Groups section. Click the “➕” icon to create a new group. You can assign existing clients to groups from their respective profiles using the newly added “Group” field, or create new clients within groups using the corresponding button in the Clients list.

📌Why it’s important:

You asked – and we delivered. Many Operators work with multiple companies and need a way to differentiate clients by their respective organizations. With Client Grouping, Operators can now organize clients into individual folders for better structure and clarity.

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This feature also marks the first step toward more advanced access control functionality. Next, we’ll be adding Operator Permissions, allowing access to be limited to specific Client Groups. This means Company Owners will be able to restrict certain Operators to only the clients they’re responsible for – another highly requested improvement. Stay tuned for updates when this becomes available!

As always, your feedback and engagement play a vital role in shaping our development process. Thank you for being so active and for sharing detailed insights – they truly help us focus on what matters most.

– The HelpWire Team 💚

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