Link devices to helpdesk tickets in the LogMeIn Resolve Console
When you link a device to a helpdesk ticket, you get a direct link to the device's quick view and see up-to-date device data directly from the Ticket details page.
Tip: When you link a device to a helpdesk ticket, you can start a remote support session directly to that device by selecting Start support session on the right of the ticket editor.
- On the right, select the plus sign next to Linked device.
- Select the device that you want to associate with the ticket and then select Link device.
You are redirected to the Ticket details page where you can continue working with your ticket. You can see basic information on the linked device on the right of the Helpdesk ticket.
What to do next: To unlink the remote device, hover over its name and select the
Unlink device icon on the right.
Frequently Asked Questions
- What's the difference between linking devices and assets to tickets?
- Devices are the remote computers that you can remotely access and manage. When you link a device to a ticket, you will see an overview of that device directly from the related helpdesk ticket. It also provides a quick link to the Device details page that gives you total control of your remote device. Assets, on the other hand, are inventory items that you cannot control. Assets are useful for record keeping, so that you can track what devices your organization has, but you cannot control an asset.
- Can I link multiple devices to a helpdesk ticket?
- No.
- How can I see the details of a linked device?
- Click the name of the device on the right of the Ticket details page. This takes you to the Device details page that lists all available information on the linked computer.
- If I delete a device, will it also be removed from the helpdesk ticket?
- No. The link between a ticket and a deleted device remains active until you unlink the device. You will also see the last known details of a deleted device, such as device health or when it was last online.
Article last updated: 7 November, 2024