This website uses cookies and other tracking technologies to function, personalize your experience, analyze how users engage with us, and tailor advertising to you. We may share this information with our social media, advertising, and analytics partners. Some of this sharing may be considered a sale or sharing of personal data under certain privacy laws. You can adjust your settings by clicking the manage settings button below. We also recognize GPC signals if you have set them in your browser. Clicking the "x" to close this banner or interacting with our website will accept all cookies and other tracking technologies.
Powered by: cookie notice provider logo

LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

Discover what our all-in-one IT solution can do for your business. Get LogMeIn Resolve free.

We are currently experiencing an unplanned outage for this product. Service Status
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Community
  • Trainings
  • Service Status
  • Try the improved My Cases portal

    Easily manage your ticket, track its status, contact us from an existing case, and more.

    Sign in to try
  • Language selector icon Language selector icon
    • English
    • Français
    • Italiano
    • Deutsch
    • Español
    • Português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Community
    • Trainings
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • My Cases
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Explore Resolve
  • Features and Tools
  • Integrations
  • Zendesk integration
product logo
Back button image Back
Back button image
product logo

Using the LogMeIn Resolve app in Zendesk

LogMeIn Resolve offers your agents the option to start remote control sessions with your end-users, directly from Zendesk.

Prerequisites

The following requirements must be met to use LogMeIn Resolve in Zendesk:

  • Your end-users and agents must meet the minimum system requirements
  • A Zendesk Administrator at your organization should first install the LogMeIn Resolve app to Zendesk for your Agents
  • Agents should have a LogMeIn Resolve account with Remote Support capability. You can set up agents in GoTo Admin.

Install the LogMeIn Resolve app in Zendesk

As a Zendesk Administrator, you must first install the app to your Zendesk account.

  1. Go to Zendesk Marketplace and search for LogMeIn Resolve.
  2. Click Install and follow the on-screen instructions.
    This will add LogMeIn Resolve to your Zendesk account.
  3. Let your agents know that they can now use LogMeIn Resolve to start remote support sessions from Zendesk.

Configure the LogMeIn Resolve app in Zendesk

As a Zendesk Administrator, you can change the default configuration of the LogMeIn Resolve app.

  1. In Zendesk, select the Apps and integrations menu on the left.
  2. On the Zendesk Support apps page, hover over LogMeIn Resolve.
  3. Click the cogwheel icon and make sure the app is Enabled.
  4. Click Change settings to see the current configuration of the LogMeIn Resolve app:
    • Title: The title of the LogMeIn Resolve app displayed for your agents.
    • Session invite: The message that Zendesk sends your end-users when the agent creates a new support session.
    • Enable role restrictions: Select the user roles that will have access to the LogMeIn Resolve app.
    • Enable group restrictions: Select the user groups that will have access to the LogMeIn Resolve app.
    • OAuth Authentication: Depending on whether you use Multifactor Authentication (MFA), enter one of the following value for subdomain:
      • 2 - when MFA is not in use
      • 3 - when MFA is in use
  5. Click Update to save your changes.

Start a remote support session from Zendesk

As an agent, you can connect to the devices of your end-users directly from a Zendesk ticket to provide support. Here's how:

  1. Open a Zendesk ticket and make sure LogMeIn Resolve for Zendesk is listed under your Apps on the right.
  2. Click Start a session.
    Your support session is created.
  3. Click Share invite in ticket to add the link to the ticket editor.
    You can either add this link to the ticket as a message or send the link to your end-user in an email or through a different messaging tool.
  4. Ask the end-user to open the message, and click the link to join the support session.
    A new browser tab is opened on the end-user's device displaying the session chat panel.
  5. Click Join my session.
    The LogMeIn Resolve Console opens in a new tab. You are prompted to sign in to your LogMeIn Resolve account if you haven't already.
  6. Wait for the end-user to join.
    Now you are in a chat session with the end-user.
  7. Ask the end-user to click Download application in the chat window, so that they can download and run the support application required to establish a support session.
    A remote control support session is established.
  8. In the Console click anywhere into the screen of the end-user to initiate actual remote control.

Results:

To end the session, click End session either in the Console or in the Zendesk ticket.

Troubleshooting remote sessions

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 generate a new session link and send that to the end-user. To do so, while you have a Zendesk ticket open, click Reset on the right. This will regenerate a session link that you can send to the end-user.

Frequently Asked Questions

Is reporting available for support sessions?
Reporting is available in LogMeIn Resolve, but not in Zendesk. See Working with session reports in LogMeIn Resolve.
Can I replay session recordings?
Yes, you can do that in LogMeIn Resolve. All you need is the session ID that you have generated in Zendesk. Based on that ID, you can find the session on the Reporting page of LogMeIn Resolve.
What are the system requirements of using the LogMeIn Resolve app?
See our system requirements.
Article last updated: 18 November, 2024

Need help?

Contact icon Contact support
Manage Cases icon Manage cases
Community icon Ask the Community
Training icon Attend trainings
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • Français
    • Italiano
    • Deutsch
    • Español
    • Português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Cookie Preferences
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC