Opening Remote Connections on Tickets
After installing the LogMeIn Rescue Remote Assistance app, agents and admins can request remote sessions with ticket requestors directly on any ticket page. This is done by accessing the LogMeIn Rescue widget located just below the Submitted By section on any ticket.
The agent and requestor need to coordinate with each other ahead of time to determine the best time for a remote support session. The agent can request a new remote session at the appointed time simply by clicking on the Request a New Remote Session button.
This will add a note in the ticket timeline, and a ticket update notification should let the requestor know that the ticket has been updated. Please note that this update email should not be used in place of the ticket agent and requestor communicating to identify a time that fits both of their schedules. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session with the ticket requestor, the requestor will be able to see the request when directly accessing the ticket while logged into Incident IQ. From here, the requestor can either Accept or Deny the request for a remote session.
At this point, the requestor will need to wait for the agent to provide a LogMeIn Rescue Pin that they can use to connect to a remote session.
The agent will now need to generate and input the LogMeIn Rescue Pin into the corresponding field on the ticket, followed by clicking on Send Rescue Pin to send the code over to the requestor.
The requestor can now click on Join Session to finalize opening the remote connection with the agent.
Once troubleshooting has finished, the working agent or requestor can close the session by clicking on Session Complete.
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Hannah Bailey - Director, Customer Engagement