What Operating Systems is ScreenMeet compatible with?
As the support agent, would I know what type of remote device I am working with?
Within a remote support session, an agent can view the system information of the remote device.
How do I install software when I have remote control?
Depending on the device, it may require you to have admin privileges to install/modify applications.
As the Agent, after remote control is enabled, request for UAC (User Account Control). The ScreenMeet application will reinstall as an Admin and allow to install or modify applications on the remote device.*
As an agent, can I sign in for users on the remote device during the initial sign in screen?
For example, when you select Reboot/Reconnect, you will need UAC enabled to still control the device and input the password on login screens.This is by design.
Can I invite additional agents (not in my organization) into the session?
Yes, external agent(s) not in your organization or part of your licensing count can join the support session.
They will need to provide their Name and Company and request permission to enter.
If I am an L1 agent, can I escalate my session from a L1 agent to L2 Agent and exit out keeping the session open for the L2 Agent and customer?
Yes. After the 2nd agent joins in, the 1st agent can exit out by selecting ‘Leave Session’ and can “tag out”.
Is there a way to have remote control enabled when an agent join a session?
Yes. An Admin can configure these settings in the ScreenMeet console to enable sessions to start with remote control and/or admin privileges granted when an agent join the session.
Can I send a customer send an agent files?
Yes. A customer can send files to an agent and vice-vera (depending on settings). Certain file types can be blacklisted and size limit can be customized as the default size limit is 2GB.
Can I copy and paste text to a remote device?
Yes. As an agent has remote control enabled, they can enable Clipboard. When clipboard is enabled, it will allow the agent to copy from the agent’s device and paste onto the remote device.
There is also the option of Remote Clipboard, where agents can copy content from the user’s machine and paste it into their own device
For employee devices, IT tends to remote control in frequently. Is there an MSI available to not have a downloaded file for every session?
Yes. ScreenMeet offers an MSI package that will allow you to keep a persistent copy of the ScreenMeet Support software on the end user’s Windows device. Here is additional documentation to install the MSI package.
After the installation is complete, the end user can join sessions by running the program and entering a code provided by a support agent.