December 13, 2013
Cloud-based remote monitoring and management (RMM) software provider CentraStage and Zendesk, which develops a cloud-based help desk service, are partnering to integrate service desk and IT management systems.
The partnerships will enable Zendesk users to "gain real-time visibility of all of their devices, regardless of device type, network or location" through the Zendesk console via CentraStage, the companies said in a statement.
The integration enables users of both platforms to access detailed device audit information and initiate a remote support sessions straight to the IT estates. Additionally, alerts triggered by CentraStage will automatically create Zendesk tickets.
CentraStage co-founder and CEO Christian Nagele said in a statement that the integration means "users can start working on problems immediately without needing to ask customers basic questions.
"Users can see exactly where a device is, what problems it might be encountering and what operating system its running," he said. "Knowing that type of information is critical.
"The CentraStage integration provides an IT administrator access to the dynamic information they need to solve support tickets quickly and efficiently," Zendesk EMEA Business Development Director Stewart Townsend said in a prepared statement.
Nagele went on to tout the benefits of software as a service (SaaS). "SaaS technologies, combined with published APIs, allow customers to choose the best technology fit for their business and seamlessly integrate them, without the need for extortionate professional services," he said.
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