Thank you for the update.  I also appreciate you setting expectations for what might be possible in the future.  In my case, the vast majority of our Screenconnect use is for Access sessions, so at least it's good to know that even if functionality is added this particular integration is unlikely to be a good fit for our needs.  We're still quite happy with screenconnect overall, and at least now I can stop telling my helpdesk that this is coming.  :) 

Wait a minute... I'm watching the video from the freshservice page for this integration, and once it gets past the configuration it appears to show how to use the integration. If I'm understanding this right, all it does is post data from a screenconnect session into the freshervice ticket notes, and only if the screenconnect session is manually renamed to Freshservice-##### (where ##### is the ticket number.) Is that right?

I guess posting the session data back to the ticket is useful functionality, but I can't see it getting much use if the tech has to rename every session to make that happen.

Is that what anyone else here expected from an integration of a ticketing system and remote control platform? I was expecting freshservice to add a link/button in the ticket screen to launch a screenconnect session to the computer in the ticket. (Or, if not used with the screenconnect agent, then to create a session and send an invite to the user automatically.) Was I way off base on my expecations for what "Integrate your instance of ConnectWise Control with Freshservice." means?

Maybe it's just me, but this isn't super intuitive.  The item in the freshservice marketplace just has a button that says 'visit site to install' which links to https://screenconnect.connectwise.com/.  Looking at their 'how to install' directions & video, it says I need an API Token from the screenconnect account, but I don't see that anywhere in my admin settings.  Can you clarify what is needed here? 

Caitlin -  I'm still not seeing it in their marketplace, could you check in with your contact at Freshervice for an update? 

Agreed, a direct lookup and copy/paste of the laps password would be helpful. 

Caitlin - Did you find anything on this? We've just started a trial of Connectwise Control as we're looking for a new service, and integration with Freshservice would definitely be a point in favor of your product...