Why do SaaS support teams need to see more than their own app?
Many of the hardest SaaS tickets are not inside the product at all. The verification email is in a spam folder. A single sign-on window was blocked by the browser. A password manager filled in an old password. The calendar integration is waiting on a consent screen in the customer's Google or Microsoft account. The mobile app never got notification permission, because the customer tapped Don't Allow. A support tool that only sees your own website or app cannot follow the customer into any of those places. GuidedView shares the customer's whole screen instead: the agent sends a one-time invitation by text or email during a call, the customer approves sharing on their computer or phone, and the agent watches live in a browser. The customer does every click and can pause before passwords. Nothing needs to be installed in your product.
How is GuidedView different from a co-browsing SDK?
Co-browsing is a strong category, and for some teams it is the right choice. It works by adding a script or SDK to your own website or app; Cobrowse.io's documentation, for example, says you add its SDK for each platform you want to support. Because co-browsing runs inside your product, it can do things GuidedView cannot, such as masking sensitive fields automatically and letting an agent click or highlight inside your app.
| Question | Co-browsing SDK | GuidedView |
|---|---|---|
| What gets installed? | A script or SDK in your website or app | Nothing in your product; customers on phones install a free app |
| What can the agent see? | Your site or app by default; some vendors offer a full-device mode | Whatever screen or window the customer shares |
| Email, browser settings, other apps | Generally out of view unless full-device mode is set up | Visible when they are on the shared screen |
| Agent control inside the page | Often available inside your app | No, view-only |
| Sensitive fields | Can be masked automatically in your app | Customer taps Pause before private steps |
| Engineering work | Integration, plus a new release for mobile apps | None |
One fair caveat: Cobrowse.io documents a full-device mode that can show screens from applications outside your own, and notes that redaction, annotation and remote control are disabled in that mode on its web SDK. It still starts from the SDK in your product. For a deeper look, see screen sharing vs. remote access vs. co-browsing and our Cobrowse.io comparison.
Which tickets go faster when you can see the whole screen?
- Login and SSO problems: pop-up blockers, the wrong Google or Microsoft account signed in, an identity provider prompt hidden behind another window.
- Email on the customer's side: invitations and password reset emails sitting in spam, a mail filter or a different inbox.
- Browser issues: an extension breaking the page, a blocked camera or microphone permission, the wrong browser profile.
- Integrations: OAuth consent screens, an admin approval message in another vendor's console, a disconnected account in a third-party app.
- Mobile app setup: permissions, notification settings, an outdated app version that needs an update.
- Files and imports: finding the right CSV in Downloads, or a spreadsheet saved in the wrong format.
Where does GuidedView fit in a support queue?
Most teams will not use screen sharing on every ticket, and they should not. It earns its place on the tickets that bounce: three emails in, screenshots that show the wrong thing, a customer getting frustrated. At that point an agent calls the customer, sends a GuidedView invitation while they talk, and works the issue while watching. GuidedView has no voice or chat of its own, so the call happens on your phone system or the agent's phone as usual. When the session ends nothing is recorded, and the agent adds notes to the help desk ticket.
- Spot the bouncing ticket
Flag tickets where written back-and-forth is not converging.
- Call and invite
Call the customer, then send a GuidedView invitation by email for a computer or by text for a phone.
- Watch and guide
The customer approves sharing and you guide them, wherever the problem lives on their screen.
- Close with notes
End the session and log what fixed it, so the next agent can solve it in writing.
Do we need engineering to set it up?
No. There is no SDK, no snippet on your website and no app release. An agent signs up, subscribes and sends a link. That matters most for mobile products: if your app is on iPhone and Android, you can see a customer's screen inside it right away without adding a library and waiting for customers to update, unless your app deliberately blocks screen capture. Each GuidedView account is $29.99 a month; see pricing or create an account.
Questions
Do we need to install anything in our product?
No. GuidedView does not use an SDK or a website snippet. The customer shares their device screen through the free GuidedView app on a phone or a supported desktop browser on a computer, so your product needs no changes.
Can agents click inside our app for the customer?
No. GuidedView is view-only. Agents watch and explain, and the customer does every click and keystroke. If you need agents to click inside your own web app, a co-browsing tool with control features is a better fit for that job.
Can sensitive fields be masked automatically?
No. GuidedView does not inspect your app, so it cannot mask specific fields. Instead, the customer taps Pause before entering passwords, payment details or other private information, and the agent sees nothing until they resume.
Does it work for desktop apps, not just web apps?
Yes. On a computer, the browser asks the customer which screen or window to share, so the agent can see a desktop app, a browser window or the whole screen, depending on what the customer picks.
Does GuidedView integrate with our help desk software?
No. GuidedView has no integrations. Agents send invitations from the GuidedView portal and log notes in your help desk as usual. Because there is nothing to connect, there is also nothing for an admin to configure or maintain.
Sources
Third-party details were checked against these pages as of November 2, 2026. Products change, so confirm current pricing and features with each vendor.