Create and join ConnectWise Control support sessions from a Freshdesk ticket.
The ConnectWise Control Remote Support App for Freshdesk lets you connect to and remotely control devices from the Freshdesk ticket sidebar. Quickly create ConnectWise Control support sessions from the Freshdesk ticket sidebar and securely access Windows, Mac, Linux, and mobile devices. When you're done, ConnectWise Control automatically updates the ticket with a note containing session summary information upon session end.
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These instructions assume that you have installed and configured the Freshdesk Integration extension on your instance of ConnectWise Control. You will need the ConnectWise Control API Token displayed in the Freshdesk Integration Settings dialog to configure the ConnectWise Control Remote Support App for Freshdesk.
Once you have installed this App from the Freshdesk Apps Marketplace, you will need to configure two required settings and one optional setting. The setting "ConnectWise Control Base URL" is the base URL for the instance of ConnectWise Control with which you are integrating; for example, https://example.screenconnect.com. The setting “ConnectWise Control API Token” should match the value of the ConnectWise Control API Token setting displayed in the Freshdesk Integration Settings dialog in ConnectWise Control. The optional setting “Freshdesk White-label Text” is used to replace the reference to ‘Freshdesk’ in the guest invitation reply and defaults to ‘Freshdesk’ if left blank.
Now that you have installed and configured the ConnectWise Control Remote Support App for Freshdesk, navigate to a Freshdesk ticket. The ConnectWise Control Remote Support App is displayed in the ticket sidebar. Click “Create Support Session” to create a Freshdesk-integrated support session in ConnectWise Control. You can check "Create session with code" prior to clicking "Create Support Session" to create a support session that a guest may join using a code. The code is displayed in the ticket sidebar after you create the session.
To join the session, click “Join”. If you’re not already logged in to ConnectWise Control, you will be prompted to enter your credentials. You may invite the guest to join the session by either communicating the URL displayed in the App or clicking “Generate Requestor Reply” to open a new reply with pre-populated guest join instructions and a link to join the session. Alternatively, if the session has a code, the guest may join by typing the code into the code box on your ConnectWise Control guest page.
Conduct the ConnectWise Control support session as you normally would, then end the session. ConnectWise Control will detect the end of the Freshdesk-integrated support session and update the Freshdesk ticket with an HTML-formatted private note. Depending on how the ConnectWise Control administrator has configured the Freshdesk Integration extension in ConnectWise Control, the private note may contain the session chat transcript, session event history, session connection event history, session note history, and session capture download information.