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First, I want to say that if you continually help clear a chick from a shell in good hatching conditions, that doesn't promote vigor in the breed. By good hatching conditions I mean that there wasn't issues such as you didn't forget to add water or something similar, that all indications mean the hatch should be successful.
OK, how to know WHEN to help. The chick has pipped and is obviously stuck or the chick is breach in the shell (upside down and is pipping at the pointed end-very few can successfully hatch this way). If there is only the initial pip hole and it's been 18 hours, you can CAREFULLY work the shell off from around that hole towards the TOP/FAT END of the egg. Don't make it very large, just large enough to peel back the outer membrane TOWARDS THE TOP OF THE SHELL or along the pipping diameter (where the chick would go around the egg pipping the cap off) a bit to see if the blood has been absorbed on the inner membrane. If it hasn't, don't go any further. If it has, work the outer membrane back a little bit more, again, searching for the blood veins on the inner membrane. If at any time you see blood veins, STOP. You don't want to tear through a vein. If you do by accident, you can use a tiny bit of flour to clot the flow. Mind you the chick will probably stick to the membrane at that point and you will have to further assist it from there on out. It's a very slow process, you can't rush it. The chick takes about 24 hours from initial internal pip to completely absorb the yolk and blood. You'll hear them chirping inside the shell before there's an external pip, this is normal. Don't go in after the chick. It's best to just let nature take its course. They were sticky because they hadn't finished the absorption prior to hatching.
On the ones that are dried matted, you can use a paper towel dampened with warm water (no soap) and work the matted down gently in a circular motion. That film will gradually work itself loose, then peel it off. Even though you're using warm water, it's going to chill the chick so be sure you have your brooder up to temp so you can put it back in right away to warm back up. They'll fluff eventually.
If there's anything I said that doesn't make sense, let me know and I'll try to clarify. And this is the methods I use, I'm sure others do things a little differently.