Setting up and using Zendesk with LogMeIn Rescue Follow

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. 

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:

Troubleshooting

Below are common problems you may encounter when using LogMeIn Rescue with Zendesk, and things you should try to troubleshoot them.

The app displays the error, "Your Rescue Single Sign-On ID must match your Zendesk primary email address."

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:

Session details were not added to the Zendesk ticket after session completion

  1. Make sure that your session PIN was generated from within Zendesk, from a new or existing ticket page. This is required in order for session details to post back to a ticket.
  2. Check the eventlog in your Rescue Technician Console. If you see an error such as: "Posting details of session <session ID> to the specified URL failed. Status code returned by server: 400", you will need to gather some logs from your machine for inspection by Zendesk Support.
  3. Navigate to C:\Users\<User Name>\AppData\LocalLow\LogMeIn Rescue and collect the following:
    • Failure log from the day the error occurred. This file is prefixed with "LMIRescue."
    • Data folder from the session post, identified by "sessiondatapost_<session ID>."

       

  4. ZIP and attach the files to your support ticket.
Have more questions? Submit a request

Comments

  • 0

    Hello,

    I want to use Zen as sessions storage. Its possible to import all older sessions info to Zen?

    Thanks

  • 0

    Hello Petr,

    You could use the Zendesk API to import your old sessions. I do not see any place in the LogMeIn Rescue interface to just send over past sessions, so you would likely have to export your past sessions as a report and then use the Ticket Import functionality to create tickets for the past sessions.

    Hope this helps!

  • 0

    Hello Jake,

    LogMeIn have POST Session data feauture. So maybe this is the way. Its here someone who could help me with data import and with Session data post? (not for free)

  • 0

    Hello,

    Is there any Placeholder for LogmeIn, in that way, I can create a macro which includes the logmein link automatically.

    Thank you

  • 0
    Avatar
    Alicia Glaze

    LogMeIn Rescue is not saving our SSO changes. Every time we save and navigate away from the "Global Settings" page, it gives us an error message saying "your changes will not be saved". Has anyone else experienced this?

  • 0

    Alicia - It sounds like you're referring to a menu within the LogMeIn Rescue Administrator Center, correct? I found this article on LogMeIn's support page that may help: http://help.logmein.com/articles/en_US/Documentation/rescue-ac-c-resc-ac-sso-header/

    Otherwise I would recommend contacting their support team for additional assistance with this. If this is a setting in Zendesk that you're having issues with please submit a ticket to support@zendesk.com and we can troubleshoot further. Thanks!

  • 0
    Avatar
    Alicia Glaze

    Thanks!

  • 0

    Hey Julien,

    Unfortunately there isn't a placeholder for the LogMeIn Rescue link. If that's a feature you'd really like to see, I would highly recommend requesting it on our Product Feedback forums which are used by our Product Managers when trying to determine which features to incorporate.

    If I'm understanding the construction of that link correctly, they would need to have a programmatic way (API call of some sort) to fetch that information. If they have such a thing, you could write a custom App for your Zendesk that calls out to LogMeIn, gets that link, and displays it in the sidebar/copies it to the clipboard for easy inclusion within a ticket. For more information on developing apps, I would start here.

  • 0

    Any new information on if Logmein works with Mac yet?

  • 0

    Hey Katina!

    Hopefully someone here in the community who uses Logmein will have some info on this, but I'd also recommend checking out Logmein's online resources as well. I wasn't able to find anything recent in a quick Google search, but I'm sure the info is out there somewhere!

  • 0

    I spoke to the LogMeIn reps and it does not support Mac to PC. It appears GoToAssist by Citrix will work, however I am having a hard time getting the app to work in Zendesk. I can generate a session, however it does not update the ticket.

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