You already have an integration piece for Freshdesk but I use Freshservice which is made by the same company and just offers more of a complete product in ,line with the ITSM suite. COuld you develop integration for FreshService as well?
Hi to anyone looking for an update on the Freshservice integration.
We've just released a new version of the extension and taken back authorship from the Freshworks team. At this time, we have not updated to the functionality described above (I know, that was 2 years ago). The integration has been broken for some time, so our first priority was to restore basic functionality.
Please make sure you're referencing the https://www.freshworks.com/apps/connectwise_screenconnect/ page on the Freshservice marketplace, not https://www.freshworks.com/apps/connectwise_control_support_1/. There is nothing to install on the Freshservice side.
Hello, any update to this? I am trying to do the same thing, and I can't seem to get it working.
Hi all, I hear you loud and clear. Unfortunately the contractor Freshservice worked with did not deliver an expected result. I'm actively talking to the Freshservice team about how we can improve this integration and realistic timelines.
I will say that the expected behavior of this integration is to mirror Freshdesk or Zendesk integrations with ScreenConnect -- which means Support sessions only (and of course session details back to the ticket). I cannot promise Access session launching from the ticket at this time. We've investigated previously and don't see an easy path forward there. Will update here when I have more information.
Thank you for the update. I also appreciate you setting expectations for what might be possible in the future. In my case, the vast majority of our Screenconnect use is for Access sessions, so at least it's good to know that even if functionality is added this particular integration is unlikely to be a good fit for our needs. We're still quite happy with screenconnect overall, and at least now I can stop telling my helpdesk that this is coming. :)
Hi all, I hear you loud and clear. Unfortunately the contractor Freshservice worked with did not deliver an expected result. I'm actively talking to the Freshservice team about how we can improve this integration and realistic timelines.
I will say that the expected behavior of this integration is to mirror Freshdesk or Zendesk integrations with ScreenConnect -- which means Support sessions only (and of course session details back to the ticket). I cannot promise Access session launching from the ticket at this time. We've investigated previously and don't see an easy path forward there. Will update here when I have more information.
We recently became Screenconnect customers, mostly because of the integration with Freshservice. However, this integration is frustrating at best. In our environment, where we deploy Screenconnect across all corporate-owned devices, the current iteration of this integration is utterly useless.
I sincerely hope that this version is a tech demo rather than a final product because, as it stands, it offers no benefit to our organization. My frustration is heightened by the fact that I pushed for Screenconnect in large part because of this integration, and so far, it's fallen far short of expectations.
If this is the final release, I'm afraid we've made a decision that doesn't serve our interests. The potential for this integration to improve our workflows is significant, and yet the current execution is drastically disappointing. I need to see substantial improvements.
Hi Reese, et al.,
I agree completely that what has been provided is not really what was expected. I think one thing that is missing from this thread is a clear list of features everyone is looking for. I'll take a crack at it, but let's put something actionable together so they have a target to hit.
Objectives
What else are we looking for???
We recently became Screenconnect customers, mostly because of the integration with Freshservice. However, this integration is frustrating at best. In our environment, where we deploy Screenconnect across all corporate-owned devices, the current iteration of this integration is utterly useless.
I sincerely hope that this version is a tech demo rather than a final product because, as it stands, it offers no benefit to our organization. My frustration is heightened by the fact that I pushed for Screenconnect in large part because of this integration, and so far, it's fallen far short of expectations.
If this is the final release, I'm afraid we've made a decision that doesn't serve our interests. The potential for this integration to improve our workflows is significant, and yet the current execution is drastically disappointing. I need to see substantial improvements.
Wait a minute... I'm watching the video from the freshservice page for this integration, and once it gets past the configuration it appears to show how to use the integration. If I'm understanding this right, all it does is post data from a screenconnect session into the freshervice ticket notes, and only if the screenconnect session is manually renamed to Freshservice-##### (where ##### is the ticket number.) Is that right?
I guess posting the session data back to the ticket is useful functionality, but I can't see it getting much use if the tech has to rename every session to make that happen.
Is that what anyone else here expected from an integration of a ticketing system and remote control platform? I was expecting freshservice to add a link/button in the ticket screen to launch a screenconnect session to the computer in the ticket. (Or, if not used with the screenconnect agent, then to create a session and send an invite to the user automatically.) Was I way off base on my expecations for what "Integrate your instance of ConnectWise Control with Freshservice." means?
Amen. This is exactly what we were thinking / expecting it to be as well. Not seeing much value with the current iteration to be honest. We were also hoping for a seamless way agents can click on a requester in FreshService to initiate a ScreenConnect session...
I'm with @NeighborGeek here, I could have sworn that the initial sell of this integration was so that technicians could seamlessly initiate sessions from the ticketing system and import the session data, including a recording of the session, rather than having to live in two systems and manually exporting audit log data for an overview of the technician's session.
For the amount of time this has been bumped, this is a pretty disappointing release. Are there plans to continue building this integration to have more value added?
Wait a minute... I'm watching the video from the freshservice page for this integration, and once it gets past the configuration it appears to show how to use the integration. If I'm understanding this right, all it does is post data from a screenconnect session into the freshervice ticket notes, and only if the screenconnect session is manually renamed to Freshservice-##### (where ##### is the ticket number.) Is that right?
I guess posting the session data back to the ticket is useful functionality, but I can't see it getting much use if the tech has to rename every session to make that happen.
Is that what anyone else here expected from an integration of a ticketing system and remote control platform? I was expecting freshservice to add a link/button in the ticket screen to launch a screenconnect session to the computer in the ticket. (Or, if not used with the screenconnect agent, then to create a session and send an invite to the user automatically.) Was I way off base on my expecations for what "Integrate your instance of ConnectWise Control with Freshservice." means?
Hi everyone, I have a great update. It's live!!! https://www.freshworks.com/apps/freshservice/connectwise_screenconnect/
Let me know if there are other questions or comments, I can pass them back to the Freshservice team.
Maybe it's just me, but this isn't super intuitive. The item in the freshservice marketplace just has a button that says 'visit site to install' which links to https://screenconnect.connectwise.com/. Looking at their 'how to install' directions & video, it says I need an API Token from the screenconnect account, but I don't see that anywhere in my admin settings. Can you clarify what is needed here?
FreshService used to have a ConnectWise Control integration in their marketplace, but they said they had to take it down because "we use APIv2, but ConnectWise uses v1, so it will no longer work so we took it down" according to the developers at FreshWorks.
I would really like to have the integration back. Would love it if ConnectWise could update the API.