Screen sharing request

Question

I am new to Microsoft and wondering if its common for support engineers to request screen sharing to help solve problems? I have reached out to support and have been surprised to have the support engineers want to share my screen and am unsure if this is usual (and safe) practice

Answer 1

Dear Andrea,

Thank you for posting back.

It seems that you contacted Microsoft Support by clicking this icon in Microsoft 365 Admin Center. Screen sharing request is a common way of how the support team assist you.

At the same time, if you find my suggestion helpful, you can also use the feedback tool below my reply to submit your feedback for us (pictured below), which will definitely help others in the community who have similar questions to find answers/solutions more quickly.

Comments and feedback from our customers really motivate us to perform better and better and provided as much help as possible.

Welcome to post new threads in this community when you have other questions, we are always here to assist you. 😊

Hope you have a nice day!

Sincerely,

Tina | Microsoft Community Moderator

Answer 2

Thank you Tina

I contacted support through the Help and Support icon on the admin centre page-if that is still consistent with how MS operates, then that is reassuring to know.

Kind regards

Andrea

Answer 3

Dear AndBarr,

Greetings! Thank you for posting in Microsoft Community. We are happy to help you.

May I know how did you contact Microsoft Support? Did you contact support by following ways in this article Get support - Microsoft 365 admin | Microsoft Learn?

If yes, then it's common for support engineers to request screen sharing to help troubleshoot and solve problems.

By screen sharing, the support engineers can directly see how the issue happens, check issue's behavior and guide correct steps in solving issues. And you have right to choose to agree or disagree screen sharing.

Hope above helps.

If my understanding of the scenario is not consistent with yours, feel free to point it out.

Thanks for your time and cooperation! Hope you keep safe and healthy always.

Sincerely,

Tina | Microsoft Community Moderator