Integration with remote support tools

Purpose

1. The automation purpose is to integrate remote support tools with IT helpdesk systems to automatically facilitate, monitor, and optimize support delivery, improving response times, ticket resolution efficiency, compliance tracking, and end-user satisfaction by automating remote access, authentication, session initiation, monitoring, post-session reporting, and escalations, as well as integrating session logs and analytics into IT management platforms.

Trigger Conditions

1. New IT helpdesk ticket submission tagged for remote support

2. Escalation trigger for unresolved tickets

3. Scheduled remote support appointment

4. End-user request for live technician connection

5. Asset flagged for urgent maintenance

6. End of remote support session triggers follow-up survey

7. Receipt of diagnostic alert from endpoint monitoring solution

8. SLA breach detection on pending support tickets

9. Request for audit or compliance report generation

10. Onboarding or offboarding a user requiring remote provisioning/deprovisioning

Platform Variants

1. TeamViewer

• Function/API: Start remote control session (POST /sessions) – Configure API credentials, automate session initiation and invitation email.
  

2. AnyDesk

• Feature: Auto-connect URL generation – Set up automation to create and send session links to end-users.
  

3. LogMeIn Rescue

• Function: Sessions API (POST /sessions/start) – Automate session creation and pre-fill device details.
  

4. ConnectWise Control

• API: CreateSupportSession – Automates on-demand session creation and sharing link via email/SMS.
  

5. Splashtop

• Feature: Remote Support API – Use automated triggers to establish remote access for device IDs involved in issues.
  

6. Bomgar/BeyondTrust

• Integration: Jump Client API (POST /jump-items) – Automatically deploy temporary support agents when needed.
  

7. Zoho Assist

• Automation: Start Session API – Send automated invitations and log session data in linked ITSM tool.
  

8. GoToAssist

• Endpoint: CreateSession – Automates support session generation and invitation to users.
  

9. Microsoft Quick Assist

• Feature: Windows UWP URI automation – Script session creation and auto-send session code.
  

10. Dameware Remote Everywhere

• API: StartRemoteSession – Set up automator to initiate sessions on ticket creation.
  

11. ISL Online

• Function: Start Session API – Automate timezone-aware invites to end-users.
  

12. RemotePC

• Setting: Autoinvite – Automate connection requests based on incident queue status.
  

13. Chrome Remote Desktop

• Feature: Auto-generate access code – Script access delivery via secure internal messaging.
  

14. VNC Connect

• Function: Establish session links – Use automation for unattended access initiation.
  

15. NinjaOne

• API: Launch Remote Tool – Auto-trigger remote access from device monitoring alert.
  

16. SolarWinds Take Control

• Automation: Generate session and relay instructions via automated email.
  

17. Kaseya VSA

• Feature: Live Connect Link Automation – Create instant session links on flagged events.
  

18. Remotely

• Function: SessionRequest endpoint – Set up workflow to invite user and launch session.
  

19. SuperOps.ai

• Integration: Remote Support API – Automate launching sessions and archiving activity logs.
  

20. Freshservice (with integrations)

• Setting: Trigger third-party remote support on ticket workflow – Configure to automate session request, logging, and reporting.
  

21. Ivanti Neurons Remote Control

• API: CreateSession – Initiate support with automation when device at risk detected.
  

Benefits

1. Automates remote support workflows, reducing manual intervention and human error.

2. Automating session initiation accelerates response to critical issues.

3. Automated tracking and analytics provide real-time insights and compliance reporting.

4. Automated notifications keep stakeholders updated throughout the support cycle.

5. Automator-driven ticket escalation and closure improves SLAs and customer satisfaction.

6. Automation enables standardized post-support follow-ups and knowledge base enrichment.

7. Automated integration ensures audit and compliance requirements are continuously met.

8. Automates cross-tool data sharing to streamline documentation for IT management.

9. Secure, automated session launch improves incident security and reduces unauthorized access risks.

10. Scalable automation allows simultaneous handling of multiple remote issues with minimal resource increase.