IT support
Remote IT support calls with screen sharing, drawing and knock entry
IT and helpdesk teams can send a user one browser link, see their screen and draw arrows and circles on it to show exactly what to click. Knock entry keeps the support room to one user at a time, and the call can run over TLS port 443 on restrictive networks. Meeto has no remote control: the user keeps the mouse.
How does a screen-sharing support call work in Meeto?
Open a room for the ticket, let the user in, ask them to share their screen and point with the drawing tools while they click.
- Open a room per ticket. Start a meeting and set entry to knock, so you approve the person who joins. Paste the link into the ticket, an email or chat; in Slack,
/meetoposts a joinable call card. - Let the right person in. The user's knock appears with their name. Let them in, and lock entry if the room should stay closed for the rest of the call.
- Ask for the whole screen. The browser offers a screen, a window or a tab. A whole screen shows menus, pop-ups and system dialogs that a single window can hide, and Meeto warns the user when they share only one window.
- Point instead of describing. Draw an arrow to the setting, circle the error message or type the value to enter. Clear your marks when the user moves to the next step.
- Share your own screen when it is faster. Show the correct settings on a test machine, then hand the share back to the user.
- Close with the fix in writing. Summarize the steps in the ticket. In-call chat is deleted when the meeting ends, so anything worth keeping belongs in the ticket.
For customer-facing support from a help page or an in-product button, the customer support workflow uses the website widget instead.
Can Meeto take control of the user's computer?
No. Meeto shows the screen and lets you draw on it; the user does every click and keystroke.
That keeps the user in control and needs no agent software on their machine, but it is slower for long configuration jobs. If your team needs unattended access, remote control or device management, keep a dedicated remote-access tool for those cases and use Meeto for the conversation and the walkthrough.
Will it work on the user's network and devices?
Usually, yes. Meeto is built for browsers on ordinary office and home networks, and it adapts when the connection is poor.
Restrictive networks
The call can travel over TURN on TLS port 443. Rooms run in the nearest media region, Europe or South-East Asia.
Weak connections
On a weak network the call steps down quality automatically, can fall back to the speaker's video only or to audio only, and recovers when the connection improves.
Device problems
If the user's camera or microphone will not start, the camera and microphone guide covers browser permissions and devices in use by other apps.
| Plan | What to expect |
|---|---|
| Free | Screen sharing with drawing, up to 1080p; up to 10 participants; a call stops after 60 minutes once two people are in it |
| Pro and Team | Screen sharing up to 4K on capable desktops (not Safari); up to 25 participants; recording and AI summaries |
How do you keep a shared screen from showing too much?
Agree on what will be on screen before the user shares it, and never collect credentials through the call.
- Ask the user to close personal email, password managers and unrelated documents before sharing the whole screen.
- Never ask for a password in chat or on screen. Have the user type it themselves while you look away from the share, or reset it through your normal process.
- Tell the user before you record or start an AI summary; Meeto shows a banner and an indicator to everyone in the call when either starts.
- Calls are encrypted in transit and run through Meeto's media servers; they are not end-to-end encrypted. Read the security overview if your policy asks.
Who this is not for
Meeto is a good fit for walkthrough-style support where a person is at the device. It is not the right tool for:
- unattended access, remote control, file transfer or device management;
- a ticketing system or call queues: Meeto has neither, so pair it with your helpdesk;
- organizations that require SSO or SAML sign-in for staff;
- sessions with more than 25 people, such as a company-wide training. Meeto has no webinar mode.
Frequently asked questions
Does the user need to install anything?
No. The user opens the link in a current desktop browser and joins without an account. That matters on locked-down machines where people cannot install software. A company browser policy can still block the camera, microphone or screen capture; the camera and microphone guide covers the usual fixes.
Can a user share a phone screen?
Yes, from the Meeto app for iPhone or Android, which can share the whole phone screen. Phone browsers generally do not allow screen sharing, so ask the user to install the app when the problem is on the phone itself.
What if the office network blocks video calls?
Meeto can carry the call over TURN on TLS port 443, the same port as ordinary HTTPS traffic, which gets through many restrictive firewalls and proxies. If a call still fails, the firewall troubleshooting guide lists what to check before anyone loosens a security rule.
Can we keep a record of how a problem was fixed?
On Pro or Team, the host can start an AI summary or a recording after telling the user. The summary lists the steps and action items and exports as Markdown for the ticket; recordings are kept 90 days. Free has neither.
Try your first browser meeting
Create a room, share the link and invite someone to join you.