GuidedView vs RemotePC HelpDesk: low-cost remote control or a phone-call screen view

At a glance

What is RemotePC HelpDesk?

RemotePC HelpDesk is the attended support product in the RemotePC family from IDrive. RemotePC itself is remote access for reaching your own computers. HelpDesk adds on-demand and scheduled support sessions: a technician invites a customer by email, SMS, link or code and connects to the customer's computer or phone. On a computer, the customer downloads and installs the HelpDesk setup, which RemotePC says is removed automatically after the session. On a phone, the customer installs the HelpDesk Host app. Technicians can control computers and Android devices, chat in session, and record sessions, which are saved automatically to the session logs when the session ends. HelpDesk does not include unattended access; that comes from RemotePC's core remote access plans, priced separately. RemotePC HelpDesk is aimed at small IT teams that want inexpensive attended remote support, and it offers an unlimited-technician tier for growing teams.

Can RemotePC HelpDesk see an iPhone screen?

Yes, it can view one. The customer installs RemotePC's HelpDesk Host app from the App Store, which requires iOS 13 or later, and the technician can view the device's screen. RemotePC's mobile support page says technicians can view and control mobile devices, but we did not find an iPhone-specific statement about control, so confirm with RemotePC before you count on controlling an iPhone.

On Android, the customer installs HelpDesk Host from Google Play. RemotePC's Play listing says remote control requires Accessibility permission so a technician can view and control the device, and RemotePC lists Android 5 or later.

GuidedView handles both phones with a free app and is view-only on every device. The customer opens your text or email invitation, confirms they are on a call with you, approves sharing, and does the tapping while you talk them through it. Our guide on sharing an iPhone screen with support shows the customer side step by step.

What does the customer have to install on a computer?

With RemotePC HelpDesk, the customer downloads and installs the HelpDesk setup on their computer, and RemotePC says the software is removed automatically after the session. RemotePC's browser access, Viewer Lite, is for technicians, not for customers sharing a screen.

With GuidedView, the customer opens the invitation in a supported desktop browser with no download, and the browser asks which screen or window to share. For a customer who is wary of installing software, or who is on a computer where they cannot, that removes a step. The trade-off is control: RemotePC's installed software lets the technician operate the computer, and GuidedView never does. More on this in screen sharing without downloading an app.

How does pricing compare?

On price alone, RemotePC HelpDesk costs less per technician than GuidedView, and its unlimited-technician tier is a strong deal for a growing team. RemotePC's HelpDesk page lists yearly pricing with no monthly option, and its first-year promotional pricing renews at the higher yearly rate.

HelpDesk is also bundled into RemotePC's Team and Enterprise plans, which include unattended access. GuidedView is $29.99 a month per account, billed monthly, with no annual plan. See GuidedView pricing.

Which should you choose?

RemotePC HelpDesk is a capable, inexpensive remote control tool for small IT shops. GuidedView is for teams whose real job is talking someone through their own phone or computer on a call, without taking it over.

Can a small IT shop use both?

Yes. A small IT shop can keep RemotePC HelpDesk for jobs that need hands-on control of a computer, and use GuidedView for quick calls where a customer needs to be walked through something on an iPhone or Android phone, or where installing software on a computer is a hurdle. Each GuidedView invitation is a one-time link, and a used or expired link cannot be reused. Read how GuidedView works or create an account.