ConnectWise Control Remote Support

ConnectWise Control Remote Support

Create and join ConnectWise Control support sessions from within Zendesk tickets

(22)

The ConnectWise Control Remote Support App for Zendesk allows you to create and join ConnectWise Control support sessions from the Zendesk ticket sidebar. After creating a session, the App presents a host join button and guest join URL to the Zendesk agent. Agents may click Generate Public Reply to populate the current comment with guest join instructions and a link to join the session. Additionally, Zendesk agents may click Refresh to check if the guest has joined the session. When the agent ends the Zendesk-integrated ConnectWise Control support session, ConnectWise Control updates the ticket with an internal note containing session summary information. Depending on how the ConnectWise Control administrator has configured the Zendesk Integration extension in ConnectWise Control, the internal note may contain the session chat transcript, session event history, session connection event history, session note history, and session capture download information.

These instructions assume that you have installed and configured the Zendesk Integration extension on your instance of ConnectWise Control. You will need the ConnectWise Control API Token displayed in the Zendesk Integration Settings dialog to configure the ConnectWise Control Remote Support App for Zendesk. Once you have installed this App from the Zendesk Apps Marketplace, you will need to configure two required settings and one optional setting. The required 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 required setting ConnectWise Control API Token should match the value of the ConnectWise Control API Token setting displayed in the Zendesk Integration Settings dialog in ConnectWise Control. The setting Generate Rich Content Comments determines if comments generated by the App should use rich content formatting or Markdown formatting. Now that you have installed and configured the ConnectWise Control Remote Support App for Zendesk, navigate to a Zendesk ticket. The ConnectWise Control Remote Support App is displayed in the ticket sidebar. Click Create Support Session to create a Zendesk-integrated support session in ConnectWise Control. Optionally check the create session with code checkbox to create a session with a guest join code. The guest join code will be displayed on the ticket sidebar. To join the session, click Join. If you’re not already logged in to ConnectWise Control, you will be prompted to enter your ConnectWise Control credentials. You may invite the guest to join the session by either communicating the URL displayed in the App or clicking Generate Public Reply to populate the current comment with guest join instructions and a link to join the session. Conduct the ConnectWise Control support session as you normally would, then end the session. ConnectWise Control will detect the end of the Zendesk-integrated support session and update the Zendesk ticket with an HTML-formatted internal note. Depending on how the ConnectWise Control administrator has configured the Zendesk Integration extension in ConnectWise Control, the internal note may contain the session chat transcript, session event history, session connection event history, session note history, and session capture download information.

App Details

  • Author: ConnectWise Labs
  • Price: Free
  • Support: Email / Website
  • Version:1.4
  • This is an app. It will install right into your Zendesk Support account.

reviews
Publish your app

Get your app in The Marketplace

Find out what it takes to get your app on the digital shelves.