HaloITSM SimpleHelp Integration
Integrate SimpleHelp with ITSM software to remote control assets
HaloITSM integrates with lots of your favourite programs. Rather than giving you an inferior product, we allow you to use the best in class alongside our help desk software. Remote Support is key for any IT support desk, and one of the most powerful yet simple programs available is SimpleHelp.
SimpleHelp creates a “remote server” in your chosen environment. This is usually a Microsoft Windows server, with a public IP address assigned to it, to ensure connection to anyone anywhere. Once setup, an administration module allows you to set up “Technicians” and then “Customers” access programs.
The integration we offer takes the SimpleHelp platforms, and integrates them seamlessly into the HaloITSM main screens. An area specifically created for remote support allows your Agents to see when customers have joined the queue, connect with their desktops, record notes and time as the session continues, and create or update tickets. The Agent doesn’t need to remember another login, as it uses the HaloITSM Agent data to connect.
From the customer point-of-view, the self service web interface allows them to join a queue on demand, or be invited by an Agent through tickets, or even outside of them by email. The customer then downloads a personalised executable, with all of their details in it to pass to the Agent.
The HaloITSM integration with SimpleHelp is integrated with the phone system interfaces in HaloITSM, as well as tickets, as well as the time management parts as well. Remote to the desktops of your customers quickly and easily, without having to leave the HaloITSM interface.
- Create your own remote support server, so your own team can support and monitor the server.
- Gain back the control that your hosted platforms take away from your teams.
- Connect to your customer desktops straight from the HaloITSM main screen interface.
- Integration with the HaloITSM telephone system interfaces to start sessions immediately from calls.
- Agents do not need to remember another login, as integrates with HaloITSM Windows Authentication.
- Allow your customers to join the queue for remote support at their own convenience.
- Customers can be invited to join a remote session at their convenience, and will show when they connect.
- Allow your customers to join the queue for remote support at their own convenience.
- Customer interface passes all the details to your Agents for efficiency and accuracy of data recording.
- Tracks time of sessions recording against tickets and Agents timesheets, if needed.
Your customers can request support in just two clicks! The support application gathers information from your customer and their computer, and adds them into your support queue. In seconds, your Agents can view and control their computer all from the HaloITSM interface.
To find out about our other integrations available, visit our integration page.
