Helpdesk Integration with TSplus Remote Support

Freshdesk

Pre-requisites

With this feature, you will be able to link remote support sessions with Freshdesk tickets, streamlining your support workflow.

To begin using this integration, make sure you have:

  • A Freshdesk account with API access.
  • A dedicated Freshdesk user with permission to create and update tickets.
  • TSplus Remote Support version v3.90.1029 or higher.

Important: The API key should be generated by a user with appropriate ticketing permissions, and we recommend using a non-personal user account for this purpose.

For that, it would be best to create an agent with "Ticket collaborator" role :

  • It has just enough permissions for this feature (write privates notes)
  • it does not cost money, as support agent role would

To create this type of agent in Freshdesk:

  1. Go to settings and click on Agents. Freshdesk settings

  2. Create a new agent.

Freshdesk - create new agent

  1. Fill the following information.

Freshdesk - new agent fields 1

Freshdesk - new agent fields 2

Then, you can go to the new user profile settings, to get the API key:

API Key location in Freshdesk

Setting Up Freshdesk Integration

  1. Open the TSplus Remote Support admin console.
  2. Locate the Freshdesk Integration section.
  3. Enter your Freshdesk Domain and API Key.
  4. Check Enable to enable the integration.
  5. Optionally, test your connection by clicking the Test button.

Admin console: Freshdesk Integration section

How the Integration Works

1. Automatic Ticket Linking

When a support agent starts a session, TSplus Remote Support will automatically search for any open Freshdesk tickets in the web browsers.

  • If one ticket is found, it will be automatically linked, and a tooltip will notify the agent.

  • If no ticket or multiple tickets are detected, the agent will be prompted to manually enter the ticket ID using the Freshdesk button, which opens a window for entering ticket information and enabling the linking option.

    Manual ticket linking window

2. Adding Notes at Session End

At the end of the support session, TSplus Remote Support will gather and upload the following information as a private note on the Freshdesk ticket:

  • Files downloaded by the support agent (limited to 20MB total).
  • The chat log from the session.
  • System information from the remote machine.

This data will automatically be added to the Freshdesk ticket as a private note for future reference.

Other

For more details on Freshdesk’s API, you can refer to the official Freshdesk API Documentation.