If your helpdesk runs from a ticketing system, you can create DesktopAgent support links from there instead of from the console. The technician never leaves the ticket, and the link can carry the ticket number.
Before you start
You need an API key with the Create DesktopAgent support links permission. It doesn't need Use automation unless you also plan to drive the session from code.
Your code needs a bearer token. You get one by exchanging the API key. See Call the automation API from your own code.
The flow
Create the link with
POST /automation/support-link. The response includes auser_url. Put the ticket number in the optionallabel. It's the same as the Name or ticket # field in the console.Send the
user_urlto the person who needs help.Poll
GET /automation/support-link/{link_uuid}until the status isSHARING.Open an automation session on the
system_uuidthe link reports, or hand over to a technician in the console.When you're finished, end the session. If the link was never used, revoke it.
NOTE: Links work once and expire after 24 hours if unused. Revoke unused links when the ticket closes so none are left outstanding.
Endpoints
Method | Path | Purpose |
|
| Create a one-time link |
|
| Check its status |
|
| List this key's links |
|
| List the DesktopAgent configs you can create links with |
|
| End a live session |
|
| Revoke an unused link |
Creating a link also accepts an optional system_config_uuid.
Errors to handle
Code | Meaning |
| The link UUID is wrong |
| The link has been used. Links work once |
| More than 24 hours old and unused |
| Revoked before it was used |
| DesktopAgent couldn't be downloaded for that platform |
| The key doesn't have Create DesktopAgent support links |
Check it worked
The link opens the DesktopAgent download page.
The link's status changes to
SHARINGonce the person runs DesktopAgent.The session appears in Admin > Sessions under the API key. In Admin > Session Usage, grouped by actor, its time is shown against the key.