ScreenConnect Integration on steroids
I was really excited to see ScreenConnect listed in the extensions! My two favorite things coming together like peanut butter and jelly. Setup was easy. I would like to suggest some next step features for this pairing.
1. Maybe the easiest to implement. When you create a session from within a ticket, an invitation email is sent to the user. Maybe the flow is like check box for "send invitation", if you enter an email address, it will go to that email address, but if you leave it blank it would go to the user's email address if you have multiple portal users setup, or just the email address on file in the case where that's the only address on file.
Don't know if the APIs are in place for this, but if you generate a session from within a ticket, then when that session is created, log it in the ticket. When the session is joined by the user, log it. And when the session is closed on the user end, log that too.
Assets - since we have assets, it would be AWESOME if they were somehow linked to an existing unattended access in screen connect. And even better... Poll screen connect for the sessions, and create assets in repairshopr with whatever screenconnect already knows. Then, when you assign an asset to a ticket, the screenconnect button would just connect you to the computer.
Danny Hernandez commented
I second this!
3. Assets - since we have assets, it would be AWESOME if they were somehow linked to an existing unattended access in screen connect. And even better... Poll screen connect for the sessions, and create assets in repairshopr with whatever screenconnect already knows. Then, when you assign an asset to a ticket, the screenconnect button would just connect you to the computer.
1. Have SC linked to an asset.
2. Have RepairShopr query SC for session stats to add into ticket.
A little cumbersome implementing at first (wasn't sure how the process worked from within a ticket. Clearer documentation needed. Would also love to see it collect Asset info as Adam commented. Also, time tracking would be really useful. I'm one that always forgets to start the timer on remote support calls. Always have to refer to the phone call log. Would be really useful if the timer does this for you.
Jeremy Roe commented
We MOSTLY use unattended sessions - #3 is most critical here - existing screenconnect integration is virtually useless for us.
Chad Pilster commented
What about having the client able to start a ScreenConnect session right from their login portal? If they have an issue, they login, and connect.
Alex Hovsepian commented
Yes this is needed!!!! PLEASE!
Love the idea of automatically adding assets based on screenconnect's info!! That would be huge.
Option #3 is needed. Ability to link asset to SC instance is important. I don't know about pulling form SC but maybe as an optional feature (disable/enable). I would prefer integration with our RMM for Asset information.
Please add the features for #1 in OP. Being able to email the newly created session to the customer without any copy paste action would be great.