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

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

   Result: The GoToLogMeIn Rescue settings page is displayed.

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

   Result: The GoToLogMeIn Rescue widget appears below the ticket sidebar on the Ticket Details page.

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

5. Set LogMeIn Rescue to export session data to Freshdesk upon session end. Here's how:
   1. Go to GoToLogMeIn 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}!

What to do next:

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.