The GoToAssist Remote Support App for Zendesk allows you to seamlessly start a fast and secure screen-sharing session from within your Zendesk ticket. After you finish the session, your notes and recording are automatically pulled across into the ticket for record keeping and training purposes.
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Deliver Integrated Remote Support
Transition from a Zendesk ticket to an online support session with just one click to access and control a customer’s PC, Mac, or Android device.
Raise Productivity and Revenue
GoToAssist for Zendesk makes it easier and faster to support your customers, helping you drive productivity and increase revenue.
Improve Customer Satisfaction
See the issue clearly and solve it simply for increased first-contact resolution rates and greater customer satisfaction.
Note: This App assumes that agent's have a valid GoToAssist Remote Support account, and runs in conjunction with a locally running desktop PC or Mac GoToAssist Remote Support application.
The App allows you to easily initiate and manage GoToAssist Remote Support sessions from a ticket. These are the basic steps to implement this capability:
- Install this App from the Zendesk App Marketplace (Zendesk Administrator)
- Agent Login GoToAssist (Single Sign On) authorized token retained for up to 30 days
- Start using App
The App install process only requires you to confirm the title of the App. The Zendesk access management options can be used to restrict different roles. To use the App, use the following procedure:
- From an existing ticket, assuming your logged in, select Start Session to initiate an agent's GoToAssist Remote Sharing application.
- Once ready, the App will display the unique Session ID, with the option to copy the details a ticket comment to send to the invited party
- When the Session is underway, the App will indicate In Session
- Once the agent closes the Session, key details of the session are copied as a private comment on the ticket
- The agent should save the ticket to ensure session details are retained
Note: First time use, or when updates are available, Start Session will mange the appropriate downloads for both the agent and the invited party. Different browsers will have slightly different methods to enable pops-up's for companyname.zendesk.com to launch the GoToAssist Session.