categories
Updated on in HelpWire news

HelpWire 2025: Year in Review

Author: Yaroslav Kladko
Yaroslav Kladko Article author
HelpWire Year in Review 2025

2025 was a big year for HelpWire. Not just because we shipped a lot, but because a lot more people started relying on it.

We also got stress-tested in real support work. Some parts held up. Some didn’t. When things broke (like early unexpected disconnects), we fixed them and kept going.

Here’s what changed this year, what people did with HelpWire, and what we’re building next.

By the Numbers

  • • New users: up 285% vs 2024
  • • Remote sessions: more than 2.3 million in 2025 (a 7x increase from 2024)
  • • Countries: used in 180 countries
  • • Feedback: 2000+ pieces of feedback submitted
  • • Team scaling: 6000 operator invitations sent
  • • Reddit: 400+ new members, 200+ posts, 800+ comments

2025 at a Glance: Growth and the Problems that Came with it

HelpWire user growth

HelpWire welcomed more new users than ever — up 285% vs 2024.

That growth came with real infrastructure pressure. Early in the year, some users experienced unexpected disconnections. We’re sorry about that. It was disruptive, and it wasn’t acceptable for support work.

So we rebuilt parts of the backend to handle significantly higher loads. The goal was simple: fewer surprises during sessions and less friction for both sides of the connection.

Interesting to know:  HelpWire powered more than 2.3 million remote sessions in 2025 — a 7x increase from 2024.

The Milestones we Shipped

HelpWire feature releases and product updates

A refreshed web portal

The web portal got a facelift this year. It’s cleaner, faster, and easier to navigate. This also improved client and team management, which matters a lot once you’re supporting more than a handful of people.

Notifications in the web portal

Support work moves fast, and it’s easy to miss a beat. Notifications made it easier to keep up with ongoing sessions and follow-ups.

Two-factor authentication (2FA)

Security can’t be a “later” feature. 2FA was added to help protect accounts.

Linux client app

Linux might not be loud, but it’s everywhere in IT. Adding Linux support helped teams keep the same workflow across mixed environments.

Unattended access for macOS

Unattended access for macOS made proactive work easier — maintenance, updates, and after-hours fixes, especially in Apple-heavy setups.

Company ownership transfer

As larger teams adopted HelpWire, smooth account transitions became important. Ownership transfer supports continuity when roles change.

Client grouping

As our user base grew, managing multiple clients became increasingly important. Client grouping was a simple way to organize accounts and speed up navigation.

How People Used HelpWire this Year

Global HelpWire usage
  • • Running a telescope from a home observatory

One person used HelpWire to run a telescope PC from inside the house. No fancy setup. It just stayed connected while they worked.

  • • Helping friends and family with unattended access

Others set up unattended access for a few relatives’ computers. So when something breaks, it’s not a “can you install this, click that, read me the code” situation. They also mentioned switching from TeamViewer because they only need it now and then.

  • • Getting into servers and locked PCs without waiting on users

IT admins used HelpWire for maintenance when no one is around to approve a session. They needed access to the Windows login screen, the ability to sign in, and simple things like copy/paste for passwords and moving files during the session.

Interesting to know:  HelpWire was used in 180 countries in 2025, with the only continent left untouched being Antarctica. Looks like the penguins don’t need remote support just yet.

Built with you: Feedback that Shaped the Roadmap

HelpWire doesn’t improve in isolation.

Interesting to know:  Users submitted 2000+ pieces of feedback, helping us shape new features.

A lot of the practical work this year came from those messages — what broke, what felt slow, what was missing, and what would save time day-to-day.

If something still feels rough or inconsistent, send it over. Short notes are fine. Screenshots help. So do “here’s what I was trying to do.”

Community Notes

HelpWire’s growth wasn’t just usage — it was conversations.

Interesting to know:  Our Reddit community has been steadily growing throughout 2025, with 400+ new members who published 200+ posts and 800+ comments.

If you want tips, setups, or answers from other users, the Reddit threads are usually the fastest place to get them.

Teams are scaling with HelpWire

HelpWire kept showing up inside teams, not just for solo support.

Interesting to know:  Teams sent 6000 operator invitations this year.

If you’re supporting customers or coworkers together, operator invites make it easier to share the load without passing accounts around.

Reviews and what we learned from them

Reviews were useful this year because they didn’t just say “good” or “bad.” They pointed to what actually mattered in real sessions.

What worked well

“Since most of my clients don't have a tech background, it's important for me to use remote desktop software that's easy to set up and doesn't involve complex connection steps. HelpWire has been the perfect choice for this.”
— Read full review on TrustRadius →
"The fact that I can easily segregate my clients and have a full history of my connection to them is amazing. I like the fact that I can send a link to them and then talk them through what to do when they receive it (many are elderly and techo-illiterate).”
— Read full review on G2 →
“Having worked on a whole bunch of other remote support software, from solarwinds dameware to anydesk and teamviewer, vnc viewer and the like, I have never had the joy I am having with Helpwire.”
— Read full review on Capterra →

What needed work

“Updates interrupting the work. Sometimes it logs me out when I don't expect. Other than that I see no cons.”
— Read full review on Capterra →
“I had a few intermittent problems with using the program, each time I contacted support they came through with suggestions and a genuine helpful attitude.”
— Read full review on Trustpilot →
If you’ve had a solid experience with HelpWire, a short review helps more than you’d think. (And if you haven’t, we’d rather hear what went wrong.)

Recognition

HelpWire trust badges

We don’t build features for badges. Still, it’s nice when independent platforms notice the work — especially in a category as crowded as remote support.

Looking Ahead to 2026

This is what we’re working on. Priorities may shift as we learn more.

What we’re building next:

    • • Enhanced Access Management
      Customizable roles and permissions for a more tailored experience.
    • • Short Connection Links
      Share compact, easy-to-type links with your clients for smoother sessions.
    • • Unattended Remote Access for Linux
      Extending persistent access to Linux devices.
    • • Paid Subscription Plans
      New plans to support professional users while keeping HelpWire free for personal use.
    • • Multi-Session Support
      Manage multiple remote connections simultaneously.
    • • Expanding to Mobile
      Bringing remote access and screen sharing to mobile devices.
    • • Improved Operator App
      Adding client and team management tools to the desktop app for even more control.

Thank you

If you used HelpWire this year — at work, in an MSP, on an internal IT team, or to help someone in your family — thank you.

The feedback, the patience during the rough patches, and the honest reviews all pushed the product forward. We’ll keep shipping, and we’ll keep listening.

— The HelpWire Team 💚

Tags:
Updates