Freshservice

Freshservice’s integration with BeyondTrust Remote Support makes providing support even more seamless. Starting a remote session in BeyondTrust Remote Support is as easy as clicking a button on the support ticket. When the session ends, the session details, along with the system information and the transcript of the entire chat is saved to the ticket.

Integrating with BeyondTrust Remote Support uses the OAuth method of authentication. Steps are required in the Remote Support administrative /login interface, and Freshservice.

Once you enable the integration on both accounts, you can start a BeyondTrust Remote Support session from:

• The ticket description page, provided that an asset is attached to the ticket.
• The asset attached to the ticket, provided that the ticket has been assigned to an agent.
• The asset entry in the CMDB, even when there is no ticket.
• The self service portal. End users can start a chat-only session, which the support agent can elevate to a remote access session.

To use one of the first three options, make sure that the CI is pinned as a Jump Client in BeyondTrust Remote SupportBeyondTrust and its Hostname is updated in Freshservice.

In cases where a session is created without a ticket, from the CMDB, the portal, or from the representative console, a ticket is created automatically and the session details added to it.

Integration overview

This guides provides details of the following steps to create the integration:

• Create Client ID and Client Secret in Remote Support.
• Install and configure Remote Support in Freshservice
• Add Freshservice Webhook to Remote Support
• Add Custom Fields in Remote Support
• Add link to Freshservice from Remote Support Representative Console.

Should you need any assistance, please contact https://www.freshworks.com/support/.

Create a Client ID for Freshservice

Follow these steps to create a new API account in Remote Support, and generate a new Client ID and Client Secret.

1. Go to /login > Management > API Configuration.
2. Click Enable XML API.
3. Click Add to create a new API account. Name it Freshservice or something similar.
4. Set Command API to Full Access.
5. Under Reporting API, check Allow Access to Support Session Reports and Recording.
6. Under Configuration API, check Allow Access.
7. Make a note of the OAuth Client ID and OAuth Client Secret and store this information in secure location. These are used later in configuring the integration.
8. Click Save.

Install Remote Support in Freshservice

Follow these steps to install and configure the Remote Support app in Freshservice.

1. Log in to Freshservice using your admin credentials.
2. Navigate to Admin Settings in the left panel.
3. Click Apps under the Extensibility section.
4. The marketplace integrations page displays. In the search bar, search for BeyondTrust Remote Support to locate the app listing on the marketplace.
5. The App Listing page displays. Click Install to download the app to your Freshservice account.
6. On the next page, enter your Freshservice domain URL (https://your-domain.freshservice.com) and Freshservice API Key.
7. Click Validate.
8. Enter your BeyondTrust domain URL (https://your-domain.beyondtrustcloud.com).
9. Enter your BeyondTrust Client ID and Client Secret.
10. Click Install.

Add a Freshservice webhook to Remote Support

Once the BeyondTrust app is installed in Freshservice, follow these steps to add the webhook.

1. In Freshservice, choose Edit Settings from the Settings button.
2. The app displays the Webhook URL on the app configuration page. Copy the Webhook URL.
3. In BeyondTrust Remote Support, click Management on the left menu.
4. Click the Outbound Events tab.
5. Click Add under HTTP Recipients.
   • Enter a name for the event.
   • Paste the copied Webhook URL to the URL field.
   • Check Send Custom Fields.
   • Check Support Session End under Events to send
   • Click Save.

Add custom fields in Remote Support

Follow these steps to add custom fields.

1. In BeyondTrust Remote Support, click Configuration on the left menu.
2. Click the Custom Fields tab.
3. Add the following fields (click Add, then Save, for each field):

4. The entered fields display, with any other previously entered custom fields.

Add a link to Freshservice from Remote Support

Follow these steps to add the Freshservice ticket link to BeyondTrust Remote Support Representative Console.

1. In BeyondTrust Remote Support, click Console Settings on the left menu.
2. Click the Custom Links tab.
3. Enter a Name for the link.
4. Enter the URL, in the format: <your_freshservice_url>/helpdesk/tickets/%EXTERNAL_KEY%.
   For example, https://mycompany.freshservice.com/helpdesk/tickets/%EXTERNAL_KEY%
5. Click Save.

For assistance, contact https://www.freshworks.com/support/.