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Use SmartLook screen share with QuickBooks Support experts

by Intuit•2• Updated about 10 hours ago

Learn how to use SmartLook to share your screen when you work with QuickBooks Support. 

Note: This article is for customers using QuickBooks Online (Advanced, Essentials, Plus, Simple Start, and Accountant) and QuickBooks Sole Trader.

SmartLook lets QuickBooks Support experts view only your QuickBooks screen. They only have access to QuickBooks and can’t take over your desktop or mouse.

QuickBooks experts also use Glance to screen share in some instances.

What is co-browse?

Co-browse allows QuickBooks support agents to view only pre-selected web browser windows on your computer and interact with the screen in real-time. Their access is limited only to what’s in the web browser and only the pages you want them to see. Support agents can't open browser tabs or view anything else on your computer.

What is desktop screen share?

Screen share allows support agents to see anything you have on your desktop during the session.

What is a one-way video interaction?

One-way video interaction lets you see the support agent on video when they're helping you. The video is only one way, meaning support agents can't see you during the call.

Use SmartLook in QuickBooks

  1. Go to  Settings Settings gear icon. and then select SmartLook.
  2. Read the disclaimer and select Share access. The option to deny is also available if you’d prefer not to share.
  3. Give the code to your expert so they can start the SmartLook session.

Note: SmartLook isn't available in the QuickBooks mobile app or mobile web browser.

  1. Sign in to QuickBooks.
  2. Hold down Shift and Enter (Windows) and Shift and Return (MAC) at the same time.
  3. Read the disclaimer and select Share Access. The option to deny is also available if you’d prefer not to share.

SmartLook session permissions and details

For Customers

  • Experts can only see QuickBooks company with the SmartLook session.
  • You can end the session at any time by selecting Close.

In QuickBooks Desktop using the QuickBooks Tool Hub

  1. Download and run the QuickBooks Tools Hub.
  2. Select the Help & Support tab.
  3. Select SmartLook Session.
  4. A pop-up window with the 5-digit connection code appears.
  5. Share this code with the agent during the call.

The SmartLook window will appear on your screen. The Co-browse and one-way video interaction are on by default. You turn these off during the call.

The SmartLook window will appear on your screen

You retain control of the mouse.

QuickBooks Online EssentialsQuickBooks Online PlusQuickBooks Online Simple Start

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