In this post, we’ll explore how integrating ISL Online remote support software with Freshdesk can streamline your helpdesk operations. This integration enhances productivity, simplifies workflows, and ensures secure, seamless support for your team and customers.
Why Smart Automation Matters
When it comes to running an effective helpdesk, automation is key—but only when applied intelligently. You might be surprised at how much time and money you can save with well-implemented automation.
Many companies claim that automation and AI alone will skyrocket your productivity, but simply automating isn’t enough to add real value. To maximize the benefits, you need to thoroughly understand your processes and apply strategic solutions.
That’s why, after analyzing the current needs of helpdesks and leveraging our extensive experience in remote support, we launched the ISL Online integration with Freshdesk, one of the leading customer support platforms.
Integrating ISL Online Remote Support into Freshdesk
If you’re already using Freshdesk and want to streamline ticket resolution, the ISL Online integration might be the perfect solution. This integration allows agents to initiate remote support sessions directly from Freshdesk, enabling quick and secure remote access to the devices of employees and customers.
Here are the main benefits of this integration:
- Centralized Access within Freshdesk: Agents can log into their ISL Online accounts directly from Freshdesk, eliminating the need to switch between applications and saving time during each interaction.
- Faster Response Times: Agents can invite customers or employees to join a remote support session directly from a Freshdesk ticket and connect to their devices without requiring additional software installation.
- Automatic Support Logs: Every remote session is automatically recorded in the corresponding Freshdesk ticket, providing a clear history of interactions for audits and reviews.
- Secure Support via Freshdesk: With ISL Online, every session is encrypted and compliant with security standards like ISO 27001 and GDPR, ensuring maximum protection for your operations.
How Does the Integration Work?
We’ve created a short video (2:43 min) to demonstrate the integration in action. The video explains two key aspects:
- How agents can quickly start a remote support session directly from Freshdesk.
- How customers can effortlessly join the session without any complications.
How to Set Up the Integration?
After watching the video, let’s go over how to set up the ISL Online and Freshdesk integration by following these steps:
Step 1
Go to the Freshworks Marketplace and search for the ISL Light app.
Step 2
Click “Install” to add the integration.
Step 3
Enable the App in Freshdesk. In your Freshdesk account, go to Admin on the left sidebar. Then, select Support Operations → Apps and click Manage Apps. Make sure the ISL Online app is enabled in the list.
Step 4
Start Using the Integration. Once enabled, agents will see the ISL Online app in the sidebar of each ticket, making it easy to launch remote sessions without leaving Freshdesk.
For more details, check out the ISL Online user manual, which provides all the information you need to make the most of this integration.
What Do You Need to Get Started?
Setting up the ISL Online and Freshdesk integration is simple and comes at no extra cost—you just need active licenses for both platforms. To activate it, head to the Freshdesk Marketplace and download the ISL Light app from Freshworks. Within minutes, your team can deliver remote support directly from Freshdesk, improving response times and boosting efficiency.
If you have any questions or need assistance with the setup, schedule a call with our team, and we’ll guide you through the process.
Not yet familiar with ISL Online’s capabilities? Start a 15-day free trial to see how our solution can transform your support operations!
Are you using another ITSM tool?
Read about ISL Online integration with ServiceNow
Read about ISL Online integration with SuperOps