Remote sessions are the bread and butter of a technician’s everyday operations. Given how frequently you use them to help your clients, you need powerful remote desktop software that helps you easily start remote sessions.
That’s why we partnered with Splashtop to build a tighter, native integration, to make remote sessions a natural part of your workflow while you’re troubleshooting your client’s assets on the platform. By integrating Splashtop with SuperOps, you can seamlessly combine your tools and start remote sessions with a single click.
The best part? Splashtop is bundled with your SuperOps subscription. As long as you’re on any of our paid plans, you can provide remote support to your clients using Splashtop at no additional cost.
📝 Note: You can either integrate Splashtop with SuperOps using our reseller license or use your own business license.
Before you get started, please make sure to install the Splashtop Viewer App on your device if you are integrating Splashtop using SuperOps’ license and the Splashtop Business App if you are using your own license. These apps will be instrumental in helping you run remote sessions with your clients using Splashtop.
How to set up the integration:
It’s setup time! Here's how you can set up Splashtop:
1. Navigate to Settings > Marketplace
2. You will find Splashtop listed under the Remote Desktop section. Click the Integrate button on the right to open the configuration page and start the integration process.
3. Inside the configuration page, you will be offered two different licenses - the SuperOps Reseller license and your own business license.
Integrating Splashtop using SuperOps license:
1. To integrate Splashtop using SuperOps' license, go to Marketplace > Splashtop and enable the toggle button for Splashtop. Next, configure Splashtop at a policy level by defining remote desktop policies.
2. Go to Settings > Policy Management > Select the policy of your choice > Remote Desktop. Switch on the toggle for Splashtop.
3. Configure the Basic Settings for Splashtop. Here's what you can configure under Basic Settings:
Hide tray Icon: Hide the Splashtop Streamer icon in the system stray for your customers.
Display Name: Choose between displaying the name of the technician or the name of your company to your customers during the remote session.
Connection Duration: Configure the duration within which the Splashtop Viewer should be initiated once the remote button is clicked.
Request Permission to Connect: You can choose one of the following options:
Reject connection after request expires (At the login screen, reject automatically): If the client hasn’t accepted the connection request in 30 seconds, or if the user is logged out, the request will be rejected automatically. In this case, the technician will not be able to conduct the remote session unless the client approves the request.
Reject connection after request expires (At login screen allow automatically): If the client hasn’t accepted the connection request in 30 seconds, the request will be rejected. However, the request will be approved if the user is logged out. In a nutshell, the technician will be able to conduct the remote session if the client accepts the request or is logged out of the device.
Allow after request expires: If the connection request expires, the technician will be allowed to go ahead with the remote session. In this case, the technician can conduct the remote session unless the client explicitly rejects the request.
Off: In this case, the technician will not need to send permission to initiate a remote session with the client’s asset.
4. Hit Save once done.
Note: Splashtop needs to be enabled at a policy level, it will work only on assets for which a remote desktop policy is defined.
Integrating Splashtop using your own license:
Before beginning the configuration in SuperOps, manually download the Splashtop streamer from your account into all your assets.
To do that, log into your Splashtop Business account and select + Add Computers as shown below.
3. On the download page, you can either choose to download the Splashtop Streamer in that particular asset alone, or you can get the download link and use it to download the Streamer in different other assets.
4. Once the Streamer is successfully downloaded in all your assets, go to the Configuration page in SuperOps.ai and switch to the Own License tab.
5. Here, enter the email address associated with your Splashtop business account and click Save.
6. The integration will now be successfully enabled between both tools.
Initiating remote sessions for assets:
Once the configuration is complete, you only need to initiate Splashtop remote sessions for your assets.
To do that, navigate to Modules > Assets
In the asset list view, you will find the Tools icon on the left when you hover over any particular asset.
Click on the tools icon and select Splashtop to initiate a remote session.
📝Note: It may take up to 20 minutes for Splashtop to successfully register a new asset. To avoid any potential session failures, initiate your remote sessions 20 minutes after registering a new asset.
5. Or, click on any asset and you will find the Remote button on the top right corner of the page choose Splashtop to initiate the remote session for that asset.
📝Note:
For Windows, you can download the Splashtop Viewer app here:
(Please ensure that the app version is 1.0.2.0 or later.)
For Mac, you can download the Splashtop Viewer app here:
(Please ensure that the app version is 1.0.2.1 or later.)
Splashtop for mobile:
You can use Splashtop to run remote sessions and fix issues on the go with SuperOps.ai’s mobile app.
There are two convenient ways to initiate remote sessions:
In the Asset List view, press and hold an asset to open a list of asset actions. Select Splashtop from the remote section to log in.
2. On the Asset Details page, you will find a Splashtop icon in the header. Click the icon to start the remote session.
📝Note:
In order to remote in, please ensure that you have downloaded version 3.5.8.7 or any later version of the Splashtop RMM mobile app on your mobile.
Also, make sure your SuperOps.ai mobile app has been updated to its latest version.
This feature is available for both Android and iOS devices.