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If you are using Freshservice to support customers or colleagues, it is now possible to remotely access the end user's computer to troubleshoot an issue easily, closely and efficiently, by launching the connection from the support ticket itself. Splashtop On-Prem, a top notch remote desktop solution with in-house deployment capability, is currently available to seamlessly integrate with your Freshservice account.This article will guide you through the setup of the integration and how to use Splashtop to support your Freshservice end users.Set Up Splashtop On-Prem - Freshservice IntegrationThe setup of Splashtop On-Prem - Freshservice Integration is a one-time effort to connect the two systems using an API key. You'll need an administrator account for both Splashtop On-Prem and Freshservice to carry out the task.1. Generate API key from Splashtop GatewayOnly a team owner is able to generate API keys from Splashtop Gateway.Log in to Splashtop Gateway using team owner account, and browse to Settings > Team Settings > Attended access > Third Party Integration.Click on the button Setup API Key.In the pop-up window, check the checkbox at the beginning of the Freshservice row. This would generate an API key in the Key field.The API key can be replaced with a new one by clicking on Get New Key button. The previous key will then be nullified.2. Install Splasthop SOS On-Prem app in Freshservice MarketplaceOpen Freshworks Marketplace from: the search box, enter "Splashtop", and choose "Splashtop SOS On-Prem" app for FRESHSERVICE.Click Install button and enter your company's Freshservice page to proceed.3. Apply API keyPlaceholder %%LINK%% contains the information of Splashtop Gateway address and the SOS download link.When the integration is commissioned successfully, a Freshservice technician (Agent) should be able to see the Splashtop SOS On-Prem app inside the APPS window on the right of a ticket.A Standard Flow of Using Splashtop On-Prem with FreshserviceSplashtop On-Prem facilitates Frehservice technicians (or agent) to reach out to the computer of an end user (or requester) so that problem troubleshooting can be much more efficient. To walk through the support cycle with Splashtop On-Prem inside Freshservice platform, the technician should have Splashtop On-Prem client app installed in his computer.To learn how to install Splashtop On-Prem client, please refer to the article below: be reminded that only Windows and Mac clients are supported right now.The end user does not need install anything in his computer.1. End user (Requester) submits a ticket from Freshservice portal2. Technician (Agent) opens the ticket. On the Splashtop On-Prem SOS app, click on the link “Create an SOS download link”.The app window will change to as below:3. Technician clicks “Insert download link into ticket comment”. A URL link with SOS code is inserted into a reply of the ticket, which the technician can

Remote access and support experience that you need, with security you can trust Easily provide secure remote access and support across your organization. Work from anywhere with remote desktop access to your powerful office computer from a laptop or mobile device. And IT & helpdesk teams have all the features they need to manage remote support for their entire organization. Why Splashtop - Anytime unattended access with 4k streaming - Simple on-demand support across all platforms - Security you can trust to enable users to work from home - Live support when you need it Experience Splashtop Today – Start a Free Trial 1. Download the business app on the devices/computers you would like to connect from 2. Sign up for a free trial and create a Splashtop account 3. Download the streamer (splashtop.com/streamer) on the computer you would like to connect to 4. That’s it! Login and start your session! *For attended access, please have your end-user download the Splashtop SOS App to their computer or mobile device. Key Features: - Broad Device Support – iOS, Android, Windows, Mac, & Linux - Cross-Platform - File Transfer - Multi-to-Multi Monitor - Remote Print - Chat - User Management* - Group View* - Remote reboot and reconnect* - Unattended Remote Control* - Attended Remote Access and Remote Control* - Session Recording* - SSO** - Remote Device Management** *SOS and Enterprise **Enterprise Splashtop Products – Pick the product that is right for you! - Splashtop Business Access (splashtop.com/business) - Unattended desktop remote access for individuals and businesses to control computers from anywhere - Splashtop SOS (splashtop.com/sos)– Attended and unattended remote access and support for IT and Helpdesk teams - Splashtop Enterprise (splashtop.com/enterprise) – Attended and unattended remote access and support with SSO/SAML integration, remote device management, and more!

Download and use the Splashtop Business app on an unlimited number of devices. There's no limit.Put the Splashtop Streamer on the computers you want to accessTo get the computer you want to remote into set up, login to your Splashtop account at and select “Add Computer”. This will take you to the Deployment Package page where you’ll get a link that you can send to the computer that you want to remote into. Open the link from that computer and it will take you to a page where you can download the installer and follow simple instructions to set up.After that, you’ll be ready for remote access! Simply open the Splashtop Business app, select your computer from the list, and you’ll be connected to it instantly for fast remote access.I have been trialing several options on remote access over the past month and Splashtop has been by far the best for our needs. Kudos to the Splashtop team for putting together a great package, with useful / practical options. I need a product and company I can trust and rely on... keep up the good work. - Darryl CollinsI have worked with GoToMyPC and LogMeIn, and Splashtop is a way better product. The ease of use, the ability to assign certain computers to certain users, the ability to log into a PC from your phone or tablet as well as a computer. - Charles Spivey, Trusted Senior Specialist, LLC