Start an instant support session from ConnectWise
As an agent, you can connect to the devices of your end-users directly from a ConnectWise ticket to provide support.
- In the LogMeIn Resolve pod on the right, select Sign in.
Alternatively, if you do not have a LogMeIn Resolve account yet, select Request trial. This will guide you through the GoTo account creation process. With a GoTo account, you can access all your GoTo products.
- Type your login credentials and select Next.
In your browser, switch to the ConnectWise tab.
- Ask the end-user to join the support session. You have the following options:
- Ask the end-user to go to https://helpdesk.me and type the support key displayed in the Console.
- Send the direct link to the end-user.
- On the Send email tab, select Send email.
Results: To end the session, click End session in the Console. To close the session, select Done in the LogMeIn Resolve pod in ConnectWise.
Create a time entry in ConnectWise
Troubleshooting remote sessions
Unable to connect to a remote session
In certain cases, the end-user may not be able to connect to the remote session for one of the following reasons:
- The end-user experiences network connection issues.
In this case, you can resend the support session's link to the user. In ConnectWise, you can find the Session link in the LogMeIn Resolve pod.
- The agent closes the session before the end-user can join.
The agent can create a new session link and send it to the end-user.
Frequently Asked Questions
- Can I open simultaneous support sessions from ConnectWise?
- Yes. You can open as many sessions at once as you want. However, you can start only one session from each ticket.
- I have too many tabs open. How do I get back to my support session from ConnectWise?
-
Select the ticket in ConnectWise that you want to work with. In the
LogMeIn Resolve pod, select
Jump to session.
- I lost connection to my end-user. How do we reconnect?
- If there is a network issue and your end-user disconnects, you can resend the session link to the end-user. In ConnectWise, you can find the Session link in the LogMeIn Resolve pod.
- Is there a difference between ending my session from ConnectWise and doing it from the LogMeIn Resolve Console?
- No. Even if you select End session in ConnectWise, you are redirected to the Console, where you can add notes to your LogMeIn Resolve session. Those notes are saved in the LogMeIn Resolve only.
- How can I sign out of Resolve from ConnectWise?
-
There's a Sign out button in the top-right corner of the
LogMeIn Resolve pod.
- What if I sign out during an active support session?
- Your support session does not end when you sign out of LogMeIn Resolve. You or the end-user has to manually end the session.
- Can I add multiple time entries to a ticket?
- Yes. One for each support session that you start from a ConnectWise ticket.
- I have custom information that I need to fill in when creating a time entry. How can I do that?
- LogMeIn Resolve fills in the start and end time of a support session. If you want to add more information to the entry, you have to open it from ConnectWise and edit its details.
- Why do I see the error "New Time and/or Expense report periods have not been setup. Please contact your administrator to have them create Time and/or Expense Report Periods"?
- To create time entries in the LogMeIn Resolve app, an admin must first set up those entries. See Enable time entry creation in the LogMeIn Resolve app
