Exploring Automation with ControlUp Workflows and Integration with Freshworks

Most support tickets are the same few problems: a stopped print spooler, a disabled audio device, vanished desktop icons. Pulse Resolve puts AI on the desktop to handle them, while keeping IT in control.Three levels, one human in the loopL1, known fixes: Proven remediations run automatically from a pattern library. Approved fixes build into a playbook, so each solved problem speeds up the next.L2, guided remediation: A guided chat walks users through fixes step by step, like changing desktop icon size, with no ticket needed.L3, deep investigation: For open-ended issues, an advanced AI model digs in. In one demo it diagnosed a printer problem by pinging the device and checking ports, then produced diagnostics that can feed into a ticketing system like ServiceNow.Approvals and guardrails keep humans in charge and stop the AI from acting on bad assumptions.Control and brandingAdmins can set execution policies, require approvals, target specific devices, and add guardrails such as blocking service restarts. Themes, colors, icons, and dark mode let Pulse Resolve match your company’s branding, and accessibility options help every employee use it comfortably.The takeawayIn a live demo, Pulse Resolve detected a stopped print spooler, requested admin approval, and fixed it. The result is fewer escalations, faster resolution for employees, and more time for IT to focus on the problems that need a human.

In this episode of the podcast, Jeff Johnson sits down with Dennis van de Peppel to unpack a custom integration Dennis built between ControlUp and Pure Service, a Norwegian ITSM platform used by ControlUp partners Weddle IT and Software One in the Nordics. Sparked by a partner visit to Oslo (and a language barrier that took some creative troubleshooting to overcome), Dennis used ControlUp's custom integrations and workflow module — no scripting required — to connect Pure Service tickets with real-time ControlUp telemetry through an MCP server, with Claude and Copilot Studio acting as the "man in the middle."The result: tickets that auto-open when ControlUp detects an issue, get automatically enriched with root-cause analysis, hardware diagnostics, and recommended fixes, and stay updated as conditions change — all with a human still in the loop for any remediation. Dennis walks through a live example (a recurring app freeze on his own PC), showing how natural-language questions to Claude pull merged data from both platforms into a single, ready-to-work ticket, plus a combined dashboard for tracking tickets and events at a glance.The build took just two days over a weekend, and ControlUp's product team is already turning it into a fully supported integration. The bigger takeaway: this same custom-integration approach means any ControlUp customer can connect the platform to their own ITSM tool and start automating ticket enrichment and remediation — no waiting on a native integration required.

In this episode, we invite Dennis van de Peppel to talk about a workflow integration with Freshworks. This is how Autonomous Endpoint Management (AEM) starts.

Picture this: an end user is having a device issue, and instead of hopping on a remote session, disrupting their workflow, and hoping they're free for a 20-minute call, you simply open a browser tab and see everything you need. Real-time CPU, memory, disk, and network data refreshing every three seconds. A live map of every network connection the device is making. Full access to the file system and registry, no remote control required.That's the reality Henri Koelewign, Product Manager for Devices at ControlUp, walked through on the latest episode of The Upload. Jeff and Eugenia sat down with Henri for a hands-on look at Live Remote Management (LRM), the newest capability in ControlUp, and came away genuinely impressed by how much visibility and control it puts in IT's hands, without ever interrupting the end user.From spotting suspicious DLLs and flagging unauthorized international connections on the map view, to downloading logs and pushing configuration changes directly through the browser, LRM turns troubleshooting from a guessing game into a precise, non-disruptive process. Henri also gave a preview of what's coming next, including expanded service management capabilities.If you've ever wished you could see exactly what's happening on a device without taking it over, this episode is worth your time. Here's what Jeff, Eugenia, and Henri covered.

Worried your Windows 11 migration might leave users frustrated? You're not alone.In this session, we dig into one of the most common — and underreported — migration challenges: performance regression. When users say a new device "just doesn't feel right," it's hard to act on. There's no ticket, no error log, just dissatisfaction. This episode shows you how to get ahead of it with data.We walk through a real-world scenario where customers were placing users on new Windows 11 machines only to hear that the experience wasn't working as well — without being able to explain why. The answer? Systematically measuring and comparing device performance before migration is declared a success.In this episode, you'll learn:Why user-reported performance issues during migrations are often invisible until it's too lateHow to use automated performance measurements to compare your legacy devices against Windows 11 targetsWhat to look for when devices are tested on battery vs. plugged in — and why power profiles matter more than you thinkHow to select a representative Windows 11 machine to benchmark across your fleetWhy this approach applies beyond Windows 11 — from physical-to-virtual, virtual-to-virtual, and moreWhether you're an IT admin managing a large-scale rollout or an endpoint engineer trying to build the business case for a successful migration, this session gives you the evidence-based framework to move forward with confidence.

In healthcare, every second at a workstation matters. But who's actually measuring the time between a badge tap and a clinician being ready to work?This session explores Tap to App — a feature built to solve one of healthcare IT's most frustrating invisible problems: the gap between when a clinician taps their badge at a workstation and when their full workflow is actually ready to go.Whether it's an ER nurse moving between stations or a physician ducking out to grab coffee and returning to a reconnect, the login and reconnect experience directly impacts patient care. The challenge? Desktop, VDI, and identity teams all operate in silos — and measuring an experience that spans all of them has historically been nearly impossible.In this episode, you'll learn:What Tap to App is and how it was born out of a real healthcare customer challengeWhy login and reconnect are two fundamentally different experiences — and why averaging them together is misleadingHow to measure the full clinician journey: from badge tap → identity provider → broker → VDI session → application readyWhat a real-world deployment looks like, with metrics broken down by login vs. reconnect, device, user, and time of dayHow to identify outliers (like a 56-second reconnect on a specific device) and drill down to root causeWhy reconnect speed is the metric you should be optimizing — and how sessions reconnecting in under 6 seconds are achievableIf you support healthcare environments running VDI and want to move beyond anecdotal complaints toward data-driven performance optimization, this one is essential viewing.

Control for Compliance Supports Mac OSJeff announces that Control for Compliance now supports Mac OS for vulnerability scanning and patching. The integration allows for real-time detection and remediation of security issues on Mac devices, similar to the existing capabilities for Windows machines. Jeff emphasizes the importance of feature parity between Windows and Mac support, as many customers have heterogeneous environments. The new Mac agent can be easily downloaded and deployed from the Control Up website or within the Control Up interface.

This episode of the "Upload with Control Up" podcast features Eugenia and Jeff discussing the integration of Intune with ControlUp for compliance.   The podcast explains that ControlUp provides real-time analysis, troubleshooting, and remediation, which is especially valuable to customers using Intune. While Intune is excellent for application and OS deployment, it doesn't offer the same real-time insights.   The integration allows users to detect vulnerabilities in ControlUp and then use Intune to deploy the necessary patches. This process is very fast; Jeff mentions that in his testing, the package was created within a minute and deployed shortly after.   Setting up the Intune integration is described as straightforward, involving configuration in both the general settings for ControlUp for desktops and the integration settings for ControlUp for compliance.   

Eugenia and Jeff talk to Chris about the ControlUp Innovation Guild.The ControlUp Innovation Guild podcast offers a dynamic and insightful look into the fast-paced world of IT innovation. Hosted by members of the Guild and featuring conversations with industry experts and community leaders, each episode delves into the development and application of cutting-edge solutions designed to tackle real-world IT challenges. Listeners gain valuable perspectives on how ControlUp rapidly prototypes and delivers practical tools, often driven by direct user feedback, to enhance IT efficiency, optimize performance, and address specific pain points in areas like end-user computing, security, and resource management. This podcast is a must-listen for IT professionals seeking to stay ahead of the curve and discover actionable strategies for improving their digital environments. 

In this episode of the "ControlUp" podcast, hosts Jeff and Eugenia introduce and discuss ControlUp's new Disk Monitor tool with its creator, Chris Twiest.  The Disk Monitor is designed to track all read and write activity on hard drives, providing valuable insights into disk usage.Chris explains that the Disk Monitor was initially developed to address challenges in non-persistent environments like Citrix, where cache issues can impact performance.  Unlike traditional tools like Procmon, the Disk Monitor operates efficiently, providing detailed reports on disk activity without compromising system performance.The discussion expands to cover use cases for persistent environments, such as laptops, where the tool can help diagnose issues like sudden disk space depletion.Chris also shares insights into upcoming developments, including the Disk Monitor 2.0, which will monitor writes to FSLogix, and a future Network Monitor tool.