A live sightline into
every desk you support
Sightline is AI-assisted remote support for your help desk. A consent-based agent on the supported machine watches the screen, narrates what's happening, and helps your technician help the user — then writes the ticket notes. It's the product our company is named for, and it's in preview now.
In development — this page is what we're building, why, and where it stands. No vapor, no fake screenshots.
Support is the half of your P&L nobody instruments
You've run this help desk. You know exactly where the time goes.
"Can you describe what's on your screen?"
Every ticket starts blind. The user isn't a narrator — they skip the error text, misname the app, and describe the symptom three steps after it happened.
Full remote sessions for two-minute answers
Screen sharing means interrupting the user, taking control, and tying up a technician — even when all anyone needed was to see the screen for a moment.
Session notes nobody writes
The fix happens, the session ends, and the ticket says "resolved." Six months later nobody — including the tech who did it — knows what was actually done.
No line of sight across the fleet
You can't see where users struggle, which apps generate the pain, or which clients quietly burn your margin — until the QBR, when it's an argument instead of data.
See the desk. Understand the problem.
Keep the record.
One session, four things your help desk doesn't have today.
A Consent-Based Agent on the Supported Desk
The user or the technician starts a session — never silently. A visible indicator shows the whole time, and password fields are redacted. This is remote assist, not monitoring.
AI Watches and Narrates
The agent captures the screen and a fast AI tier describes what's happening — what app, what dialog, where the user is stuck. Pixel change detection means an idle screen costs nothing.
Your Technician Gets the Sightline
In the console, the tech works in a triage conversation built on those live descriptions. The user's spoken description of the problem and their screen land in the same thread — no more translating.
The Ticket Writes Itself
When the session ends, the AI writes the summary: what the user hit, what was tried, what fixed it. Real session history in every ticket, with zero technician discipline required.
Remote assist. Not surveillance.
This distinction is the product's legal footing and its sales posture — and we won't blur it.
Watching people
- Runs silently in the background
- Employer-initiated, always on
- Screenshots stockpiled as evidence
- Users resent it — and work around it
- A legal minefield in consent states
Helping people
- Session-based — someone asks for help
- User- or technician-initiated, never covert
- Visible indicator for the entire session
- Password fields redacted at capture
- Designed for two-party-consent states and GDPR
What Your Technicians Get
Built for the tier-one grind: fewer blind conversations, faster triage, tickets that document themselves
Live Narration, Not a Video Feed
Techs don't stare at a stream. The AI describes what matters — the dialog that popped, the step that failed — so one tech can help several users without losing the thread.
Triage Before You Engage
Ask the AI what's going on before you jump in. Half of tier-one turns out to be a setting, a reboot, or a training moment — now you know which half.
Voice + Screen in One Thread
The user says what they're trying to do; the screen shows what actually happened. Whisper transcription puts both in the same conversation your tech works from.
Fleet-Level Line of Sight
Session patterns across a client become visibility you can manage with: which apps generate pain, where training beats tickets, which contracts are underwater.
Where Sightline Stands
We'd rather tell you exactly where the build is than imply a finished product
Proven Already
The core is not a slide deck. The capture engine, change detection, two-tier AI pipeline, and voice-plus-screen conversation run today in a working macOS application we built and use.
Being Built Now
Turning that engine into an MSP product: authenticated cloud transport, the technician console on our platform, support playbooks, and the Windows agent real fleets require.
Shipping First
AI-written session summaries — the slice that pays for itself on day one. Early-access MSPs will help shape the playbooks and the technician workflow.
Want a say in how this gets built?
Early-access MSPs get Sightline first and shape the support playbooks, the technician console, and the ticket-summary format. Tell us about your help desk and we'll keep you in the loop as the preview progresses.
The growth side of MSP Sightline is live now — Lexi is ready whenever you are.