From your existing documentation to a guided customer session.
Give Desk your support knowledge. Give customers a link. Let Desk guide the session, one step at a time, on their own screen, with your customer doing every action.
- Your docs
- Workflows
- Their screen
- One step
- They do it
- It checks
1 · Give Desk your support knowledge
Start with the documentation you already have.
- 01
Upload what you’ve already written
Upload your help article: a PDF, Word file, pasted text, or the address of a help-centre page. We fetch the page and keep its text. Unlimited once you have bought any pack.
Your materialYour workflowsSessionsWhat this tells youUpload a file
PDF, Word or text, up to 4 MB each. As many as you like.
Choose a file
Paste a help-centre address
We fetch the page and keep its text. A video link is stored and marked not read.
o.com/docs/manual/layers/layers-add/Fetch it
Paste text
For anything we cannot fetch, and for notes that never made it into a document.
What is this?Paste it hereAdd it
1 document
Supported export formats (drawio.com/doc/faq/export-diagram)
Text · added 24 Sept 2026
Used by: Export with advanced image options, Share your diagram as a link, Export your diagram as JSON, Export your diagram as XML, Export your diagram as HTML, Save a PDF using Print instead, Export your diagram as a PDF, Export your diagram as an image
Create workflows from this
Delete
Redrawn from a real session. The software is shown in outline. - 02
Desk extracts the workflows
Desk turns it into a procedure: a title, what the customer ends up with, and ordered steps. Every line is taken from what your material says. Where a control sits comes from the live screen, never a guess.
2 draft workflows ready to review under Your workflows.
2 documents
Add and duplicate layers | draw.io
Page · added 1 Oct 2026
https://www.drawio.com/docs/manual/layers/layers-add/
Used by: Duplicate a layer, Add a new layer
Create workflows from this
Fetch againDelete
Supported export formats (drawio.com/doc/faq/export-diagram)
Text · added 24 Sept 2026
Used by: Export with advanced image options, Share your diagram as a link, Export your diagram as JSON, Export your diagram as XML, Export your diagram as HTML, Save a PDF using Print instead, Export your diagram as a PDF, Export your diagram as an image
Create workflows from this
Delete
Redrawn from a real session. The software is shown in outline. - 03
You review and publish
Review and edit it: change the wording, reorder, delete. Nothing goes live until you publish it. Then you get a link that carries the title with it.
DraftAdd a new layer
Your diagram has an extra layer you can name and add shapes to.
3steps0sessions—completed—averagePublish and get the linkNo link until you publish it.Rehearse it on your own screen first (not published, not counted)
Close the steps
Title — what a customer would call it
Add a new layerWhat they end up with
Your diagram has an extra layer you can name and add shapes to.The steps
Do not write where a control is. Alongrail reads the live screen and works that out; a location written here will be out of date the first time you move something.
Step 1UpDownRemoveClick Add Layer (+).From your document: “Click on Add Layer (+) at the bottom of the Layers dialog.”
Why this step is hereYour document doesn’t say — left blank rather than guessed.
What is visibly true once it is doneYour document doesn’t say — left blank rather than guessed.
Its result happens outside your software — a download, a save or print dialog, a new tab, something copied. The customer chooses: tell us it worked, or share their whole screen so we can see it.
Redrawn from a real session. The software is shown in outline. Step 1UpDownRemoveOpen the Layers dialog, then click Add Layer (+).From your document: “Click on Add Layer (+) at the bottom of the Layers dialog.”
Step 1 after an edit. - 04
You rehearse it
Rehearse it on your own product. Run your own workflow against your own screen first. Rehearsals never count as sessions.
2 · Give customers a link
- 05
Put it where the question arrives
Put the link wherever customers need it: a support reply, a help article, an onboarding email, an in-app message. No account and no download for your customer.
PublishedExport your diagram as an image
You get a PNG, JPEG, WebP or SVG image of your diagram saved to use elsewhere.
6steps0sessions—completed—averageSend this, anywhere you like
Export your diagram as an image — https://www.alongrail.com/s/…
Copy the link and titleRehearse it (not counted)Unpublish
Read and edit the 6 steps
Redrawn from a real session. The software is shown in outline.
No code. No install. No browser extension, for you or your customers.
3 · Let Desk guide the session
- 06
They share their screen
They share their screen; Desk tells them what to share for that task. Their browser asks, and what they pick is what Desk sees: one window, one tab, or the whole screen.
- 07
One step at a time
They read one instruction, do it themselves, and Desk checks the screen before giving them the next.
- 08
They do every click
Desk guides. It never acts. There is no way for Desk to click anything. Every action stays with the person whose account it is.
When the screen doesn’t match the page
A written step can’t know a customer’s plan, their permissions, their custom fields, or what moved in the last release. Desk reads the actual screen, guides from what’s there, and says so in one clause. Each difference also shows on your dashboard, with the page’s wording beside what the screen showed.
This account calls it Members rather than People — open that.
Renamed since the article was written. Same page.
What you learn afterwards
- 09
You read it afterwards
What they wanted in their own words, every instruction, every check, and where it ended. Across sessions: where customers stall, what they asked, and where a screen has changed since the page was written.
Start your 14-day trial.
One workflow, ten guided sessions, no card required.
See whether it guides you through your own software.
One address. A person reads every message.