What’s New - November 2019
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Windows whiteboard
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MacOS Catalina workflow screens
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Windows/MacOS screenshot button
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Survey added at the end of each session
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Agent name can now be set to "Agent"
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Laser pointer is now under the tool Screen Annotation
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File transfer can now be canceled during upload then re-uploaded
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Tools that are dependent on remote control are highlighted in the sidebar
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If a session is paused, agents can no longer transfer files to the user
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Made windows/mac tool window much smaller, giving more screen real estate to the agent
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Clicking on the chat message in bottom right will now open the chat window on agents screen
ScreenMeet has added the ability to annotate/whiteboard on the users machine. After the user has accepted the request to whiteboard, agents have access to laser pointer, draw, shapes, brush, undo, and clear.
Colors: Red, green, blue
Shapes: Arrows (every direction), star, checkmark
Brush thickness: Small, medium, large
We have moved laser pointer from the sidebar and grouped it within screen annotation making it easier for agents to navigate to the tools they need.
Taking a screenshot of the user device has never been easier with our screenshot feature. Click on Screenshot and a popup window will appear with a still image of the users screen. Agents have 3 options for the screenshot: download screenshot, upload to user, or upload to the salesforce case or on the ScreenMeet cloud which is accessed through the console. Screenshot button is available for both Windows and MacOS
With the newest MacOS update, Catalina, users must enable the ScreenMeet application through their privacy settings to enable screen recording and remote control. We have added instructions to do so, making it easier for the user to navigate to the appropriate pages. If the permission has not been set, after the user clicks allow on the dialog screen, a popup window will appear with instructions and a button to navigate to the appropriate settings panel. The same workflow has been added for remote control as well.
What’s New October 2019
Bug/Performance Fixes
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Agents are now limited to sending only 1 feedback after the end of each session
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Edge browser would not allow you to resize the popup tools, this has now been fixed
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On iOS, some cases where the end session wouldn't close the session entirely.
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Camera icon is now properly placed within the CRM widget
Windows Tools
We have completely redesigned our windows hotkeys and named it Windows Tools to make it easier for agents to find the tools they use most. Click on the windows tools on the sidebar will present the agent with 6 options: tools, custom tools, desktop, explorer, system, and run. We removed Run Commands from the sidebar and placed it within the windows tools retaining the same functionality and options as before. Also integrated is a search bar. Start typing in the search field with the tool you would like to use and it will automatically populate in the menu for you to select.
Agents can easily navigate to Mac shortcuts on the user’s device. Open the Mac Tools on the agent sidebar to open the tools category. Clicking on any of these tools will automatically open on the user’s machine making it easier for the agents to troubleshoot.
ScreenMeet has completely redesigned its MacOS client to make it similar to windows. Our theme is more inlined with our logo and screens are mirror of windows to make it easier for agents to support both clients. This redesign supports MacOS dark mode theme as well!
What’s New September 2019
Features
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Reboot/Reconnect in Safe Mode
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Feedback survey at end of session
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Network connection signal bar - view connection stability mid-session
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First/last name obfuscation - set whether end user can see agent first name, last name, or both
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Fixed Firefox file transfer stability issues
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Stability improvements for command line commands
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After escalating to Admin, shield icon appears on title bar
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Server side improvements to ensure faster connections and more stability
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License agreement URL now points to our new webpage https://www.screenmeet.com, come check it out!
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Fixed case description UI issue for sessions launched from ScreenMeet Console
We have added the option to Reboot/Reconnect into safe mode. After escalating into UAC, agents will now have the ability to reboot the users machine into safe mode. Users are required to have a hardline connection to the network as Wi-Fi is disabled in safe mode.
Agents have the ability to give feedback after the end of their sessions. Select a start rating and write your experience of the session below. We at ScreenMeet review all candid feedback that is provided to us which helps us create and form a better experience.
