Remote Support made simple – Connect to your users’ devices from your tickets.

Splashtop has now integrated with Zendesk to enable your technicians to remotely support your users using the Splashtop On-Demand Support (SOS) service.

With the integration, you can easily initiate a remote desktop connection to your users’ computers to provide support, directly from within Zendesk tickets! It takes only a few clicks to start a session. After the support case ends, a record of the remote session is automatically inserted into the ticket. Your users do not need to have any software pre-installed for all this to work.

Splashtop On-Demand Support is a solution optimized for MSPs and IT professionals looking for a fast and user-friendly remote support solution, with high performance and robust security.

Key features
  • Easily start a remote session to user’s computer from within a ticket.
  • Full Splashtop features are supported in a remote session, e.g. file transfer, remote reboot, chat, multi-monitor, copy-and-paste, share technician desktop, etc.
  • Automatically insert the session logs into the ticket after closing the support session.
  • Remote sessions are fully encrypted.
Install the app
  1. Install the app from Marketplace.
  2. Create the customized comments in Custom ticket comments to customer field. Please use %%LINK%% as the placeholder for actual SOS download link. E.g., Please download and open SOS from %%LINK%%.
  3. Follow the instruction to create an API key then insert to the key field: https://support-splashtopbusiness.splashtop.com/hc/en-us/articles/360034476831-How-to-Set-Up-API-Keys-for-Third-party-Integration
  4. Click Install then you are ready to go!
Getting started
  1. Click Create an SOS download link to create a link for your customers to download SOS agent.
  2. Click Insert download link into ticket comment, then update your ticket to share the link. Or click Copy and share the link yourself via email or other messaging.
  3. That’s it! Click Connect to connect to the customer’s computer.
  4. When you’re done, click Close the support case to close the support session. Session logs will be automatically inserted as ticket comments.
  1. Please make sure you have Splashtop Business app installed on your local computer (on the technician side).
  2. Before you can connect, your user needs to click on the SOS download link and run the SOS app.

App Details

  • Author: Splashtop
  • Price: Free
  • Support: Email / Website
  • Version:1.0
  • This is an app. It will install right into your Zendesk Support account.

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