LogMeIn Rescue is a service that gives support staff remote access to users' computers to troubleshoot problems. The LogMeIn Rescue app in Zendesk lets agents start a remote session from a Zendesk ticket and then capture the session's details in the ticket afterwards. See the announcement post for more information about the integration.
To use LogMeIn Rescue with Zendesk, you must have a valid LogMeIn Rescue license or trial account.
Note: The LogMeIn Rescue interface that support agents use to conduct remote sessions with users is Windows only.
Here's the general workflow:
While corresponding with a end-user through a ticket or over the phone, a support agent decides to initiate a remote session with the user to troubleshoot the problem.
From the ticket in Zendesk, the agent generates and sends a link and a PIN number to the end-user to start the remote session.
The agent conducts the remote session with the user. The agent can view information about the Zendesk ticket in the LogMeIn interface used to conduct the session.
When the remote session ends, details about the session are added to the Zendesk ticket.
This article provides instructions for completing the following tasks:
Before you can use the app, you must log in to LogMeIn Rescue from a Zendesk ticket. On a ticket page, enter your LogMeIn Rescue credentials into the app. The app remembers your authorization for the current session.
If you get an error that your single sign-on ID must match your Zendesk email address, see Troubleshooting.
Launching the Technician Console
The LogMeIn Rescue Technician Console is the interface used by support technicians to conduct remote sessions with users.
To open the Technician Console from a Zendesk ticket, click Open the Technician Console link in the app. Zendesk uses your single sign-on information to launch the Console directly from the ticket.
Note: The Technician Console is Windows only.
Initiating a remote session from a ticket
When corresponding with an end-user about a problem through a ticket or over the phone, you may want to initiate a remote session with the user to troubleshoot the problem. The remote session must be started by the end-user with a link and a PIN number. You can provide the user with the information from a ticket as follows.
Click Get a PIN in the LogMeIn Rescue app on the Zendesk ticket.
Note: To receive LogMeIn session data back on a Zendesk ticket, the PIN must be created using the LogMeIn Rescue app in Zendesk.
Click the generated PIN number to create a ticket comment that contains both the PIN number and a link for the end-user to launch the remote session.
Submit the ticket to email the information to the user.
Viewing ticket information during the remote session
The following Zendesk ticket data is available in the Technician Console during a remote session initiated from a Zendesk ticket:
The name of the Zendesk ticket requester, which is listed as the session requester in LogMeIn Rescue.
Ending a remote session
When you end a remote session initiated from a Zendesk ticket, LogMeIn Rescue posts data about the session to the ticket. You can confirm that the information was posted by reviewing the event log in the Technician Console.
Reviewing information about a remote session in a ticket
You can review details about a remote session in the ticket that initiated the session. Comments from LogMeIn Rescue are displayed as speech bubbles with the LogMeIn Rescue icon. Available details include:
Session and technician details such as session ID, technician name, and technician e-mail address
Session timestamps such as wait time, work time, and last action time
Technician survey answers
Problem: The app displays the error, "Your Rescue Single Sign-On ID must match your Zendesk primary email address."
Solution: The email address on your Zendesk profile must match the single sign-on ID in your LogMeIn Rescue Technician configuration. Make sure all of the values below match: