The LogMeIn Rescue app allows your agents to provide instant remote support to customers and log session details back in Freshdesk.
Currently, LogMeIn Rescue supports only Windows users for using the Technician Console. The end-user can be in any platform.

  1. To integrate LogMeIn Rescue with Freshdesk, go to Admin > Apps > Get More Apps > LogMeln Rescue.


  2. To get 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.
  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.

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

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

  6. 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.

     If you come across a login error, verify if you have assigned the ticket to the help desk agent currently requesting the PIN code.

  7. Now, click on the Launch Technician Console directly from the widget to start your LogMeIn Rescue technician console. 

  8. 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.

    tech.png
  9. When the technician ends the support session, the session details with chatlog, end-user system information, total time spent in support, etc., are sent to the Freshdesk ticket and added as a note.
    session.png