Splashtop vs Datadog RUM

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.

Overview Datadog is a cloud-native SaaS platform that offers monitoring for infrastructure, application performance, logs, and more. By unifying multiple pillars of observability, Datadog helps dev and ops teams collaborate and troubleshoot more effectively. Datadog Real User Monitoring allows you to view user sessions for your app to understand the performance and errors for the end users, identify bottlenecks, and analyze user analytics trends over time. Details The Datadog RUM integration lets your support staff watch Session Replays, from native apps and web browsers, to aid in visual reproduction of the issue in the ticket Watch exactly what the user on the support ticket did; it’s as if you’re standing over their shoulder when they went through the issue Correlate what you saw on the frontend in the Session Replay to telemetry metrics: backend APM traces, browser debugging tools, and performance data Create playlists of all sessions where a user was affected by a bug or recurring support ticket to help group and prioritize the same issue Filter for all sessions by specific users, like a user who recently filed multiple support tickets or perhaps top tier users, and watch their Session Replays back-to-back Data Handling & Privacy This app transmits ticket requester attributes (user ID, email, name, external ID, and role) from Zendesk to Datadog to retrieve matching RUM sessions. All data is encrypted in transit using HTTPS. No data is stored outside of your Zendesk and Datadog accounts. For more information, see the Datadog Privacy Policy.