Phone screen sharing for managed service providers

What is the phone-screen gap in an MSP's stack?

Most MSP tooling is built around endpoints the MSP manages: an RMM agent on every workstation, a remote access tool for control, and a PSA for tickets. The phone in a client employee's pocket often sits outside all three. It may be personal, unmanaged and an iPhone, which third-party remote support tools cannot remotely control. Yet plenty of everyday tickets live there: the authenticator app on a new phone, work email after a password change, the device enrollment app for a bring-your-own-device policy. GuidedView covers that gap without adding another agent to manage. The technician sends a one-time invitation by text or email during the call, the employee approves sharing in the free GuidedView app, and the technician sees the screen live in a browser next to the RMM console. GuidedView is view-only, so the employee does the tapping.

Which client tickets land on a phone?

• New hire MFA. Installing the authenticator app, scanning the enrollment QR code and approving the first sign-in, often on the employee's first morning.
• Phone upgrades. Moving MFA to a new phone after the old one was traded in or lost, without locking the user out.
• Mobile email after a change. Re-adding a work account after a password reset, a tenant migration or a new sign-in policy.
• BYOD enrollment. Walking a user through a device management app, profile installs and the prompts that follow.
• Softphone and collaboration apps. Signing in to the client's phone system or chat app and allowing notifications and microphone access.
• Shared mailboxes and calendars. Finding them in the mobile mail app once permissions are granted.

Each of these is usually a short fix once you can see the screen, and a long one when you cannot.

How does a technician run a GuidedView session?

1. Ticket comes in

   The user calls your help desk line, or you call them back from the ticket.

2. Send the invitation

   From the GuidedView portal, enter the user's cell phone number and send a text invitation while you are on the call.

3. User approves

   They open the text, install the free app if needed and open the link again, confirm they are on a call with you, and tap Share.

4. Work side by side

   Their screen appears in a browser tab beside your RMM and PSA. You talk them through each step, and they tap Pause before passwords or codes.

5. Close it out

   End the session and write your notes in the ticket as usual. GuidedView keeps no recording, so the ticket is the record.

What doesn't GuidedView do for an MSP?

If you are also weighing remote access tools, see our comparisons with ConnectWise ScreenConnect and TeamViewer.

What does it cost to add GuidedView to an MSP stack?

Each GuidedView account is $29.99 a month, billed monthly, with every feature included and cancellation anytime from the portal. There are no per-endpoint fees and no charge for the client employees who share their screens, since they never need an account. A team where three technicians each use their own account pays for three accounts. Whether you pass that cost to clients is a decision for your service agreements. Full details are on the pricing page, and you can create an account when ready.

Will client staff trust a screen-sharing link?

They should be cautious, and your security awareness training probably tells them to be. GuidedView fits that training instead of contradicting it. The invitation only asks them to share if they are on a call with the sender right now, the link works once, the technician can only watch, and the user can pause or stop at any time. Tell clients during onboarding that your technicians may send a GuidedView link during a call they are already on, and point unsure users to Is GuidedView safe?