Allow Freshdesk agents to provide remote support using LogMeIn Rescue, with all customer and session details logged into Freshdesk.

1. In Freshdesk, go to Admin panel > Integrations > LogMeIn Rescue.

   Result: The LogMeIn Rescue settings page is displayed.

2. In Freshdesk on the LogMeIn Rescue settings page, enter your Company ID. Here's how to find your Company ID:
   1. Go to LogMeIn Rescue and open the Administration Center.
   2. In the Administration Center, go to Global Settings.
   3. Your Company ID is located under Single Sign-On in the section called ASP.Net C# server side example hosted by customer.
   

   Result:

3. In Freshdesk on the LogMeIn Rescue settings page, enter your SSO Password. Here's how to set your SSO Password:
   1. Go to LogMeIn Rescue and open the Administration Center.
   2. In the Administration Center, go to Global Settings.
   3. Set your SSO password under Single Sign-On in the field Enter new SSO password.
      
4. In Freshdesk on the LogMeIn Rescue settings page, once you have entered your Company ID and SSO Password, click Enable.

   Result: The LogMeIn Rescue widget appears below the ticket sidebar on the Ticket Details page.

   Note: For each technician who will use the LogMeIn Rescue widget, be sure to activate Single Sign-On in the LogMeIn Rescue Administration Center. Otherwise the widget will not appear!
   
   

5. Set LogMeIn Rescue to export session data to Freshdesk upon session end. Here's how:
   1. Go to LogMeIn Rescue and open the Administration Center.
   2. In the Administration Center, select a Technician Group and go to Settings > Exporting Session Data > Post session details to URL when session is ended by technician..
   3. Enter the following URL: {FreshdeskURL}/integrations/logmein/rescue_session
      Be sure to include http or https in your {FreshdeskURL}!
   4. If you come across a login error, verify that you have assigned the ticket to the helpdesk agent currently requesting the PIN code.
6. Click on the Launch Technician Console directly from the widget to start your LogMeIn Rescue technician console.
7. When the session status turns to "Waiting" in LogMeIn Rescue's technician console, double-click the session to connect to the waiting customer. The session turns to "Active" now.
   

   Result: When the technician ends the support session, the session details are added to the Freshdesk ticket as a note, including the chatlog, end-user system information, and total time spent in support..
   

What to do next:

To take advantage of the integration, a Freshdesk agent clicks on New Remote Session to generate a new PIN code and copy instructions to the ticket.

Learn more at about the LogMeIn Rescue Freshdesk integration at support.freshdesk.com.