ScreenMeet

ScreenMeet Software

ScreenMeet is an enterprise remote support and screen sharing platform for IT help desks and customer support teams. Agents start sessions directly from ServiceNow, Salesforce or Tanium in a web browser, while the end user runs a lightweight ScreenMeet client on Windows, macOS, Linux or a mobile device, so problems can be solved quickly and every session is documented.

ScreenMeet lets IT and customer support agents see and control a user's device without leaving the ticketing platform they already use.

Features:

• Screen Sharing: ScreenMeet provides secure screen sharing and visual collaboration, so the support agent sees exactly what the user sees on the device.

• Secure Connections: ScreenMeet uses a zero-trust architecture with end-to-end encryption, and every session starts only after the user gives consent.

• Cross-Platform Compatibility: The end-user client supports Windows, Windows Server, macOS, Linux, Android, iOS and ChromeOS, although remote control is not available on iOS and ChromeOS.

• Remote Control: Agents can take control of the device, run terminal commands, apply admin privileges and annotate the screen to guide the user.

• Platform-Native Integration: Sessions are started from inside ServiceNow, Salesforce Service Cloud and Tanium, so agents do not have to switch between applications.

• Support Toolkit: The toolkit for IT troubleshooting includes custom scripts, a registry editor and remote system information gathering to speed up diagnostics.

• Session Records: Session notes, screenshots and call recordings are automatically added to the incident, so nothing has to be copied into the ticket by hand.

• Session Summary: When a session ends, ScreenMeet writes structured resolution notes into the incident record, including the steps taken, the tools used and the device state.

• AI Assist: During a session, AI Assist suggests troubleshooting steps, past resolutions and diagnostic recommendations based on your knowledge base and the live session context.

• Unattended Support: IT teams can also work on endpoints when nobody is sitting at the device, which is useful for IT operations and maintenance tasks.

• Audit Trail: Every action is logged to the incident record, giving agents and security teams a complete, timestamped audit trail of the session.

• Data Location Control: Geo-fencing lets administrators decide in which region sessions are processed and where session data and files are stored.

• Multilingual Client: The end-user client is available in English, German, Spanish, French, Italian, Japanese, Korean, Portuguese, Russian, Ukrainian and Chinese.

• Works Without VPN: The lightweight client works over any network, so remote employees and customers can be helped even without a VPN connection.

• Integrations: ScreenMeet integrates natively with ServiceNow, Salesforce and Tanium, and its session data can feed AI tools such as Now Assist and Agentforce as well as your knowledge base.

• AI Data Governance: Configurable AI data governance and bring-your-own-LLM support let security teams decide how AI features process session data.

• Compliance: ScreenMeet is SOC 2 Type II and ISO 27001 certified and adheres to GDPR and the EU-US Data Privacy Framework.