LogMeIn Rescue Features

Perform ultra-fast remote control with patent-pending point-to-point technology. Access a remote computer in approximately 20 seconds or less, without pre-installing software.

Quickly connect to and troubleshoot smartphones and tablets, utilizing remote control, whiteboarding, system diagnostics and push configurations. Supported platforms include Android, iOS, and legacy Windows, Symbian and BlackBerry devices. Rescue simulates the customer’s mobile device on the technician’s computer, who can then quickly diagnose and repair the device as if holding it in their hands.

The Windows and Mac Desktop Apps enable technicians to access their console in one click, so they can provide support faster, without the hassle of a browser.

Efficiently conduct remote support sessions with this versatile online interface. Initiate new sessions or respond to online customer requests waiting in a shared queue.

Gain a snapshot view of system information in a straightforward dashboard with visibility into processes, services and applications. For smartphones, view system info such as memory, battery life and software version.

Enable computers to be accessed at a configurable time in an unattended mode without the end user's involvement. This enables maximum flexibility to solve problems when it is convenient for both the end user and the technician.

Desktop and mobile browser-based chat allows technicians to chat with end users without needing to download the applet. Instant chat can be fully embedded and customized into a web-based application.

Drag and drop multiple files and folders through a dual-pane file transfer option.

Reboot and reconnect to end-user systems, even if these systems are unattended, for uninterrupted support sessions. Connect to systems even while in "safe mode".

Technicians can directly configure settings on iPhone, Android, Windows Mobile and Symbian devices without using remote control.

Input notes for retrieval during future sessions, and view history and notes captured from previous support sessions.

Technicians can share their screen with end users for training purposes.

Conduct up to 10 concurrent remote sessions with a tabbed console interface that lets you toggle easily between sessions.

View monitors side by side or toggle between monitors for customers using multi-monitor setup.

Run the Rescue Applet as a Windows System Service or Mac OS X daemon for administrator rights on a remote computer.

Enhance communications with the White Board and Laser Pointer features.

Easily access external web content right from the Tech Console, like a knowledge base or FAQs

Invite technicians from within your Rescue organization to help support an active session.

Invite technicians from outside your rescue organization (with or without a rescue license) to help support an active session.

Fully manage support sessions, including the ability to start, end, hold and transfer sessions to specific technicians.

Create administrators and technicians or technician groups and assign permissions at a granular level. Assign administrators and technicians to specific groups.

Predefine support channels for specific issues or escalation levels, and assign to specific technician groups.

Record sessions through either forced screen recording (set Rescue to record all remote control sessions automatically) or session screen recording (start, stop and save screen recording of support sessions).

Supervisors can monitor sessions in real-time, including the technician’s entire desktop.

Gain feedback through customizable post-session customer satisfaction surveys that include questions you create. Use a standard Rescue survey interface or redirect customers to a self-hosted survey or third-party survey tool.

Generate reports of technician statistics and activity. Generate reports of customer satisfaction levels (based on survey responses).

Define working and non-working hours and set Technician Console behavior when “No Technician Available” conditions are met.

Administrators can use this intuitive online interface to centrally perform management tasks such as creating and assigning permissions for other administrators, technicians and groups, and creating and viewing reports.

Centralized scripts streamline and simplify automated support, allowing admins and technicians to create, manage and deploy scripts from one location.

Connect customers to your technicians via code, email or support links incorporated into your web site. For smartphones, send download URL via text message or email, or just enter www.RescueMobile.com into the browser.

Auto-route customers to a specific support queue for handling by next available rep (incorporate support links into your web site). Create up to 10 different support channels based on subject matter or complexity, etc.

Distribute requests through a global queue for handling by next available technician.

Transfer active sessions to alternate technicians, along with notes and chat text. Administrators can transfer sessions that are on hold or waiting status to another technician, channel, or technician group.

Enable sound alerts for incoming requests in the queue and be notified by email if no technicians are logged in when a session arrives in the queue.

Keep track of sessions that timeout while technicians are busy or offline.

Instant Chat can be fully embedded and customized into a web-based application.
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An easy, one-click, zero-download desktop icon you can pre-install on remote desktops for easy access to the helpdesk. Brand the Calling Card with your corporate image and add dynamic content to market services or promotions.

Incorporate support links into your website; create up to 10 different support channels based on subject matter or complexity, etc., that route customers to specific technicians or technician groups.

Display your company name and logo in the customer chat applet. Direct customers to a web page to download the chat applet, or enable them to download it directly without visiting an interim web page.

Show your customers the amount of time they can expect to wait before a technician will be able to activate their session.

Incorporate the Code entry form directly into your company's web site/support pages (or use www.LogMeIn123.com or www.RescueMobile.com).

Display your company logo in the Windows Mobile applet.

Integrate Rescue with third-party helpdesk software solutions such as SalesForce.com, Autotask and ConnectWise to streamline IT processes for remote support.

Fast-downloading and lightweight customer applet runs in approximately 20 seconds on PCs and Macs, and completely removes itself from the remote system at session termination. Smartphone applet downloads in seconds on 3G networks.

End-users can immediately chat with support technicians without downloading software. To remotely connect from Instant Chat end-users can click a link in the Instant chat box to quickly download the Rescue Applet.

Technicians receive advance notice of incoming sessions through a "Connecting" status that notifies them when a customer initiates download of the chat applet.

Simplified customer applet is easy to use, so even novice PC users can easily accept remote support, often with one click. Firewall-friendly architecture means PC user does not require administrator rights to run customer applet.

Monochrome remote control for low-bandwidth connections.

Remote control only available for select devices

Full remote control not available; screenshot sharing simulates remote view