Forums/Documentation/Setting up integrations

Setting up and using Zendesk with LogMeIn Rescue

Steven Yan
posted this on September 13, 2010 23:21

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:

  1. 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.
  2. 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.
  3. 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.
  4. When the remote session ends, details about the session are added to the Zendesk ticket.

This article provides instructions for completing the following tasks:

Configuring the LogMeIn Rescue integration

Defining a global single sign-on password

You need to obtain a global single sign-on (SSO) password as well as a unique company ID from LogMeIn Rescue to configure Zendesk.

  1. Open the LogMeIn Rescue Administrator Center.
  2. Under Global Settings > Single Sign-On, define a global SSO password.
  3. Write down both the SSO password and the unique company ID. You need both to configure Zendesk later.

Defining a single sign-on ID for each technician

For each LogMeIn Rescue technician who is a Zendesk agent and who will be using the LogMeIn app from Zendesk, do the following:

  1. Select the technician in the LogMeIn Rescue Administrator Center, under Organization.
  2. In the Technician Configuration screen, enter the technician's Zendesk email address as his or her Single Sign-On ID.

Note: The technician email and SSO ID don't need to be the same. However, the SSO ID must be configured for a technician, not an administrator.

Linking LogMeIn Rescue to Zendesk

To post the details of remote sessions to Zendesk, LogMeIn Rescue must be linked to Zendesk as follows.

  1. In the LogMeIn Rescue Administration Center, click your Technician Group.
  2. In Settings > Exporting session data, enter the following URL in Post session details to URL when session is ended by technician: https://yoursubdomain.zendesk.com/api/v2/integrations/log_me_in.json

    Replace yoursubdomain with your Zendesk account's subdomain.

  3. Click Save Changes.

Configuring Zendesk

  1. In Zendesk, click Manage () at the bottom of the sidebar and then click the Browse link under Apps.

    You can install and configure the LogMeIn app in Zendesk only if you're a Zendesk administrator.

  2. Move your mouse over the LogMeIn Rescue app and click Install.

  3. Enter a Title for the app. The title appears in the Apps tray on ticket pages.

  4. Enter the Company ID and Single Sign-On Password you got from LogMeIn Rescue. See Define a global single sign-on password.
  5. If you want, click Enable public comments to post the details of remote sessions as public comments in tickets.

    Session details are displayed as private comments by default.

  6. Enter any Tags you'd like to set on tickets with the remote sessions details.
  7. Select Install.

Once installed, the app appears on the right side of the ticket interface. If you don't see the app, click Refresh in the top-right corner of the Apps tray.

Using LogMeIn Rescue with Zendesk

Logging in

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.

  1. 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.
  2. 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.

  3. 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:

  1. 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
  • Chat transcript
  • Technician survey answers

Troubleshooting

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:

 

Comments

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Ben Greiner
forgetcomputers

This looks great, but if we're Mac based then it's not going to work, right? I understand LoginMeIn can remotely control a Mac, but currently there's no way for Agents to initiate a control session from a Mac? Is this correct? Any plans to add full Mac support?

September 16, 2010 10:46
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Steven Yan
Product Manager

Ben, that's correct, the LogMeIn Rescue Tech Console is currently Windows only.  The integration can still be used to generate the remote session PIN, but you'll need a Windows PC to interact with the end-user on the session.  We're currently not aware of any plans by LogMeIn to add Mac support.

September 16, 2010 10:57
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Jordan Schwartz

We are already LogMeIn Rescue users so this looks great.  A question though--can you only log the LogMeIn info in ZD if the LMeI session was started from ZD or a PIN generated from ZD?

In other words, if a client starts a LMeI session via our external site, can that be logged into a ticket via the integration?

September 16, 2010 13:17
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Steven Yan
Product Manager

Jordan, thanks very much for your feedback.  That's correct, currently there's no way to link session data back to Zendesk if the PIN was created outside of Zendesk.  Is this something that would be useful to you?  

Questions:  

1.  Would you want this to always create a new ticket, or would you want it to be controllable via LogMeIn?

2.  Would it be acceptable if there were a setting in Zendesk that would allow or disallow new tickets to be created within Zendesk?

Currently there are some technical challenges around this, but I'd like to understand your requirements. 

September 16, 2010 13:23
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Jordan Schwartz

Steve, thanks for the quick reply.  That would definitely be useful for us since customers can start their own LmeI sessions through our app. 

I think the option of whether or not to create Zendesk ticket in LMeI would be great and I think a setting in ZD asking to allow this is also a good idea.

September 16, 2010 13:34
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James Buzzard

We also use LogMeIn, and we would find it very useful to be able to start a new ticket from a session from our own app. We have a lot of clients who start sessions using the LogMeIn Calling Card. It would be great to pull their email address from that and associate it with a new ticket.

It would be even better to be able to send the info directly to a new ticket from within the LogMeIn Technician Console.

Steven, as per your questions to Jordan - 1. I'd prefer it to be controllable via LogMeIn, but if that doesn't work, then 2. A setting in Zendesk to always make a new ticket would be fine. If I could then go to Zendesk and either associate that ticket (merge) with an old one, associate it with an existing client (but retain it as a new ticket), or create a new client alongside the ticket, as the options, that would also suffice.

 

If you require a tester for any of these functions, I would happily put my hand up.

September 16, 2010 17:50
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James Buzzard

Just another thought -

I've added a custom widget on my client view so that the clients can directly enter the pin number from within Zendesk. Makes this integration slightly more fully featured, but may be something you want to suggest in your Getting Started guide.

 

LogMeIn custom PIN form can be found under your logmein admin centre - Resources - Custom LogMeIn123.com form.

It'd be cool to use the one with Self Hosted Chat, but only if I could script it to look like the rest of Zendesk.

September 16, 2010 17:59
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Andrewc

i appear to have got everthing working except for remote session logs exporting back to zendesk.

 

Is there a step the is missing from the guide above to get the logs to show on the ticket?

 

Here is a copy of my last the Rescue attempt to duplicate/solve this issue.

[2010-09-17 11:26:08 AM] Starting session 67659004...
[2010-09-17 11:26:08 AM] Session 67659004 has been picked up
[2010-09-17 11:26:08 AM] Session 67659004 ready
[2010-09-17 11:27:10 AM] Ending session 67659004...
[2010-09-17 11:27:10 AM] Session 67659004 has been closed
[2010-09-17 11:27:12 AM] Posting details of session 67659004 to the specified URL succeeded.

Am I missing something to make that data show up in the Zendesk ticket?

September 16, 2010 18:30
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Andrewc

UPDATE: it would appear i was too impatient. they showed up eventually. it just took a lot longer than I expected.

September 16, 2010 18:36
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Steven Yan
Product Manager

Andrew, great to hear that you got it working!

September 16, 2010 18:39
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Andrewc

hey Steven,

 

The only down side for us is we need more LogMeIn seats, as the email address for the Zendesk user must be the same as the Logmein account or else you can’t login from Zendesk. It just breaks rather than give an option to login with a different email if they dont match.

Is there a requirement that it has to work that way for the exporting of the logs back to the ticket? Or could the widget be modified to allow a different LogMeIn account to work with it also?

September 16, 2010 20:11
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Steven Yan
Product Manager

Hi Andrew, are you on concurrent or standard licensing with LogMeIn Rescue?

September 17, 2010 07:28
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Nate Ragan
Zendesk for iPad Beta

We have the same issue as Andrew. Our ZD agents aren't 1:1 with LogMeIn

September 17, 2010 13:26
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Andrewc

Hi Steven,

Er, I really dont know. I just tried calling them but got sick of being on hold. We have paid for one seat for a year so we got a discount. Is there are way to tell in our Logmein account that you know of?

 

September 19, 2010 18:57
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Andrewc

just to confirm, we have a standard license. I found this in our account section of LegMeIn.

 

What importance or relevance does this have Steven?

September 19, 2010 19:11
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Steven Yan
Product Manager

Hi Andrew, thanks for confirming.  

I asked about this because I was trying to understand why you couldn't create one technician per Zendesk account.  As I understand it, on the concurrent license for LogMeIn, you're allowed as many technician profiles as you like, but the system will enforce that only a certain number of licenses be used at any one time.

My final question for you is, since you are on a standard license and sharing technician logins, will the same set of agents always share the same LogMeIn Rescue license?  I'm interested in understanding how this would work from a configuration standpoint.  If the same agents always shared the same Rescue login, then they could enter the same SSO ID when first using the widget and persist this in their Zendesk session.

September 20, 2010 17:23
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Andrewc

Hi Steven.

The plan was to have the one agent for Logmein as we rarely need more than 1 concurrent logmein session, unlike Zendesk were we need multiple for better ticket handling and accountability.

Im not aware that there is an option to enter a different SSO ID. It appears that its determined by the code pasted into the Logmein widget. What I found in my testing was that if the email address of the agent in Zendesk did not match the email address of the Logmein account we have, the widget would break and not allow you to initiate a Logmein session at all. I am presented with this error when these emails differ.

"Error: Your Rescue Single Sign-On ID must match your Zendesk primary email address."

What I have done is created another agent in Logmein to test this scenario, disabling one account to enable another. As I said earlier, the Zendesk widget gives the error above unless the email address for the Logmein agent matches. The SSO ID appears to be constant no matter what agent account is active in Logmein.

I just had the sudden realisation that I can have multiple Logmein widgets. I could have multiple widgets for multiple agents. I just tried this at the end of a long day and was getting errors with the SSO ID password. I will have another crack tomorrow with a clearer head but the SSO password is set under the Global tab in Logmein. Wouldnt that make it 'global' and not unique to the agent? My testing just now seems to support that argument. like is said Im probably doing something wrong. I'll have another look tomorrow...

September 21, 2010 01:22
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Steven Yan
Product Manager

Hi Andrew,

I spoke to support at LogMeIn regarding your particular use case.  

The way that the LogMeIn Rescue API works, you must have one LogMeIn Rescue account per Zendesk agent account.  The reason for this is that our widget must generate a unique authorization code per user in order to create the PIN codes.  If more than one Zendesk agent log in to the same account, this authorization code gets regenerated, and the old ones become invalid.  

LogMeIn suggests that you contact them regarding moving to a concurrent license in order to be able to create one Technician per Zendesk agent.

September 28, 2010 09:59
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Andrewc

Hi Steven,

Thanks for chasing that up. I will look into that.

Cheers,

Andrew

September 28, 2010 16:22
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Brian

Steven:

Is it necessary to use the widget's "Launch Technician's Console" link in order for the post-back functionality to work? I have tried generating PINs from Zendesk, but then opening the LogMeIn console from a separate computer, and the session notes have not posted back into the ticket.

Thanks,
Brian

October 12, 2010 10:51
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Steven Yan
Product Manager

Brian,

Launching the Tech Console from Zendesk is not required for the post-back to work.  The only requirement is that you generate a PIN from Zendesk.  

Are you saying that it works only if you launch the Tech Console from Zendesk?

 

Thanks,

Steven

October 13, 2010 09:39
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Brian

Steven:

No, I was just taking a guess as to why we haven’t seen any post-backs from Rescue following sessions based on PINs generated through the widget. I’ve checked the configuration on both sides multiple times, but the session history doesn’t get appended to the ticket. For the post-back address, I’ve tried using both our Zendesk FQDN (account.zendesk.com) recommended in the help article, as well as our custom domain as recommended by the widget’s setup screen.

Brian

October 13, 2010 10:22
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Andrewc

Hi Steven,

When I set this up for the first time I thought that feature wasnt working also. But I just needed to be patient as it did eventually get posted to the ticket, just not as quick as I expected. I appears that it depends on Zendesk server loads as I just tested our again just now and it was almost instant.

Are you still waiting for the session history to turn up or did end up coming through like it did for us?

Andrew

October 13, 2010 15:41
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Brian

Steven/Andrew:

I re-tested today and it appears to be working now. However, none of the session info came in for the sessions I did on my first day using Rescue.

Thanks,
Brian

October 14, 2010 10:10
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Steven Yan
Product Manager

Brian,

Did you see any errors in your eventlog in the Technician Console?  If so, follow these steps to help us gather logs for troubleshooting: https://support.zendesk.com/entries/301981-troubleshooting-logmein-...

October 14, 2010 12:36
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Andrew McMaster

that Log-me IN backend has to be one of the most un-userfriendly & nasty login areas I have seen in a long time - talk about confusion....It's like total relief closing that & getting back to ZenDesk

The billing for this is not explained clearly enough - in fact I don't think it's explained at all - do we have to have technicians in LMI that match every ZD agent?

November 03, 2010 23:26
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Andrewc

speaking from my experience, yes you need the logmein email address to match the email address of the Zendesk technicial for the authentication to succeed.

November 03, 2010 23:38
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Andrewc

(damn Zendesk for not having an edit post function and damn me for not proof reading my last post.)

November 03, 2010 23:40
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Andrewc

Has the Logmein widget stopped working for anyone else? After clicking 'Get Pin' it just sits there showing the spinning wheel going nowhere.

November 04, 2010 21:41
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Steven Yan
Product Manager

Hi Andrew, we're looking into your issue right now.  We should have a fix in production shortly.

November 04, 2010 21:56
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Andrewc

Hi Steven, is that confirmation that there is indeed an issue?

November 04, 2010 22:16
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Steven Yan
Product Manager

Andrew, that's correct.  We've fixed this issue in production, please let me know if you continue to experience issues.

November 04, 2010 22:23
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Andrewc

cool, all good now. thanks. :)

November 04, 2010 22:31
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Jonathan
beyondpay

Just to follow up on Andrew's question and Steven's response...

We signed up for the trial with LogMeIn and are probably going to go with the Concurrent licensing model.  It was very helpful to speak with someone at LogMeIn, as they could explain things better than their complicated website.  They can also help with better pricing as a Zendesk user.  I think it is reasonable, coming from someone who probably won't use it a whole lot.  However, when we need it/use it, it is extremely helpful. 

We have about 10 agents, and signed up for 2 concurrent users.  So the SSO works through Zendesk, and any two can use the tech console at one time.  As we need more concurrency, we purchase more licenses.  We can always have as many users as we want/need at no cost.

Very nice solution.  I wish there was a way to get sessions initiated outside of zendesk to automatically create a ticket (or optionally create a ticket) but maybe that will come.  There are times where we are already in the console so we'll initiate the ticket.  Though in all honesty it is not that hard to login to zendesk and click the "Get PIN" button, lol.

November 16, 2010 14:12
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Steven Yan
Product Manager

Jonathan, thanks for sharing insight into a solution that has worked for you and also for sharing your feature request.

November 16, 2010 14:35
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Shane Terpstra
Zendesk for iPad Beta

I checked and double-checked all of my settings and my transcripts are not posting back to the ticket?  Any ideas?  I generated the ticket number from Zen, copied the link into the ticket and the results of the post from LMI Rescue show "successfully posted to URL specified.."  Just not showing up..

December 01, 2010 17:22
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Steven Yan
Product Manager

Hi Shane, I'll answer your question on the ticket you submitted.

December 04, 2010 11:50
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Jack Flood

Hi Steven,

We have been evalauting the zendesk platform for our customer support. So far we like what we see.

We have been using Logmein Rescue for years.  We have intergrated the Logmein Rescue CallingCard Application into our software to provide support and well as specific client information.  It would extremly useful to have the ability to post Logmein Callingcard Client information into Zendesk automatically

Is there any plan for this?

December 06, 2010 09:13
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Steven Yan
Product Manager

Jack, there are no plans at this time, but we will note your request when we revisit this integration.  There were some other suggestions from customers regarding ability to create new tickets via LogMeIn Rescue as well.

December 08, 2010 12:04
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Paul Benson
telispire

I am not receiving post backs from LogMeIn.  LogMeIn's log states that it has successfully posted back the results, and I've waited over 20 hours for the comment to show in Zendesk.  I've double checked the settings within LogMeIn and I did begin the session within a Zendesk ticket.  Are there any open issues, or any other troubleshooting I can try?

February 18, 2011 10:02
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Shane Terpstra
Zendesk for iPad Beta

Same issue here Paul...

February 18, 2011 17:43
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Joao L. Borges
nextar

For us it would be very important to have any chat transcript done via logmein (from callingcard, instant-chat or regular logmein) to be posted back to zendesk. Are there any plans on this?

[]'s

April 25, 2011 09:39
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Steven Yan
Product Manager

Hi Joao, thanks for voicing your request.  There's currently no plans on including further integration with LogMeIn's chat products at this time.

April 30, 2011 20:52
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Eric Kennedy
Hahaha, not geared at you guys in any way, but COME ON LogMeIn: "Unsupported Browser It looks like you are trying to use the Technician Console with a browser we don’t support. Supported browsers: - Internet Explorer 6, 7 or 8 - Firefox 3.6" I'm on the latest stable Chrome btw... I just signed up for the trial to test out the integration with Zendesk (d give everyone else a heads up!
August 15, 2011 13:24
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Tim Wiebe

I went through the setup process and when previewing the widget, everything seems to be working fine. But when adding the widget to the ticket page, the widget isn't asking for the technician's credentials...it's just a blank widget. Any suggestions??

February 10, 2012 16:10
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Steven Yan
Product Manager

Hi Tim, can you let me know your Zendesk subdomain so we can look into this further?

February 13, 2012 09:15
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Tom Lightbody

We're using the new Zendesk a lot of the time right now, but haven't yet made the formal switch because we can't seem to integrate our logmein rescue account with the new Zendesk interface. Are there any plans to make this happen, or will we be stuck using the old interface still?

Thanks!

October 03, 2012 02:48
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Eric Shen
Zendesk

@Tom we are working on translating this to the new Zendesk interface and will post updates as soon as we get that done.  We don't have an ETA at this point, but it's definitely on our list of items to move over.

October 03, 2012 17:42
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Aaron Pinch
clio

@ Eric - Any update on ETA?  We were hoping to make the switch for Nov 1st but this will prevent us from making the move

October 24, 2012 09:44
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Eric Shen
Zendesk

@Aaron, the latest update I have is somewhere in the realm of 2-3 weeks, the latter being more likely.  

October 24, 2012 09:45
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Aaron Pinch
clio

Thanks for the quick response Eric. 

October 24, 2012 09:56
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Steven Yan
Product Manager

Hi Aaron, I can confirm that this is being worked on actively right now, so the app is on its way!

October 24, 2012 10:15
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Jorge

Hello, I'm testing the product evaluation of Zendesk and Logmein, I want to know if it will be soon posilbe integration. Thanks

November 14, 2012 13:48
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Steven Yan
Product Manager

Hi Jorge, we are very close (probably 2-3 weeks out) from releasing the new LogMeIn Rescue app in the new Zendesk UI.

November 15, 2012 16:54
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Jake Holman
Product Manager

The LogMeIn Rescue app for New Zendesk is now live. There's not too much difference to the existing Classic Widget, but there are some important changes in LogMeIn that must be made if you want session details posted back to the ticket. We've update our LogMeRescue for Zendesk Guide which I would recommend running through again if you're moving from Classic Zendesk to New Zendesk, pay particular attention to #3 of "Configure LogMeIn Rescue". 

We've also open sourced the app here: https://github.com/zendesk/logmein_app - forks and pull requests are welcome. 

Please post any questions (and of course feedback) about the LogMeIn App to support@zendesk.com

December 03, 2012 17:49
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Tom Lightbody

Yes! Great work guys, thank you.

December 04, 2012 03:01
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Ron Vichar
gtatech

Yes its finally working great.  Thanks ZenDesk!

December 05, 2012 11:32
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Jim Restucci

Is there a way to change the "Copy to Ticket" URL?  We have a custom PIN page for our clients and would prefer to have them visit that site instead of the LogMeIn Default site.

January 05, 2013 14:09
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Justin Seymour
Zendesk

There's no way to modify that URL currently -- sorry! 

January 07, 2013 06:15
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Aaron Pinch
clio

@ James - Generate the code and post it as a private comment.  Your clients should then be able to goto your custom PIN page and enter the code ZD created.  We send our clients to logmein123.com and then the agent reads them the code in the ZD private comment.  We found the email method was confusing too many people.

After the session the notes post properly; just remember to use the ZD PIN

Good Luck!

January 07, 2013 13:55
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Jennifer Rowe
Zendesk

Thanks for posting a workaround, Aaron!

January 07, 2013 15:11
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Jim Restucci

@ Justin - thank you for the update, sure would be nice; however, @ Aaron - thanks for the idea, this is a good work around.

January 07, 2013 15:55
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Matt Zaglin
tpco

Hello - are there currently any plans for a different remote-support agent?  The reason I ask is that LogMeIn Rescue fails on several fronts:

The Technician Console does not work on a non-Windows environment, and also does not work in Google Chrome.  The browser app requires IE or FireFox, and the desktop app cannot be installed on a Mac.  

This seems to be a severe flaw in a smooth support-desk operation considering the popularity of Chrome and Macs (even Safari) from both the technician side as well as the user side.  Granted, the user agent is cross-platform - having an agent ask a user to wait as they spinup a VM / reboot into Windows is somewhat unacceptable.

We would like to use this as a feature in Zendesk, but we also heavily discourage the use of IE in our org in favor of Chrome.  LogMeIn says I have to be running Windows and IE or FireFox to use the feature: https://secure.logmeinrescue.com/helpdesk/features.aspx#System Requirements

Zendesk is browser independent, and so should the other tools be for agents.

March 29, 2013 08:42
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Eric Shen
Zendesk

@Matt Z

Thanks for the feedback and definitely makes sense.  We don't have any immediate plans to build support for another remote-support agent tool internally, but would be happy to work with other vendors in the space if we can get a conversation going.  

April 15, 2013 11:01
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Mauro Marini (Emmeglobal)

Hi, my question is: I need to map the "ticket number" to one of the customizable fields to see that value in logmein reports... but i don't see "ticket number" in the fields mappable list. Is there any solution for that?

May 08, 2013 01:37
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Mauro Marini (Emmeglobal)

Another question: when a remote session, initiated from a Zendesk ticket is ended, I cannot see LogMeIn Rescue data about the session in the ticket view (in Zendesk). Why it doesn't work?  What i should check?

May 08, 2013 01:47
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Brandon K.
Zendesk

Hello Mauro,

Sorry for taking so long to get back to you, I had to consult one of our LogMeIn experts and had to wait a bit before he could clear some time. In regards to your first question about mapping the ticket number to one of the customizable fields, there is unfortunately no way to do this. As for your second question, if you start your session from within a Zendesk ticket you will be able to see this information. I may be misreading your comment, but it sounds like you are looking for this information from the view instead of the ticket. Let me know if I got this wrong though!

 

May 31, 2013 12:54
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Mauro Marini (Emmeglobal)

Hi brandon! I'm sorry for your first answer but I understand...

About my second answer, as I wrote, in the history of the ticket i cannot see data about the logmein session, at all... Maybe, this is what i think, this is due to the way we start the logmein session... let's say that we have a ticket and we erite to the customer that we want a phone call from you tomorrow at 10 a.m. The customer calls us and we give him the PIN number obtained within zendesk (with the integration box in the ticket view). The customer input the PIN number in the logmein123.com page and we receive his request in the logmein console.... so we can get connected.

That's why not all the employee of our customer have the possibility to open the ticket from all the PC of their net. In most cases they cannot, so they open the browser and we give them the PIN number by phone, at time that they call us.

I hope this is a better explanation for my question.

Regards.

June 04, 2013 00:46
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Mauro Marini (Emmeglobal)

Sorry, i've just tried to start the session (the customer do that) directly sending the link created with the LogMeIn widget from the ticket view, but is exactly the same: the request appear in the LogMeIn console, we connect without problems, we do what we have to do, but when the session is finished, no data are displayed or stored in the ticket itself about the LogMeIn session...

What may be wrong?

June 04, 2013 03:40
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Jim Restucci

I have followed these steps to the letter and our tickets are not being updated with the session details after the session is closed.  LogMeIn Resue logs report successfully posting the details to the URL; however, nothing shows up in the ticket.  We have tried this both with Zendesk and New Zendesk, neither updates.

June 04, 2013 10:04
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David Okner
Zendesk

Hey James and Mauro,

Can you please open up a support ticket at support.zendesk.com that way we'll be able to help your individual issues.

Thanks!

June 04, 2013 12:51
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E Breternitz
evernotesupport

Hi,

I use Zendesk and get a popup every time I open a ticket:

"LogMeIn App: Your Rescue Single Sign-On ID must match your Zendesk primary email address."

Since I do not use LogMeIn Rescue, how can I get rid of the popup?

September 11, 2013 11:03
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John Pogosyan
cornerstoneist

Can someone help? LMI Rescue does not post to Zendesk, when manually trying to navigate to the post URL, I get {"error":"InvalidEndpoint","description":"Not found"}. Also the event log in LMI Rescue does not show that it is even posting to my url "https://subdomain.zendesk.com/api/v2/integrations/log_me_in.json"

September 17, 2013 01:14
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Trisha Patel
Zendesk

@John and Evernote, I've followed up via ticket for more info! 

September 25, 2013 04:10
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Paul Maas

Hello,

 

My logmein widget app is not displayed in right of ticket. I already click on the refresh tab.
Reinstall app does not fix it, The app is enabled.

 

What to do?

October 19, 2013 14:05
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Emily
Zendesk

Hi Paul,

I've created a ticket on your behalf and I'll see you in that ticket shortly!

October 21, 2013 16:11
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Martijn Steffens

Hi,

i'm experiencing the same issue as Paul Maas. Is there a common workaround available?

With kind regards,

Martijn

October 23, 2013 03:00
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Martijn Steffens

Hi,

i don't know what happened, but out of the blue, i now see the app available in my ticket. :)

Regards, Martijn

October 23, 2013 07:31
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Emily
Zendesk

Hi Martjin,

Happy to hear it's now working :)

October 23, 2013 13:42
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Dave Sheehan
starquest

It would be helpful to have custom fields display in the LogMeIn Technician Console that have values like the Ticket #, Requester Organization,  Ticket Subject,  etc..   Seems like that is very close.  What is the roadmap for enhancing this integration? 

March 14, 2014 16:16