Using the LogMeIn Resolve app in Freshdesk

LogMeIn Resolve offers your agents the option to start remote control sessions with your end-users directly from Freshdesk.

Prerequisites

The following requirements must be met to use LogMeIn Resolve in Freshdesk:

You must get the LogMeIn Resolve app from the Freshworks Marketplace
Your end-users and agents must meet the minimum system requirements
An administrator at your organization should first install the LogMeIn Resolve app to Freshdesk for your agents
Agents should have a paid LogMeIn Resolve account with Remote Support capability. You can set up agents in GoTo Admin.

Benefits of using this integration

The LogMeIn Resolve app offers the following benefits to agents working in Freshdesk:

Manage incidents through LogMeIn Resolve: The LogMeIn Resolve app extends Freshdesk capabilities to provide agents with a full incident management suite, including remote controlling the end-user's device.
Create support sessions from the LogMeIn Resolve app: Agents can provide remote support to end-users directly from Freshdesk. This includes instant chat, remote control, and remote view.
Share session link and collaborate in real-time: Agents can invite an end-user to a support session with a single click.
Join the session: Agents can join a LogMeIn Resolve support session directly from Freshdesk
Detailed history of support sessions in Freshdesk: LogMeIn Resolve collects notes and automatically adds those to the Freshdesk ticket after the session ends.

Install the LogMeIn Resolve app in Freshdesk

As an administrator, you must first install the app to your Freshdesk account.

In Freshdesk, go to Admin > Support Operations > Apps > Get More Apps.
Search for LogMeIn Resolve and select Install.
After installation, the Configuration page is displayed.
In the Configuration page, api_key and domain values are populated automatically. If not, type the following details:
- api_key: Paste your API key to set up the connection between Freshdesk and LogMeIn Resolve. You can find the API key by selecting Settings > Profile settings in the top right.
  Then select View API Key on the right and copy the key.
- domain: The domain that you see in the URL of your Freshdesk workspace. For example, if you access Freshdesk at https://mycompany.freshdesk.com then your domain name is mycompany.
Select Install.
This will add LogMeIn Resolve to your Freshdesk account.
Let your agents know that they can now use LogMeIn Resolve to start remote support sessions from Freshdesk.

Start a remote support session from Freshdesk

As an agent, you can connect to the devices of your end-users directly from a Freshdesk ticket to provide support. Here's how:

Open a Freshdesk ticket.
The LogMeIn Resolve app is displayed on the right.
In the LogMeIn Resolve app, select Share invite in ticket.
This generates a support session key and adds a note to the ticket that includes a link for the end-user to join the session. In the note, you can include additional information for the end-user before they join.

Note: You can also send the link to your end-user in an email or through another messaging tool.
Select Add note in Freshdesk to send the support link to the end-user in an email.
Ask the end-user to open the message and click the link to join the support session.
A new browser tab is opened on the end-user's device displaying the session chat panel.
Select Join my session to start an instant chat with the end-user in LogMeIn Resolve.
You are prompted to sign in to your LogMeIn Resolve account if you haven't already.
Wait for the end-user to join.
Now you are in a chat session with the end-user.
In LogMeIn Resolve, select Remote control.
Ask the end-user to click Download application in the chat window so that they can download and run the support application required to establish a support session.
A remote control support session is established.
In the Console, click anywhere on the end-user's screen to initiate actual remote control.

Results: To end the session, click End session in the Console. Your chat log is saved in the Notes tab of the Freshdesk ticket in about a minute after ending the session.

To see what you can do during your remote session, see Starting instant support sessions.

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. The reason for this is generally the following:

The end-user has network connection issues
The agent closes the session before the end-user can join

In either of these cases, the agent can start a new session and send that to the end-user. To do so, while you have a Freshdesk ticket open, select the Start a new session link in the LogMeIn Resolve app. This will regenerate a support session key that you can send to the end-user.

Frequently Asked Questions

Is reporting available for support sessions?: Reporting is available in LogMeIn Resolve, but not in Freshdesk. See Working with Session Reports.
Can I replay session recordings?: Yes, you can do that in LogMeIn Resolve. All you need is the session ID that you have generated in Freshdesk. Based on that ID, you can find the session on the Reporting page of LogMeIn Resolve.
What are the system requirements of using the LogMeIn Resolve app?: See our system requirements.

Article last updated: 17 July, 2024