External Systems & Add-ons
Customer-configurable optional connections and paid add-ons.
Setup guide · External Remote Support
Remote control/support sessions (separate, stricter permissions than screen sharing)
What you need first
A remote support account for your help team, with permission to add apps.
Find your provider's instructions for the keys (opens a web search). Look for words like API keys, integrations or developer settings in your provider's admin area.
If you don't have a provider yet, the built-in feature keeps working. Your own provider's help is the source of truth.
The steps
- Open External Systems & Add-ons, Marketplace and choose External Remote Support.
- Get the details above from your provider. Keep them private; never put them in a message or note.
- Paste them into the connection form. They are stored separately for Test and Live.
- Allow only what this connection needs: Remote control/support sessions (separate, stricter permissions than screen sharing).
- Match your provider's names to ours on the Mapping tab, then press Test.
- It shows Connected only after the test passes. Watch its Health, and use Safe Disable to turn it off at any time.
Technical steps from the build package
- Settings > External Systems & Add-ons > Marketplace: activate External Remote Support (paid add-on where applicable).
- Enter the credentials your provider gives you (kept separate per environment).
- Grant only these permissions: Remote control/support sessions (separate, stricter permissions than screen sharing).
- Map codes and fields on the Mapping tab.
- Run Test; status becomes Connected only after a pass.
- Watch Health; use Safe Disable to turn it off.
Without this connection: Included view-only screen share, guided training and AI help.
Degraded: warnings, partial sync, fallback for impaired functions. Down: Included view-only screen share, guided training and AI help; queued writes replay safely on recovery.