ConnectWise Control Remote Support
The ConnectWise Control Remote Support App for Zendesk allows you to create and join ConnectWise Control support sessions from the Zendesk ticket sidebar. After creating a session, the App presents a host join button and guest join URL to the Zendesk agent. Agents may click Generate Public Reply to populate the current comment with guest join instructions and a link to join the session. Additionally, Zendesk agents may click Refresh to check if the guest has joined the session. When the agent ends the Zendesk-integrated ConnectWise Control support session, ConnectWise Control updates the ticket with an internal note containing session summary information. Depending on how the ConnectWise Control administrator has configured the Zendesk Integration extension in ConnectWise Control, the internal note may contain the session chat transcript, session event history, session connection event history, session note history, and session capture download information.
Datadog RUM
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.
