Support that starts on your page, not with a download link
Last updated 26 September 2026
Remote support usually begins with an IT company sending somebody an executable and talking them through running it. This page is how a customer asks for help the other way round, on a page carrying the IT company's name, with no account and nothing installed, and how that same conversation becomes a screen share at the point one is actually needed.
1. How does a customer start a support session without installing anything
They open your page at livedesk.sh/yourname and type. No account, no download, no code read out over the phone. The conversation starts on the page and stays there, and nothing reaches the customer's computer unless a technician later asks to see the screen.
This is the part the category does the other way round. Everywhere else the session is the starting point and the customer has to be walked to it: send the link, wait, talk them through the download, have them read the number back. Here the request is the starting point, and the screen is something that happens inside it when it is needed, which is often not at all.
2. Whose name is on the page the customer writes on
Yours. The page is your organisation's name, your colour and your sentence, with the form under it. It carries no mention of us, and neither does the conversation, the email that follows it or the tool the customer later runs.
The address is livedesk.sh/yourname, chosen when the organisation is created, and it is the one thing on that screen a customer could look up. Everything else about the page belongs to you, which is the point: a customer of an IT company should be dealing with that IT company.
3. What does the form ask for
A name, a topic, a message, and whichever of email and phone you chose to collect. At least one way of reaching somebody back is always required, and which one is your decision rather than ours.
The topic and the message come first and the contact details come last, deliberately. Somebody with a broken computer should be able to say what is wrong before being asked how to be reached.
4. Does the customer need an account
No, and there is nothing to create one with. A person is recognised by the email or phone number they give the form, so somebody writing in for the fourth time is the same person, with their previous conversations behind them, without ever having had a password.
5. What happens when the customer closes the page
They get one email when a technician replies, in the language they used on the form, with a link that puts them back into the same conversation on any device. Nothing has to be quoted, downloaded or signed into.
The form itself is translated into thirty languages. A customer who wrote in French and is told in English that they have a reply has been shown that the form was a costume.
6. What if the customer writes in a language nobody at your company reads
Turn on chat translation and each side reads the other in their own language. The customer's messages arrive in the language each technician chose, the replies reach the customer in the language they picked on the form, and what was actually typed is always one click away on both sides.
Translation is done by DeepL, in the EU, and it is named with every other processor on the privacy page. Internal notes between technicians are never sent. If DeepL is slow or down, the message arrives as typed: translation never stops a line. It is one switch per organisation.
7. Is this a ticketing system
The conversation is the ticket. There is no reference number for a customer to quote and no second object to keep in step with the first: writing again after something was marked resolved reopens the same thread rather than starting a new one.
What the customer never sees is the other half of that. Who at your company owns the conversation, what priority they gave it, what they filed it under and anything colleagues wrote to each other about it stay on your side of the thread.
8. When does anything actually get downloaded
Only when a technician asks to see the screen, and only then. The tool carries your organisation's name, asks on the customer's own machine before anything is shown, asks again before control, and removes itself when the session ends.
What that prompt is, who decides it and what is written down afterwards is the subject of proving consent without recording the screen. The tool is signed by Maxapp GmbH, so Windows names the publisher rather than calling it unknown, and the security page says what SmartScreen may still show on a new download.
9. What about a customer who phones instead of writing
They fetch the same tool from the same page and read out the nine digits it shows. No conversation is created, nothing is installed, and the tool removes itself afterwards, which is the right shape for somebody already on the phone with you.
The three doors are the page, the phone and a machine your organisation has enrolled for unattended access. They are described a door at a time on the inbox page, quick support and managed devices.
Where the detail is
Nothing above is new. The inbox side of it is on the inbox page, what happens on the customer's machine is on proving consent without recording the screen, and the eight questions worth asking any vendor in this category, us included, are on how to compare.