Jira Service Desk

Overview

Are you tired of navigating complex support systems? With GoTo Resolve, agents can now initiate fast and secure remote support sessions directly from Jira ServiceDesk tickets.

Swiftly resolve customer issues during an instant screen-sharing session. Use GoTo Resolve in Jira ServiceDesk to start a one-click, hassle-free support session.

When the support session ends, the session data is automatically pulled into the Jira ticket for record-keeping purposes, eliminating the need for yet another system to manage remote support sessions.

• Provide Integrated Remote Support
  From a Jira ticket, agents can initiate an instant online support session with a single click to access and control a customer’s device.
• Raise Productivity and Revenue
  GoTo Resolve for Jira ServiceDesk streamlines customer support, helping drive productivity and increase revenue.
• Improve Customer Satisfaction 
  Tackle issues quickly to enhance first-contact resolution rates and boost customer satisfaction. 

How To Install

Adding the GoTo Resolve Integration to Jira ServiceDesk

As an administrator, you must first install the app to your Jira account.

1. From the top navigation bar in your application, choose Apps > Manage apps.
2. Choose Find apps in the sidebar of Jira's admin console.
3. Search for GoTo Resolve.
4. Follow the prompts to Install the app.

How can you start a remote support session from Jira?

As an agent, you can connect to the devices of your end users directly from a Jira ticket to provide support. Here's how:

5. Open a Jira ticket.
   
   The GoTo Resolve app is displayed on the right.

   

6. In the GoTo Resolve app, select Share invite in ticket.
   
   This generates a support session key and adds a comment to the ticket that includes a link for the end user to join the session. You can edit the comment to include additional information for the end user before they join.
   Note: You can also send the link to your end user in an email or through another messaging tool.

7. Optional: You may have to grant access for Jira to connect to your GoTo Resolve account. Here's how:
   1. In the warning message displayed in Jira, select Configure access.
      
      You are redirected to a Jira page with information on why GoTo Resolve requires additional access.
   2. Select Continue.
      
      The GoTo Resolve sign in page is displayed.
   3. Sign in to your GoTo Resolve account.
      
      The Jira ticket is displayed again.
8. Ask the end user to open the message, and click the link to join the support session.
   
   A new browser tab is opened on the end user's device displaying the session chat panel.
9. Select Join my session to start an instant chat with the end user in GoTo Resolve.
   
   You are prompted to sign in to your GoTo Resolve account, if you haven't already.
10. Wait for the end user to join.
    
    Now you are in a chat session with the end user.
11. In GoTo Resolve, select Remote control.
12. Ask the end user to click Download application in the chat window, so that they can download and run the support application required to establish a support session.
    
    A remote control support session is established.
13. In the Console, click anywhere in the end user's screen to initiate actual remote control.

Results: To end the session, click End session in the Console. Your chat log is saved as a comment in the Jira ticket when you end the session.

To see what you can do during your remote session, see Starting Instant Support Sessions.

Troubleshooting remote sessions

Unable to connect to a remote session

In certain cases, the end user may not be able to connect to the remote session. The reason for this is generally the following:

• The end user has network connection issues
• The agent closes the session before the end user can join

When an agent can’t create a session, they can 'force login' as follows:

14. Navigate to https://id.atlassian.com/manage-profile/apps.
15. On the Connected apps tab, select the GoTo Resolve app.
16. Revoke access to GoTo Resolve.
    
    
    
    The agent can now create sessions from Jira.

In either of these cases, the agent can start a new session and send that to the end user. To do so, while you have a Jira ticket open, select the Start a new session link in the GoTo Resolve app. This will regenerate a support session key that you can send to the end user.

Frequently Asked Questions

Is reporting available for support sessions?

Reporting is available in GoTo Resolve, but not in Jira. See Working with Session Reports.

Can I replay session recordings?

Yes, you can do that in GoTo Resolve. All you need is the session ID that you have generated in Jira. Based on that ID, you can find the session on the Reporting page of GoTo Resolve.

What are the system requirements of using the GoTo Resolve app?

• For the agent's system requirements, see System Requirements for Agents.
• For the end user's system requirements, see System Requirements for End users.