Back button image

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
Chatbot Icon