2 need to also perform the following additional setting: If you see none of the boxes listed, please end the Rescue session and try connecting again, some systems take a second launch attempt to get the choices to appear properly.Įnd-users on Catalina 10.15. Note: You may not see all of the boxes listed. The boxes may be any combination of: Bash, AEServer, and SupportLogMeIn Next, switch the category on the left pane to Screen RecordingĬheck off the access for Screen Recording Including: Bash, AEServer, and SupportLogMeIn You must check off any of the boxes under Privacy > Accessibility Next, you will receive a prompt to Open System Preferences.Ĭlick the lock icon in the lower left corner to make changes. zip file, its recommended to drag that icon to the desktop then double-click.Ĭlick Open\Ok\Allow through any security popups. It will download a Support-LogmeinRescue App to your downloads. ‘Name for custom field 3’: Ticket Requester phone numbersĮ.LogMeIn Rescue is an app that allows our technical support team to share screens and assist remotely by controlling the mouse and keyboard input.įirst, you will receive a link or a code to manually type into or Įnter in the code, then hit the Start Download button. ‘Name for custom field 1’: Ticket SubjectĬ. ‘Name of the field’: Ticket Requester Nameī. In LogMeIn “Global Settings’ customs fields are mapped to Freshdesk ticket details as:Ī. The trackpad seems to be not working with my MacBookĠ5:31 PM John Doe: I will transfer this session to my technician and will have a look at your issue.Ġ5:31 PM The technician ended the session.ġ8. How may I help you?Ġ5:30 PM Stacy: Hi John. When the technician ends the support session, a private note will be added to a ticket.ĬHATLOG:05:30 PM Connecting to: (95.172.70.144:443)Ġ5:30 PM Connected to Applet (RSA 2048 bits, AES256-GCM- SHA384 256 bits)Ġ5:30 PM Customer Applet is running as a Windows system service.Ġ5:30 PM John Doe: hello, this is John from Support. When the session status turns to “Waiting” in the LogMeIn Rescue’s desktop console, double click the session to connect to the waiting customer. Open your Desktop LogMeIn Rescue console.ġ6. Click on ‘Send’ to send session instructions to the customer.ġ5. Remote session instructions will be copied to the ticket ‘Reply’ widget.ġ4. To take advantage of the integration, a Freshdesk agent clicks on ‘Generate New Session’ to generate a new PIN code.ġ3. The LogMeIn Rescue widget appears in the ticket sidebar on the Ticket Details page.ġ2. In ‘Post session details:’ select the radio button ‘as XML data’.ġ1. Enter the URL copied in step 9 in ‘Post session details to URL when session is ended by a technician:’ĭ. Select a Technician Group and go to ‘Settings > Exporting Session Data.Ĭ. Go to LogMeIn Rescue and open the Administration Center.ī. Set Rescue to export session data to Freshdesk. Click on the settings icon next to ‘LogMeIn Rescue’ appĩ. In your Freshdesk account, go to Admin > Appsħ. Set your SSO password under ‘Single Sign-On’ in the field ‘Enter new SSO password.’Ħ. Go to LogMeIn Rescue and open the Administration center.Ĭ. Your Company ID is located under ‘Single Sign-On’ in the section called ‘ASP. In the Administration Center, go to ‘Global Settings’Ĭ. Go to LogMeIn Rescue and open the ‘Administration Center’ ī. Enter your Freshdesk Domain name and API key and click ‘Authenticate’.ģ. To integrate LogMeIn Rescue with Freshdesk, go to Admin > Apps > Get More Apps > LogMeIn RescueĢ.
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