LogMeIn Rescue can show your customers a Simplesat survey when a support session ends. You set it up in LogMeIn Rescue with a Simplesat survey link, and it works without connecting the two.
Connecting LogMeIn Rescue adds one integration, Sync session details from LogMeIn Rescue to Simplesat, listed under Survey integrations. It adds the technician, the customer's name and the session's details to each response.
Before you start
The LogMeIn Rescue integration is available on every Simplesat plan.
In Simplesat, you need the Manage integrations permission to connect LogMeIn Rescue and switch the integration on. Owner and Admin have it by default.
In LogMeIn Rescue, you need to be able to change a technician group's settings in the Admin Center and create an OAuth client.
Check which LogMeIn Rescue region you're in, global or EU. You'll be asked for it when you connect.
Connect with a LogMeIn Rescue user who can see the technician groups you want details from. The integration only looks for sessions in the groups that user can see.
Integration security, permissions and data flow covers what a connected tool can read and write.
Connect LogMeIn Rescue
To connect, you create an OAuth client in LogMeIn Rescue and then enter its details in Simplesat.
Open the OAuth clients page for your region:
Global:
https://secure.logmeinrescue.com/id-srv/oauth/clientsEU:
https://secure.logmeinrescue.eu/id-srv/oauth/clients
Create an OAuth client for Simplesat. Give it the redirect URL
https://integration.simplesat.io/connector/callbackand access to the Rescue API.Copy the client ID and client secret, and keep the secret somewhere safe.
In Simplesat, on the Integrations page, open LogMeIn Rescue and click Authenticate.
Fill in the fields and click Authenticate:
Field | What to enter |
Region domain (com or eu) |
|
Client ID | The client ID you copied |
Client Secret | The client secret you copied |
LogMeIn Rescue asks you to sign in and approve the access request. Whoever signs in is the user Simplesat connects as, so make it someone who can see the technician groups you want details from. Then you're back on the LogMeIn Rescue page in Simplesat.
When the page shows Authenticated with LogMeIn Rescue, click Activate integration on Sync session details from LogMeIn Rescue to Simplesat.
Heads up: To connect with a different client or region, click Revoke access, then Authenticate again. Reconnecting doesn't switch the integration back on, so click Activate integration again afterward.
Send surveys from LogMeIn Rescue
The survey link is set per technician group in LogMeIn Rescue, so every group can use the same survey or each can have its own.
First, copy a survey link in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose LogMeIn Rescue.
On Publish, click Generate embed code.
Choose Link and click Copy survey.
Then add it to a technician group in LogMeIn Rescue:
In the Admin Center, select the technician group that should survey its customers.
On the Settings tab, go to the customer survey settings.
Choose Use self-hosted customer survey and paste the survey link.
Switch on the option that adds the session details to the URL.
Save the settings.
Repeat these steps for each technician group.
Heads up: If the option that adds the session details to the URL is off, the link has no session ID. Your customer sees "Missing surveyToken or RescueSessionID" instead of the survey.
When a session ends, LogMeIn Rescue opens the survey for the customer and adds the session's details to the link. Each response comes in with the session ID as its ticket ID. The other session details on the link, and the customer's device and browser, are saved as ticket fields on the response.
To test it, run a session with yourself, close it, and click a rating.
Session and technician details in Simplesat
Sync session details from LogMeIn Rescue to Simplesat has no settings. Once it's active, it runs on responses from every survey, but it only adds details to a response whose ticket ID matches a LogMeIn Rescue session.
The details don't show up right away. LogMeIn Rescue's reports don't list a session right after it ends, so the integration waits about four hours after a response arrives, then reads the session from the reports. If the response changes, it reads the session again about four hours later.
It adds these to each response:
The technician, as a team member with the role Technician, with their name, email and LogMeIn Rescue ID.
The customer, with the name from the session and a stand-in email made from the session ID, such as
[email protected]. Each session adds its own customer in Simplesat.The session's channel, status and type, as the ticket fields
channel,statusandtype.The session's times, such as its start and end time, waiting time and total time, as ticket fields.
The version number of the customer's operating system, as the ticket field
os_version.
Ticket fields already on the response stay.
Attribution: linking feedback to tickets, customers and agents explains how Simplesat connects responses to customers and team members.
Troubleshooting
My customers see "Missing surveyToken or RescueSessionID" instead of the survey
The survey link needs the session ID, and LogMeIn Rescue only includes it when the option that adds the session details to the URL is on. In the technician group's customer survey settings, switch it on and save. While you're there, make sure the pasted link was copied from a survey set to LogMeIn Rescue.
The technician and session details don't show on my LogMeIn Rescue responses
The details only appear when all of these are true:
About four hours have passed since the response arrived. The integration doesn't read the session before then.
Sync session details from LogMeIn Rescue to Simplesat shows as active. After Revoke access and Authenticate, you have to click Activate integration again.
The response's ticket ID is the LogMeIn Rescue session ID. It comes from the survey link when the option that adds the session details to the URL is on.
The session's technician group is one the connected LogMeIn Rescue user can see.
Region domain (com or eu) matches your LogMeIn Rescue region.
Every LogMeIn Rescue response adds a new customer in Simplesat
That's expected while the integration is on. It saves each session's customer with the name from the session and a stand-in email made from the session ID, such as [email protected], so every session adds its own customer.
FAQ
Do I need to connect LogMeIn Rescue to survey my customers after a session?
No. The survey link in the technician group's settings works on its own. Connect only if you also want the technician and session details on each response.
Can each technician group use a different survey?
Yes. The survey link is set per technician group, so paste a different survey's link into each group's customer survey settings.
How long until session details show up on a response?
About four hours after the response arrives, because LogMeIn Rescue's reports don't list a session right after it ends.