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

• Launch ScreenConnect session from within the active FreshService ticket 
  • Existing Agent - Search from the integration by hostname, user, serial number, site, or other values; clicking launch would pass the ticket parameters to ScreenConnect and feed back details to the ticket.
  • New Support Session - ability to launch a new ScreenConnect Support Session in a browser tab/window with the ticket number associated to session name/details; enable details to be passed back to the ticket during or at the conclusion of the host connection to the session
• Search and interact with all of the ScreenConnect modules for a machine such as Timeline, Messages, Commands, Processes, Notes, Software, etc; if possible, without leaving the ticket, but a secondary window would work
• Log session details, notes, and pictures back to the ticket as a private note

What else are we looking for???

What is the status on this?  This thread is 5 years old and is "under review".  Let's get 'er done...