Take the ticket
Log the shopper’s or seller’s issue in the queue with a priority.
Anslation Remote
See the page your shopper sees, then fix the right thing.
When a shopper cannot check out or a seller cannot find a setting in their dashboard, they share the browser window with a one-time code. Your support team sees the real page, guides them in the chat and keeps a log of every session.
In short
How can an online store’s support team see a customer’s screen?
With Anslation Remote, your agent gives the shopper or seller a one-time code. They type it into a browser page on their computer and share the window with your store or dashboard, view-only, with no app to install. Your agent guides them in the chat, and each session is logged for your team.
Where it fits.
- The real page, not a descriptionA screenshot often misses the step before the error. A shared window shows the cart, the address form or the dashboard as the person moves through it.
- Payment details stay privateAsk people to stop sharing before they type a card number, an OTP or a UPI PIN. Your team does not need to see them.
- Shoppers and sellers alikeHelp customers at checkout, or sellers and partners in your seller dashboard, from the same queue.
How a session runs for you.
Three steps from a request to a solved problem, with the person in charge of their own screen.
Give the code
Start a session from it and send the join link by email or chat.
Walk the page together
Watch the shared window, guide them in the chat, then resolve the ticket with a note.
Good for, and not for.
Good for
- Checkout, login and address problems
- Walking sellers through a dashboard setting
- Stores that must show who helped which customer
Not a fit for
- Shoppers on phones: sharing needs a desktop browser
- Placing an order for the customer: the screen share is view-only
- Taking card details or OTPs during a session
Settings to start with.
A starting point, not a rule: every setting can change per workspace.
| Setting | Suggested | Why |
|---|---|---|
| Approval | Ask the person you help | The shopper decides, on the join page |
| Queue | One request per order issue | Each session links back to its ticket |
| Roles | Agents as operators, a lead as admin | Only admins and owners change policies |
Read next.
- Customer supportScreen sharing for customers, with no app.
- Remote access scamsWhat to tell customers so a stranger cannot use the same trick.
- All use casesTen ways teams help, one kind of session.
- ComparisonsSide by side with AnyDesk, TeamViewer and sixteen more tools.
- SecurityCodes, consent, roles and the audit log, and what is not done yet.
- Screen share checkTest a browser and a network before a session.
- Anslation RemoteThe product, what it does and what it does not.
Your questions, answered.
Can a shopper share their screen from a phone?
Not the screen. On a phone they can still join with the code and use the chat; screen sharing needs a desktop browser.
Should a customer type their card details while sharing?
No. Ask them to stop sharing first. A genuine support team does not need to see a card number, an OTP or a UPI PIN.
Do shoppers need an account?
No. Only your team signs in. The shopper needs the code and a desktop browser.
Keep reading
- Remote for customer supportSee what your customer sees: they share a screen from their browser with a one-time code, with no app and no account, and you guide them in the chat.
- Remote access scamsSigns of a remote access scam, what to do if a caller asks you to install an app or share an OTP, and where to report it in India: cybercrime.gov.in or 1930.
- Remote vs AnyDeskAnslation Remote vs AnyDesk: when a remote desktop app fits, and when a browser-only, view-only screen share with approvals and an audit log fits better.
- Remote securityHow one-time codes, consent, roles, workspaces, peer-to-peer media and the audit log work in Anslation Remote, and what it does not do yet.
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