HELP FILE

Integration of Rescue and Freshdesk

    Articles related to customization are written for a technical audience who have experience in web development. Knowledge of HTML, CSS, and JavaScript are required.

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

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

      Result: The GoTo Rescue settings page is displayed.

    2. In Freshdesk on the GoTo Rescue settings page, enter your Company ID. Here's how to find your Company ID:
      1. Go to GoTo 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 GoTo Rescue settings page, enter your SSO Password. Here's how to set your SSO Password:
      1. Go to GoTo 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 GoTo Rescue settings page, once you have entered your Company ID and SSO Password, click Enable.

      Result: The GoTo 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 GoTo 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 GoTo 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}!

    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.

    Login error? Make sure you assign the ticket to the help desk agent currently requesting the PIN code.