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Ben B  
#1 Posted : Wednesday, August 10, 2016 2:44:35 PM(UTC)
Ben B


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Zendesk Integration

I’m happy to announce that the Zendesk Integration extension is now available in the ScreenConnect Extension Browser. The corresponding ScreenConnect Remote Support App for Zendesk is available in the Zendesk App Marketplace: https://www.zendesk.com/...nconnect-remote-support/

The integration enables Zendesk agents to create and join ScreenConnect remote support sessions directly from Zendesk tickets. After an agent ends a Zendesk-integrated support session, ScreenConnect automatically sends session summary information back to the corresponding Zendesk ticket. This makes it very easy to review and audit ScreenConnect session information without leaving a Zendesk ticket.

The following information may be sent to Zendesk each time a technician ends a Zendesk-integrated support session:

  • Session created and ended timestamps
  • Chat history
  • Session event history
  • Session connection event history
  • Note history
  • Session capture download links (available when extended auditing is enabled on the ScreenConnect server)

Integration Configuration

Zendesk Integration Extension Settings

Modify these settings by navigating to the Extensions tab on the Admin page and selecting Extras --> Zendesk Integration Settings. On ScreenConnect 6.0+, navigate to the Extensions tab on the Admin page, click your name, and select "Zendesk Integration Settings".

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General Settings

  • ScreenConnect API Token: This token is automatically generated the first time you open the Zendesk Integration Settings modal in ScreenConnect. Paste this API token into the ScreenConnect integration app settings in Zendesk
  • ScreenConnect Base URL: Base ScreenConnect URL used to generate responses to POST requests from Zendesk; e.g., https://[subdomain].screenconnect.com
  • Zendesk Base URL: Base Zendesk URL used to generate outbound PUT requests; e.g. https://[subdomain].zendesk.com
  • Zendesk Username: Zendesk username used to authenticate outbound requests from ScreenConnect to Zendesk
  • Zendesk Password: Zendesk password used to authenticate outbound requests from ScreenConnect to Zendesk.
  • Zendesk API Token: This setting is used only if the Zendesk password setting is empty. Use the Zendesk API Token setting instead of the Zendesk Password setting if your Zendesk account requires two-factor authentication
  • Zendesk Session Prefix: Session name prefix used to identify a ScreenConnect support session as Zendesk-integrated (default is "Zendesk-")


Session Summary Postback Content

  • Chat History: Should ScreenConnect send chat history to Zendesk when a Zendesk-integrated support session is ended?
  • Session Events: Should ScreenConnect send session events (e.g. ProcessedTool, ProcessedCommand) to Zendesk when a Zendesk-integrated support session is ended?
  • Session Connection Events: Should ScreenConnect send session connection events (e.g. SentPrintJob, CopiedText) to Zendesk when a Zendesk-integrated support session is ended?
  • Notes: Should ScreenConnect send session note history to Zendesk when a Zendesk-integrated support session is ended?
  • Capture Download Links: Should ScreenConnect send session capture links to Zendesk when a Zendesk-integrated support session is ended?


ScreenConnect Remote Support App for Zendesk Settings

  • ScreenConnect Base URL: Base ScreenConnect URL used to generate Zendesk requests; e.g., https://[subdomain].screenconnect.com
  • ScreenConnect API Token: This value should match the value of the ScreenConnect API Token setting in ScreenConnect


Zendesk Integration Showcase

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Figure 1: Default view of the ScreenConnect Remote Support App for Zendesk with no prior ScreenConnect support session data.

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Figure 2: Agent clicks "Create Support Session"; the ticket will automatically update to show an agent join button, a guest invitation URL, and a new status message. The agent may automatically generate a public reply with guest join information and a link to join the session by clicking "Generate Public Reply".

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Figure 3: Once the agent ends the support session, ScreenConnect sends session summary information back to the Zendesk ticket as a private note. All session date and time information is UTC.
ScreenConnect Team
Ben B  
#2 Posted : Thursday, September 1, 2016 1:06:49 PM(UTC)
Ben B


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Update: Version 1.1 now available

In response to user feedback, we've released version 1.1 of the ScreenConnect Remote Support App for Zendesk.

Version 1.1 of the app gives you the option to generate rich content guest invitation comments in Zendesk, and may be enabled via the "Generate Rich Content Comments" setting depicted below:

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ScreenConnect Team
benstein  
#3 Posted : Thursday, September 1, 2016 3:27:13 PM(UTC)
benstein


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my api token field is empty, can i just generate a custom token?
Ben B  
#4 Posted : Thursday, September 1, 2016 3:44:58 PM(UTC)
Ben B


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Originally Posted by: benstein Go to Quoted Post
my api token field is empty, can i just generate a custom token?


Are you referring to the ScreenConnect API Token or the Zendesk API Token setting?

The ScreenConnect extension will automatically populate the ScreenConnect API Token when you open the Zendesk Integration Settings modal if the setting value is the empty string. You may override the default behavior and enter a user-generated API token for this setting value, but make sure you click "Save Settings" for the change to persist.

You will need to copy your Zendesk account's API token (generated by Zendesk) into the Zendesk API Token setting field.
ScreenConnect Team
benstein  
#5 Posted : Thursday, September 1, 2016 3:50:16 PM(UTC)
benstein


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Originally Posted by: Ben B Go to Quoted Post
Originally Posted by: benstein Go to Quoted Post
my api token field is empty, can i just generate a custom token?


Are you referring to the ScreenConnect API Token or the Zendesk API Token setting?

The ScreenConnect extension will automatically populate the ScreenConnect API Token when you open the Zendesk Integration Settings modal if the setting value is the empty string. You may override the default behavior and enter a user-generated API token for this setting value, but make sure you click "Save Settings" for the change to persist.

You will need to copy your Zendesk account's API token (generated by Zendesk) into the Zendesk API Token setting field.



The Zendesk extension on my ScreenConnect server didn't automatically populate an API Key, I generated a random key and it's working,
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zylex  
#6 Posted : Thursday, October 6, 2016 11:28:13 PM(UTC)
zylex


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New Zealand

Good idea, but as an MSP 99% of our remote clients are unattended/permanent installations.

The improvement I can think of that would make this more useful to us would be an option to select an existing unattended/permanent ScreenConnect client from the box on the right of Zendesk. It should also either optionally (or by default) save that remote computer against that user in Zendesk.

This way, when they log a ticket we can just connect straight to their machine, rather than going through the process of a temporary support session.

Ben B  
#7 Posted : Friday, December 16, 2016 1:52:48 PM(UTC)
Ben B


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Version 1.2 of the ScreenConnect Remote Support App for Zendesk is now available on the Zendesk App Store. The associated Zendesk Integration extension in ScreenConnect has not changed.

The updated app adds an optional setting "Zendesk White-label Text" to white-label the agent adjective in the auto-generated guest invitation email; if this setting is left blank, the adjective defaults to "Zendesk":

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ScreenConnect Team
chrisworrell  
#8 Posted : Monday, May 15, 2017 5:07:24 PM(UTC)
chrisworrell


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Posts: 4
Location: Alpharetta, GA

Is there any way to make this work with already existing Access sessions?
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