RemotePC HelpDesk enables support agents to initiate secure remote desktop sessions directly from Zendesk tickets, allowing them to view or control customer computers via web-based connections with features including file transfer, multi-monitor support, and whiteboard collaboration. The integration streamlines customer support workflows by eliminating context switching between ticketing and remote access tools while maintaining security through TLS 1.2 and AES-256 encryption. Support teams benefit from faster issue resolution through real-time screen sharing and hands-on assistance without requiring customers to install additional software.
Vendor Description
Description
RemotePC HelpDesk offers the best performing remote support solution with near-real-time screen replication. Now you can combine the power of Zendesk ticketing flow with HelpDesk to deliver quick and reliable support to customers.
Create a remote support session directly from within Zendesk tickets. Share the session link with your customers and collaborate with them. View or access the customer screen remotely to help them with their queries.
HelpDesk key features at a glance:
On-demand attended remote support for your customers.
View or connect to their PC or Mac via the web over a secure session.
Use remote access features like file transfer, multi-monitor support, remote sound and whiteboard.
All support sessions initiated use TLS v 1.2 / AES - 256 bit encryption.
Installation
How to install
Search and install the RemotePC™ HelpDesk application from Zendesk Marketplace.
Create a custom comment template for your customers with the link for downloading HelpDesk in the Custom ticket comments to customer section.E.g., Download the HelpDesk setup by clicking the link below: %%LINK%% RegardsThe RemotePC HelpDesk Team
Create an API key in HelpDesk for third party integration and insert the key in Zendesk tickets.
Click Install!
How to get started with HelpDesk
Click Create link to generate a link for your customers to download HelpDesk setup.
Click Insert download link into ticket comment, then update the ticket to share the link with the customer. Note: Alternatively, you can copy the link and share with the customer yourself via email or other messaging.
Once the customer has downloaded and installed the HelpDesk setup on their computer you will see the Connect button. Click to connect to the customer’s computer.
Click Close support request to end the support session.
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