The ISL Light app allows agents to provide remote assistance to requesters on Freshservice.
- Provide remote assistance to requesters to solve complicated issues quickly
- Initiate an ISL Light Session directly from the ticket page with the click of a button
- Save ticket details automatically under ISL Light Reports for future queries
Available in English, Spanish and Catalan.
1.- Log in to Freshservice portal and go to Admin -> Apps -> Get more Apps.
2.- Search for ISL Light, when you find it, click "Install".
3.- Fill all wizard required fields to finish the installation (see notes below).
4.- Upon successful installation, your agents will be able to use the ISL Light app
5.- In the Ticket page, agents click on ISL Light widget to enter their ISL Light credentials after clicking "Login" button.
6.- Click in "Generate session" to generate and new ISL Light remote session code. This will add automatically add a new response in the ticket with the link to start the remote session from customer's end.
1.- ISL Online SaaS customers should use www.islonline.net in "ISL Online DNS Server" field. ISL Online on-premise customers should use their own DNS. It's not allowed to use public IP Values in "ISL Online DNS" field. Also it is required that on-premise ICP Server be SSL configured (https://your_icp_dns)
2.- To use the app, you need an ISL Online integration key. Please, contact with Optima Solutions (email@example.com) for further information.