<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What is the Splashtop Integration?</strong></p><p><strong>- Configuring the Module</strong></p><p><strong>- Setting up Unattended Access</strong></p><p><strong>- Setting up Attended Access</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Splashtop Integration?</span></strong></p><p>The Splashtop integration with Halo is used for attended and unattended support from a remote location. </p><p><br></p><p id="isPasted"><strong><em>Note: You have to be using Splashtop Business.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring the Module</span></strong></p><p>The remote support integrations can be found in Configuration > Remote Support.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3MmM3MzFhLTIwNzYtNDdmYy1hNGM1LWRiNGI0MWNjNThmOCJ9.KxmTDItm2SM2k40Cvvx1KSfvEQv3m9TQKdMt5G2MkO4" class="fr-fic fr-fil fr-dib" width="520" height="382"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module.</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting Up Unattended Access</strong></span></p><p><span style="font-size: 11pt;">The email address type can be a fixed email which you will input or it can be the email of the current logged in agent. The asset MAC Address Field can be the Halo IP Address, MAC Address, etc.</span></p><p><br></p><p data-pasted="true"><em><strong>Note: the Splashtop Integration does not support Android Devices. </strong></em></p><p><span style="font-size: 14pt;"><u><strong><br></strong></u></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1YjQ0MjdlLWY2YWUtNDNlZi1iYTVkLWE5ZTczZTNkMzAzYiJ9.SIapQgKDdd51c0R9C55JRPhTK5KHOaBKv644Iiz8b4o" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 453.71px;" height="454"></p><p><strong><span style="font-size: 10pt;">Fig 2. Unattended access.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">A secondary asset MAC address field can be set. When set, you will be able to choose which MAC address to use when remoting in to an asset. Two buttons will be available against each asset, one for each address. </span></p><p><br></p><p>Then add the field you have chosen on the dropdown, onto your asset types you will be remoting on to.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5YTZlZmUzLTc5ZDQtNDM2Yi04OWU2LWM4NWM5YmIxOTdlOSJ9.gMo_oz2sUlghwTksj6RxLLVl3qf5gBq0EthWZYDUs-c" width="1208" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1210px; height: 394.508px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="395"><strong><span style="font-size: 10pt;">Fig 3. Asset field list.</span></strong></p><p><br></p><p>Now add on the Mac address of the asset into the MAC Address field, do the same for the IP Address etc, if that is the field you have chosen. This can be found in the command prompt of the asset, by going to "ipconfig"</p><p> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjNTE2MWZkLWNjZDQtNDBlNy1hM2U0LWU2OTY2YzY1NmU5ZiJ9.l3YKLsH7gakFAEJrRd-VkJpKNK8Lt4Vnyv9Azwg20Iw" class="fr-fic fr-fil fr-dib" width="360" style="width: 360px;" height="55"></p><p><strong><span style="font-size: 10pt;">Fig 4. ipconfig.</span></strong></p><p><br></p><p>Then go to the following section and add in the physical address number into the MAC Address field of the asset (this field is only alphanumeric, do not add in dashes).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZjY0YWYxLWZlNWMtNGVjYi04YjhhLWJkNTlkMDhiZmI0MiJ9.cNclPNvtPevr2iruuBTasDZtwalmAg0XokdkvOpfc6I" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 250.4px;" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 5. Ethernet adapter Bluetooth Network Connection section</span></strong><strong><span style="font-size: 10pt;">.</span></strong></p><p><br></p><p>It doesn't have to be MAC Address, you could use anything in the dropdown, as long as you add the field to the asset type field list and populate the field on the assets you are remoting on to. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1NjcyY2RjLTZjZWQtNDdiMi04ZDgyLWZkY2IwYjNiMjljOCJ9.9W9VnYDbELOmbkLxvKGWz50CPR0xxd1niWoB6pEG704" class="fr-fic fr-fil fr-dib" width="269" height="88"></p><p><strong><span style="font-size: 10pt;">Fig 6. IP address.</span></strong></p><p><br></p><p>Once the field has been populated with a correct input, the "Splashtop" action, which you can click allows you to login to Splashtop to remote onto the asset. An additional action will be available if you have set the 'Secondary Asset MAC address field'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjMTllOWY1LTU3ZGYtNDg4Zi05M2RkLWI4Nzk0MmZhZWUzYSJ9.whmDKpCPFg2MxNvQ-GGI2gBwO_0pgfe16lzkmyoHU8s" class="fr-fic fr-fil fr-dib" width="1025" height="150"></p><p><strong><span style="font-size: 10pt;">Fig 7. Splashtop button on an asset.</span></strong></p><p><br></p><p>Make sure Splashtop streamer is running on your computer. Before remoting on, you will be asked to login to Splashtop.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0YmFjZDdkLThhOGYtNGZlNi1iNDkxLWM1MzAxYTE3ZjY3ZSJ9.amGjSdajmPeGTL6IvxMCUcrjtv07695Ka_jA0SEmRiA" class="fr-fic fr-fil fr-dib" width="413" height="674"></p><p><strong><span style="font-size: 10pt;">Fig 8. Splashtop login.</span></strong></p><p><br></p><p id="isPasted">Splashtop options from left to right: Connect, File Transfer, Chat, Remote Command, System Tools, Info.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNjkzNGY2LTY4MzgtNGFjZS1hZmQxLWNiYzgzZWI5ZDk2MCJ9.8kRTYrQSml4jSCxwfNGVhml6qZBd60Xx3FKLTSUaw9E" width="623" height="114" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Splashtop options.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up</span> <span style="font-size: 14pt;">Attended Access</span></strong></p><p><span style="font-size: 11pt;">Within an agent (Configuration > Teams & Agents > Agents) navigate to the integrations tab and authorise. Reload the page and change the default channel, can be private or default.</span></p><p><br></p><p><strong><u><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMzU1NTVmLTA3ZjMtNDFmMS04OTVmLTRkMDc2YzY1ZWM0NiJ9.wgWgFoxjqb93nxHwx_ni6GN1epBxbYCwIkmOLkJqjoI" class="fr-fic fr-fil fr-dib" width="708" style="width: 708px;" height="397"></span></u></strong><strong><span style="font-size: 10pt;">Fig 10. Authorised.</span></strong></p><p><br></p><p><strong><u><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkODQzNWM0LTRmYTYtNGMwYi04YzgwLTIxNTE1ZGM3ZmIxNiJ9.mjo67jVKG2-lj0-bCEeO3SUQSdDXHOZnk94Wgd1SC18" class="fr-fic fr-fil fr-dib" width="380" style="width: 380px; height: 208.423px;" height="208.423"></span></u></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Default channel.</span></strong></p><p><br></p><p>This can also be completed through the individual agent's profile so non-admins can authorise to use the integration themselves.</p><p><br></p><p id="isPasted"><span style="font-size: 12pt;"><strong>New Tickets</strong></span></p><p>A remote session invite can be sent to the user when an agent logs a new ticket by including the "Remote Session Channel" and "Send Remote Session Invitation" fields on the new ticket type.</p><p><br></p><p>Configuration > Tickets > Ticket Types > *Defaults Tab (On the older versions it may be under a different tab)*.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxZDVjMjFhLTI2NzUtNDUxYi04NTc0LTE2ZjA3ZjA2YWFmYyJ9.W4P8ul0ptLF7b6JpggMAArFGLF3txyaInGehSHWOFgE" class="fr-fic fr-fil fr-dib" width="262" style="width: 262px;" height="74"></p><p><strong><span style="font-size: 10pt;">Fig 12. Invitation option.</span></strong></p><p><br></p><p>You can set this dropdown to send an invite when a new ticket is logged.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiZTBkZjkxLTdiNWMtNGI0Ny04ZGJhLTAyMzBkZTdhNjYyMiJ9._rWoJK0KlbCEEkFAzn9rgvKVE-cVUhgKBw0J1x2jp5o" class="fr-fic fr-fil fr-dib" width="551" style="width: 551px;" height="80"></p><p><strong><span style="font-size: 10pt;">Fig 13. Fields.</span></strong></p><p><br></p><p>Adding the fields to the ticket type, will mean these two options are included on the ticket creation screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNTJjYTQ2LTliYTMtNGYzNi04NDAwLTkyNjg2OTk3OTVkNyJ9.axogo_VnqZ4Yw7feGN3LGgKIMX92rRzr6yANuDwxfp0" class="fr-fic fr-fil fr-dib" width="792" style="width: 792px; height: 196.795px;" height="196.795"></p><p><strong><span style="font-size: 10pt;">Fig 14. New ticket screen Splashtop options.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Actions</span></strong></p><p>To send a remote session invite using an action you can create an action with system use "Remote Session Invitation". This will send an email to the user with an invite link. This uses the "Remote Support Invitation" email template. To change the template, you can head to Configuration > Remote Support > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjN2NmNjdlLTAzNTItNDk1YS1hN2I1LTY2MDgyZTRhOTcxOSJ9.M6bNejDI0dMcV_vjxqIhsgtupgVCON3Obhh2uzq17_0" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 405.701px;" height="406"></p><p><strong><span style="font-size: 10pt;">Fig 15. Invitations.</span></strong></p><p><br></p><p>You can include the "Remote Session Channel" field on the action to specify which channel to send it to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3OTE0Nzk5LTk5ZjUtNGJhYS1iYWRlLTUxNGEyNWExYTE0YiJ9.BqDxwfUqL-RglkdO09sGuWSTchEp4I3ZVpwb9oVGxdg" class="fr-fic fr-fil fr-dib" width="477" style="width: 477px;" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 16. Adding fields.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Details</span></strong></p><p>By enabling the Remote Support setting "Allow Agents to send quick Remote Session invites from the Ticket screen", you can send a remote session invite via the top right dropdown on the ticket details screen. This allows you to specify what emails to send the invite to and which channel to use.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkYmUzZTNmLTg5MTItNDVkOS05MzgzLTk4MjEzNmEwMWJlMCJ9.1kqVmQxLcI1NS7Pe1oqYxAAYzcIDHF-hquNB_s7rDnw" class="fr-fic fr-fil fr-dib" width="316" style="width: 316px;" height="397"></p><p><strong><span style="font-size: 10pt;">Fig 17. Send invite action.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMTAzMTNjLWEzOGUtNDU4My04YjU3LWJmNjlhZGJhYTgyMyJ9.BGIsu-euvqj1CPvSnlDNQvEP0m6XXJIjFk2o-6l0FRw" class="fr-fic fr-dii" width="678" height="444"><br></p><p><strong><span style="font-size: 10pt;">Fig 18. Popup to choose email address and channel.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Live Chat</span></strong></p><p>When an agent is using the live chat to talk to a user, they can use the "Send Splashtop Invitation" option from the top left menu to send a message with a link to the user. This will use the template specified in remote support settings.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjZmQwNTQ1LTMxMmUtNGRiYi04Mzc1LTVlZjBkNzEzM2IzOSJ9.6Y7EdpkiCa4gnGN_iD_iiQZvrLAgc_YaPohGWNgX59Q" class="fr-fic fr-fil fr-dib" width="287" height="345"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 19. Send invite from live chat.</span></strong></p><p><br></p><p>To update the ticket/chat the remote session was started from, the integrator must be configured to run the Splashtop Import. This needs to be enabled from the Splashtop Configuration in Configuration > Integrations.</p><p><br></p><p>This import will add an action to the ticket/chat when the remote session has closed. The time logged against the action will be the total time spent on the remote desktop sessions of the remote session. The note will include the comment for the Remote Session.</p>
