Apps

LogMeIn Rescue

Generate a remote session and capture session details in a ticket

Zendesk LogMeIn Rescue App Screenshot
Zendesk LogMeIn Rescue App Screenshot

Description

Now you can combine remote support from LogMeIn Rescue and ticketing workflow from Zendesk to deliver fast, reliable support for PCs, Macs, and smartphones. Let your support team collaborate with customers in real time to quickly diagnose and resolve issues. To learn more about the integration, see the article here in our support forums.

Get Started With Your Free Rescue Trial here

Boost Agent productivity

Increase first-call resolution rates and reduce handling times by allowing agents to access LogMeIn Rescue’s powerful remote diagnostic and remote control capabilities.

Satisfy customers completely

LogMeIn Rescue for Zendesk lets your customers easily share their screens with your support team, quickly resolve issues and avoid downtime. Your customers will love you for it.

Leave no data behind

Capture, track, escalate and communicate issues to both internal and external stakeholders. Document the full history of your support interactions for future reference, including session metadata such as timestamps and chat logs, as well as custom fields and survey results.

How to install

Getting Started

The LogMeIn Rescue Technician Console is supported on Windows operating systems only. You will, however, be able to support any kind of remote device with LogMeIn Rescue.

To begin using LogMeIn Rescue for Zendesk, you must have a valid LogMeIn Rescue licensed or trial account.

  1. Configure LogMeIn Rescue
  2. Log in to your Zendesk account.
  3. Install and configure the application in Zendesk
  4. Start creating remote support sessions from Zendesk tickets

Find the full setup article here.

If you're still having problems, check out the troubleshooting section.

Once the setup steps above are complete, all you will need to do is install the application here and fill out the following items:

  • Title: A title for the application.
  • Company ID: Your Company ID in LogMeIn Rescue. You can find this in the LogMeIn Rescue Admin Center under Global Settings-> Single Sign-On-> ASP.Net C# server side example.
  • Single-Sign-On Password: Defined in LogMeIn Rescue Admin Center under Global Settings->Single Sign-On.
  • Enable public comments: This option enables the logging of the Rescue session as a public ticket comment instead of a private ticket comment.
  • Tags: Tag a Zendesk ticket with these values after a LogMeIn Rescue session has completed. Separate multiple tags with commas.