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Enhancing QuickBooks Support with Glance Screen Sharing

Published

3 days ago

March 30, 2025

Effective customer support is crucial for users navigating complex financial software like QuickBooks. To facilitate this, Intuit offers Glance, a screen-sharing tool designed to enhance the support experience by allowing experts to view users’ desktops in real-time. This article explores the features, benefits, and usage of Glance, providing a comprehensive guide for QuickBooks users seeking efficient assistance.

Understanding Glance

Glance is a remote screen-sharing application integrated into Intuit’s suite of support tools for products like QuickBooks and TurboTax. It enables support experts to view not only the QuickBooks interface but the entire desktop of the user, facilitating assistance with various issues, including file uploads and migrations from QuickBooks Desktop to QuickBooks Online. Importantly, Glance operates with a strong emphasis on user privacy and security; support experts cannot take control of the user’s desktop or mouse, nor can they download or open any files on the user’s computer.

Key Features of Glance

Glance offers several features that enhance the QuickBooks support experience:

Real-Time Screen Sharing: Allows support experts to view the user’s screen in real-time, providing immediate visual context to address issues effectively.
Comprehensive Desktop Viewing: Enables experts to see the entire desktop, which is particularly useful for resolving complex issues involving multiple applications or system settings
Privacy and Security: Ensures that support experts have view-only access without the ability to control the user’s system or access files, maintaining user confidentiality.

How to Use Glance with QuickBooks Support

When a QuickBooks Support expert requests a Glance session, follow these steps:

Access the Glance Website: Navigate to glance.intuit.com. A zip file will automatically download.
Open the Downloaded File: Locate and open the downloaded file. On the Glance webpage, click “click here” to start the application. Grant Necessary Permissions: If prompted, provide the required permissions to allow Glance to share your screen. Launch Glance: Click “Launch Glance” on the webpage and select “Open Glance Guest.app” when prompted.
Share the Session Code: Provide the session code displayed by Glance to your QuickBooks Support expert to initiate the screen-sharing session.

Benefits of Using Glance for QuickBooks Support

Utilizing Glance during support interactions offers several advantages:

Enhanced Communication: Visual sharing reduces misunderstandings, allowing support experts to see exactly what the user sees, leading to more accurate and efficient problem resolution.
Time Efficiency: Real-time viewing enables quicker identification and resolution of issues, minimizing downtime for users.
User Empowerment: By observing the expert’s navigation and solutions, users can learn and potentially resolve similar issues independently in the future.

Privacy and Security Considerations

Intuit prioritizes user privacy and security in the implementation of Glance:

View-Only Access: Support experts can only view the user’s screen; they cannot control the mouse or keyboard, ensuring that users retain full control over their systems.
No Unauthorized Access: Experts cannot download, open, or manipulate files on the user’s computer, safeguarding sensitive information.
User Consent: Screen sharing only commences with the user’s explicit consent, and sessions can be terminated by the user at any time.

Troubleshooting Common Glance Issues

While Glance is designed for ease of use, users may occasionally encounter issues:

Download Problems: If the Glance application does not download automatically, try refreshing the page or using a different browser.
Installation Issues: Ensure that your system allows installations from external sources and that you have the necessary administrative privileges.
Connection Errors: If Glance fails to connect, check your internet connection, disable any active VPNs, and ensure that firewall settings permit Glance to operate.

For persistent issues, refer to the troubleshooting steps provided on the Glance support page.

Alternatives to Glance: SmartLook

In some instances, QuickBooks Support experts may use SmartLook, another screen-sharing tool that integrates directly within the QuickBooks interface. SmartLook provides similar real-time visual assistance without requiring a separate download, offering a seamless support experience.

Conclusion

Glance serves as a valuable tool for enhancing the QuickBooks support experience, bridging the gap between users and support experts through real-time screen sharing. Its emphasis on privacy, security, and user control ensures that assistance is both effective and respectful of user autonomy. By understanding and utilizing Glance, QuickBooks users can achieve more efficient resolutions to their queries, leading to a smoother and more productive experience with the software.