Using the GoTo Resolve app in Freshdesk
GoTo Resolve offers your agents the option to start remote control sessions with your end users directly from Freshdesk.
Prerequisites
The following requirements must be met to use GoTo Resolve in Freshdesk:
- You must get the GoTo Resolve app from the Freshworks Marketplace
- Your end users and agents must meet the minimum system requirements
- An administrator at your organization should first install the GoTo Resolve app to Freshdesk for your agents
- Agents should have a paid GoTo Resolve account with Remote Support capability. You can set up agents in GoTo Admin.
Why would you use this integration?
The GoTo Resolve app offers the following benefits to agents working in Freshdesk:
- Manage incidents through GoTo Resolve: The GoTo Resolve app extends Freshdesk capabilities to provide agents with a full incident management suite, including remote controlling the end user's device.
- Create support sessions from the GoTo Resolve app: Agents can provide remote support to end users directly from Freshdesk. This includes instant chat, remote control, and remote view.
- Share session link and collaborate in real-time: Agents can invite an end user to a support session with a single click.
- Join the session: Agents can join a GoTo Resolve support session directly from Freshdesk
- Detailed history of support sessions in Freshdesk: GoTo Resolve collects notes and automatically adds those to the Freshdesk ticket after the session ends.
How to install the GoTo Resolve app in Freshdesk?
As an administrator, you must first install the app to your Freshdesk account.
How can you start a remote support session from Freshdesk?
As an agent, you can connect to the devices of your end users directly from a Freshdesk ticket to provide support. Here's how:
Results: To end the session, click End session in the Console. Your chat log is saved in the Notes tab of the Freshdesk ticket in about a minute after ending the session.
To see what you can do during your remote session, see Starting Instant Support Sessions.
Troubleshooting remote sessions
Unable to connect to a remote session
In certain cases, the end user may not be able to connect to the remote session. The reason for this is generally the following:
- The end user has network connection issues
- The agent closes the session before the end user can join
In either of these cases, the agent can start a new session and send that to the end user. To do so, while you have a Freshdesk ticket open, select the Start a new session link in the GoTo Resolve app. This will regenerate a support session key that you can send to the end user.
Frequently Asked Questions
- Is reporting available for support sessions?
- Reporting is available in GoTo Resolve, but not in Freshdesk. See Working with Session Reports.
- Can I replay session recordings?
- Yes, you can do that in GoTo Resolve. All you need is the session ID that you have generated in Freshdesk. Based on that ID, you can find the session on the Reporting page of GoTo Resolve.
- What are the system requirements of using the GoTo Resolve app?
- See our system requirements.