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SimpleHelp Automatic Integration

NetHelpDesk has integration with SimpleHelp remote software. The integration can:


1. Pre-Requisites

In order to use this feature and for this guide to be relevant, the following criteria will need to be met;

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2. Key Terms

Here are a few terms which are commonly used in this guide and in the application;


3. SimpleHelp Integration Screen

To begin setting up the integration with SimpleHelp, open the NetHelpDesk windows client as with an Administrator level NHD login, and go to N > Setup > Main Configuration > Remote Support. Without an Administrator level NHD login, you will be unable to see the N > Setup > Main Configuration screen at all. If you can, then you are definitely an NHD Administrator.

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Switch on the Remote Support button, from white to blue. This will display the Remote Support Settings page. The settings on this page relevant to the SimpleHelp integration, will be covered later in this guide.

From the Remote Support settings page, switch on the SimpleHelp button, in the Remote Support Integration section, from white to blue.

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Once done, if you hover over the text to the left of the button, and click, the SimpleHelp Integration setup screen will now be displayed. Please note that this screen can also be accessed from N > Setup > Main Configuration > Integrations > SimpleHelp.

The integration requires setting up in both NetHelpDesk and SimpleHelp. The majority of the SimpleHelp configuration can be done in NetHelpDesk, by setting up an automatic sync with the SimpleHelp configuration file. These parts are the Agent sync, and Field sync.

Some important criteria to be met, if wanting an automatic sync:

If it is possible for this criteria to be met, and the SimpleHelp button in the Remote Support Integration section was switched on, the Enable SimpleHelp integration checkbox will be checked, and the path to the SimpleHelp directory is required on the SimpleHelp integration page.

If it is not possible for this criteria to be met, you can configure everything in SimpleHelp manually. Click HERE to read the manual setup guide.

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Upon entering a path, if the SimpleHelp files are found, proceed to the Section 4. Automatic Setup to SimpleHelp to continue.

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Upon entering a path, if the SimpleHelp files are not found, see the basic troubleshooting section below.

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3.1 SimpleHelp Initial Potential Issues

When looking at the integration, a number of small issues appear, and these are worth noting.

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4. Automatic Setup to SimpleHelp

This section covers setting up the integration if you ARE able to access the SimpleHelp files from NetHelpDesk. If you ARE NOT, click HERE to read the manual setup guide.

Upon entering the file path, a message showing SimpleHelp files found will be shown. At this point, the URL of the SimpleHelp server will be automatically populated, and if this is incorrect, type the correct URL here. Once done, a number of settings on the screen will become available (not greyed out).

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4.1 SimpleHelp Agent Sync

A username and password is required for your Agents to use the SimpleHelp application, to join remote sessions for support of end-users.

The integration with SimpleHelp creates a sync of your NHD Agent accounts with SimpleHelp Agent accounts, using their names and email addresses. The accounts in SimpleHelp will become the sames as those in NetHelpDesk, and remote sessions will auto-populate the Agent name when launching SimpleHelp from NetHelpDesk. This is necessary for the integration to function properly.

The data sync includes:

NHD Agent Name

SimpleHelp Agent Name

NHD Agent Name

SimpleHelp Agent Full Name

NHD Agent Email Address

SimpleHelp Agent Email Address

NHD Agent Enabled/Disabled

SimpleHelp Agent Enabled/Disabled

The setup screen allows you to sync all Agents at once, and future changes or new Agent accounts will be included in the sync also, as long as the Agent making the changes has network access to the SimpleHelp files.

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NetHelpDesk will not allow for Agent passwords to sync to SimpleHelp for security reasons. However, this setup screen allows you to set a default password for Agents, which they will be asked to change once an Agent logs into SimpleHelp for the first time.

After the Sync NetHelpDesk Agents to SimpleHelp checkbox is selected, NHD will asks you if you would like to sync Engineers to SimpleHelp now. If you click no, there is a Sync Technicians Now button to perform the initial sync when ready.

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If you are not running the NetHelpDesk Windows program as an Administrator, as detailed in the prerequisites, a message may appear if it is unable to write to the SimpleHelp folder. It will launch a command prompt screen and temporarily escalate for you, so this can be achieved without any further intervention.

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Once performing a successful sync, a message will appear showing what account is currently syncing.

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Once completed, all of your NetHelpDesk Agent accounts will be available in SimpleHelp.

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When editing an existing NetHelpDesk Agent, the changes will be synced immediately if the SimpleHelp files are accessible.

When adding a new NetHelpDesk Agent, the changes made or new Agent will be synced immediately if the SimpleHelp files are accessible.

If either of these are not synced automatically, you will need to return to this setup screen, and click Sync Technicians Now button.

The remote support feature can be hidden per Agent in NetHelpDesk. Go to N > Setup > Main Configuration > Agents > Edit Agent > Features Visible.

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4.2 Potential SimpleHelp Agent Sync Issues

Hopefully, everything will be plain sailing, and you won't need to use this part of the guide. But, in case you do:

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4.3 SimpleHelp Field Sync and Field Mappings

To get NetHelpDesk to recognise remote sessions as a particular client, site, user or request, set up fields in SimpleHelp, and map them to NetHelpDesk fields, so that data captured in SimpleHelp can be associated with their corresponding NetHelpDesk fields.

Once done, the SimpleHelp fields will be filled in automatically when invitations are sent from NetHelpDesk, where applicable. The user will not need to enter any details when starting a session. When accessed through a link without an invitation, the user will fill these details in themselves before they join the queue.

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By clicking the link in the Field Mappings grid, to automatically add the recommended fields, a message will appear for you to confirm Would you like to sync Fields to SimpleHelp now?

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If the sync is successfully completed, the SimpleHelp Fields and Mappings will show mapping results.

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If the message below appears, that NHD is unable to write to the SimpleHelp Configuration folder, there may still be a permissions issue.

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By clicking OK, NHD will launch an elevated command prompt to move the updated SimpleHelp configuration file to the SimpleHelp folder in Program Files (..\configuration\serverconfig.xml).

To check if NHD has successfully managed to update the configuration file, browse to this folder, and check the modified date and time stamp against the serverconfig.xml file. Editing the file in a notepad program, you should see the fields have been imported OK. If not, go to section 4.7 for troubleshooting, or speak with the NetHelpDesk Support Team.

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You can map SimpleHelp fields to the following NetHelpDesk fields, and they will have the following uses:

User Name

Used to match to a User. Must match to a Site first.

Email Address

Used to match to a Client, Site and User. Also used to match to Active Calls.

Client Name

Used to match to a Client

Site Name

Used to match to a Site. Must match to a Client first.

Request ID

Used to match to a Request already in NetHelpDesk. Also matches Client/Site/User.


Our recommended settings are to have a field mapping for User name, Email Address (bold = mandatory), Customer name and Request ID. Email Address is mandatory, as this is the most reliable way of matching to the correct end-user in NetHelpDesk. The email address for each user in NetHelpDesk should be unique. If the Email Address is not found, it will also try a match on email domain to match to the Client and Site.

Email Address is also a mandatory field in SimpleHelp, so the user will need to specify one to join the support queue. Remote Invitations will only be able to include the parameters to auto-complete the fields in SimpleHelp, if all mandatory fields are filled in.


4.4 SimpleHelp Event Setup

The last part of the setup, is SimpleHelp Events. For NetHepDesk to be able to show SimpleHelp Support Sessions data, and record session times in NetHelpDesk, a SimpleHelp Event will be need to be configured in SimpleHelp.

To do this:

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4.5 SimpleHelp Working Confirmation

To confirm that this is working, go to another PC or Laptop, and browse to the URL of the machine you have installed SimpleHelp on. Three options will appear:

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Launch option A to start a remote access session, and join the queue.

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Back on the original machine, launch option B to start the Technician Console. The Remote Session should display in the queue, waiting for you to connect.

Simply double click on the entry on the queue, to complete the connection, and the remote session will begin.

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You should see a session in the queue in NetHelpDesk from either the Remote Support screen or Remote Support sidebar on the main screen. Click HERE to start using the SimpleHelp integration as an Agent to support an End-user.

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4.6 Advanced SimpleHelp Settings

The integration also allows you to customise the HTML for the embedded SimpleHelp link on the Remote Support page (covered later in this guide). In the template, where you see the $REMOTELINK placeholder, a button is produced using the code in this template.

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This can be used if you wish to add extra parameters to the SimpleHelp sessions or alter the appearance of the embedded download link. By default, this will be as recommended.

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4.7 Further SimpleHelp Troubleshooting

In the NetHelpDesk Web Portal folder, a new RichText folder has been added, with a Logs folder inside (..\NetHelpDesk\Web\RichText\Logs)

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Inside the log files, make sure that the SimpleHelp Event has both a Started and Finished action.

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If you have migrated SimpleHelp from one machine to another (a laptop to a server, for example) SimpleHelp produces a very specific string which is related to the machine it is installed on. So, in this example, the Laptop would have 1 specific identifier string, and the server one, another.

If you see this message:

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...this is related to the issue caused by migrating. The More Information link will suggest a few things in an online guides, but a few things to check with the NHD SimpleHelp install:

SimpleHelp also installs on port 443, and if you already have a website using port 443 with a https:// certificate, this may cause a Socket Error 443 error. Move the SimpleHelp server install to a new port. Add relevant port forwarding as you would any other website, and update the ServerAddress.txt file in the SimpleHelp folder to include the new port.

Click HERE to install SimpleHelp setup manually, instead of the automatic way in the above guide.


5. Remote Support Settings

Now that the integration with SimpleHelp has been set up and configured, we will now look at the settings relating to Remote Support in NetHelpDesk that are relevant for the SimpleHelp integration.

To access the settings for Remote Support, go to N > Setup > Main Configuration > Remote Support. You will need to be a NHD Administrator level user to see this option.

Ensure that the Switch is on for Remote Support on the Main Configuration Menu, and the Remote Support Integration is also switched on for SimpleHelp.

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6. Remote Support "Page"

The NetHelpDesk Self Service Web Interface is run by a program, which produces a Remote Support "page" in the portal. It is not a HTML page, and displays in the End-user and Agent LoggedIn.html pages. The "page" shows a link to download the SimpleHelp Customer Access application for End-users, and the SimpleHelp Technician Access application for Agents.

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The integration has been written into NetHelpDesk to provide a nicer user experience. As such, the applications Agents and End-users download from the NetHelpDesk Self Service Web Interface will include parameters in order to match sessions to records in NetHelpDesk, and so that the appearance of pages on the portal is consistent. It is not necessary to use the programs that can be downloaded from the standard SimpleHelp Welcome page.

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These methods are covered in more detail in the SimpleHelp Usage Guide.


6.1 Customise "Page" Display

The appearance of the Remote Support "page" can be customised using Option A, the Edit Remote Support Page HTML.

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Clicking this will show a screen where the HTML for the End-user remote support, Agent remote support, and the remote access pages can be edited. (Remember, Remote Access is a placeholder for future development).

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6.2 Add "Page" Links

A link can be added to the web interface HTML pages, as follows:

End-user Self Service Web Interface

$LINKTOREMOTE

Agent Remote Web Interface

$LINKTOREMOTETECH

Remote Access

$LINKTOREMOTEACCESS (Not Yet In Use)


6.3 Customisations

If you want to set up an easy, simplified URL, such as http://support.nethelpdesk.com/remote, to give to users over the phone to access the remote support page, a URL rewrite mapping can be setup in IIS for “/wb2.nhd?f=remote&remotetype=0”. This is advanced in nature, and should be carried out by a technical web integration expert. Speak with our Support Team for more information.

Access through a link on the Dashboard can be enabled using option B, or when disabled, this will stop users from joining the SimpleHelp Support queue without an invitation.

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7. Remote Invitations

If you wish to send Remote Support invitations to your customers, inviting them to join a remote support session, NHD allows you to add:

These invitations will contain a personalised, customised link ($LINKTOREMOTE) for the user to click, which will open a browser, and allow access the Remote Support "Page" to start a session.

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7.1 Canned Text Invitation

The canned text invitation can be used both on emails to end-user, and on the Live Chat feature. The Email Invite is Rich Text, the Chat one HTML. The text will need to contain $LINKTOREMOTE as either text, or as a hyperlink in order to generate the unique link, which takes the user to the Remote Support "Page".

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7.2 Email Template Invitation

The customisation of the Email Template allows you to change the subject of the email, and the body content. If you add $REMOTEINVITE to this template, it will replace it with the canned text set up above, meaning you only need to change the text used in the invite in the canned text.

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8. Remote Session Visibility

The Remote Sessions visibility can be customised in several ways:

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NHD allows particular sessions to only be visible to particular Agents, so that the queue does not show every session to every Agent.

Invitations that are sent from a standalone email, or from the Call screen will always be private. In other words, the user in the queue will only be visible to the Agent that sent the invitation.

Option A - Invitations sent from the new action screen (invitations for existing requests) can be visible to following:

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Option B - If the User Dashboard link is enabled, NHD will allow the session to be visible to all Sections, or a single Section.

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9. Remote Session Screen Settings

The Remote Session screen allows you to see additional information about the matched user for the session, make notes on an active session and choose what happens when the session is Completed.

There are a few options which can allow you to customise the use of this screen:

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Using these settings, you can make the integration behave differently according to your requirements. Examples:


10. Session Outcomes

Session Outcomes are similar to Call Outcomes. They are used to determine what happens when a session is completed. A request can be logged with particular attributes, or an existing request updated with particular attributes. A Session Outcome can be have shared usage (Call and Session) or be independent.

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To add, edit or delete an outcome, use the options in the Adding or Editing will display the Call Outcome setup screen.

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On this screen you can choose the Name and Sequence of the outcome, and choose whether it is for New Requests or Existing Requests. When the outcome is selected, Assigned Section/Agent, Status, SLA, Request Type, Categories and whether an email is sent can then be customised.


Click HERE to start using the SimpleHelp integration as an Agent to support an End-user.

Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.



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