Manager screen view
A support lead helps a new rep clear their stuck ticket
Manager → Employee. Consent every time. 3 minutes of screen viewing, an audit-log entry, a ticket closed.
- 3:12 PMNaveen (new support rep, week 2)
Naveen has a ticket open in Zendesk for 40 minutes. He's stuck on a refund flow — the customer picked the wrong region, and the standard "issue refund" path doesn't apply. He types in the team chat: "@sarah stuck on ticket 8821, refund path is weird".
UI: Chat message with @mention
- 3:12 PMSarah (support lead)
Sarah's tab flashes. She opens the chat, reads the mention, sees the ticket number. She could type back — but her hunch is it's faster to just watch him do it. She goes to Dashboard → Employees, finds Naveen's row, clicks "View screen".
UI: Employees list, "View screen" button per row
- 3:12:30 PMSarah
A modal appears. Two disclosure panels — one for her (her responsibility as a manager) and a preview of what Naveen will see. Reason field. She types "help with refund flow on 8821". Clicks Send request.
UI: Screen-view request modal, dual-disclosure panels
- 3:12:31 PMNaveen
A full-screen modal takes over his browser tab. Red border. His tab title flashes "🔴 Screen-view request". The modal says: "Sarah wants to view your screen — refund flow on 8821". Below: a jurisdiction-appropriate consent disclosure. Three buttons: Deny, Approve & share screen.
UI: ScreenViewApprovalModal
- 3:12:35 PMNaveen
He clicks Approve & share screen. His browser's native screen picker opens. He picks "Application window → Zendesk" — just his Zendesk window, not his whole desktop. Clicks Share.
UI: Browser getDisplayMedia picker
- 3:12:38 PMBoth sides
Sarah's screen goes full-screen with Naveen's Zendesk view. Naveen sees a small red pill top-right: "Screen being viewed · Sarah · 00:03 elapsed" — with a big STOP button. He can keep clicking around his ticket normally; the pill just floats above.
UI: CallScreen viewer mode + BeingViewedIndicator
- 3:13 PMSarah
She watches Naveen click through the refund flow. Sees where he's getting confused. Types in their team chat (visible to both) "click the customer name link — the region override is on the profile page, not the ticket page". Naveen reads it and clicks through.
UI: Sarah watching + chat parallel
- 3:15 PMNaveen
He fixes the region on the profile, retries the refund. It works. Ticket closed. He clicks STOP on the red pill.
UI: Session revoked by employee
- 3:15 PMServer
The session ends for both sides. If Sarah's org has recording enabled, the WebM file is finalized to disk. An audit log row is written:
revoked· Naveen · Sarah · 2m 30s · jurisdiction: US.UI: ScreenViewAuditLog row
- 3:16 PMSarah
Types in the team chat: "nice — write it up in the runbook so we don't hit this again." Naveen replies with 👍. Done.
UI: Ordinary chat wrap-up
Why this works ethically
- • Naveen approved once, for this session, for a specific reason. He controls what\'s shared and can stop any time.
- • The manager\'s reason is on-screen at consent time — no fishing expeditions.
- • The floating red pill means Naveen never forgets he\'s being watched.
- • Every request, approved or not, is in the immutable audit log. If a customer or regulator asks, the evidence is there.
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