HELP FILE

Integration of Rescue and Zendesk

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    The lets agents start a remote session from a Zendesk ticket and capture the session's details in the ticket afterwards.

    To use the , you must have a valid Rescue license or trial account.

    General workflow:

    1. While corresponding with a customer through a ticket or over the phone, a support technician decides to start a remote session with the customer to troubleshoot the problem.
    2. From the ticket in Zendesk, the technician generates and sends a link and a PIN code to the customer to start the remote session.
    3. The technician provides remote support to the customer. The technician can view information about the Zendesk ticket in the GoTo interface during the session.
    4. When the remote session ends, details about the session are added to the Zendesk ticket.
    Article last updated: 27 September, 2022