GoTo LogMeIn Rescue

Seamless integrations for seamless support

Centralize your remote support process and deliver unified support across all devices. Rescue makes it easy to connect your customer engagement systems and tools together.

• SDKs - Provide direct in-app support. Provide a seamless end user support experience without the need for users to leave your app. Retrieve device information, chat with users, send a URL, see and annotate the app’s screen, and even view a user video stream.
• APIs - Break down barriers between applications. Perform administrative tasks, log in from other applications, integrate with call center applications and stay organized — even if your ticketing or CRM solution isn’t on our roster yet.

Secure remote support software

• Make admins’ jobs easier with Active Directory (AD) - With secure user onboarding with AD, admins’ jobs are easier too. There’s just one pool of users to manage. Any user changes in AD are automatically synched to Rescue.
• Simplify and secure your access - Use SSO to securely log in to Rescue with the same identity used for other enterprise applications, saving time and frustration. Add another level of security with two-step verification, including time-based codes, one-tap prompts, and more.
• Ensure secure communications - Stay secure with banking-grade end-to-end 256-bit Advanced Encryption Standard (AES) and TLS 1.2 transport security.

Admin and reporting

As an administrator, you're faced with increasing both efficiency and end user satisfaction. Rescue’s monitoring and reporting gives you the insight you need to make smarter decisions.

• Administration Center - Manage everything in one place. Centrally perform management tasks such as creating and assigning permissions for other administrators, technicians and groups or create and view reports.
• Technician and Administrator Management - Securely manage your helpdesk. Create and assign administrators and technicians to specific groups, set up permissions at a granular level, and monitor techs in real time during a session.
• Command Center - Generate live reports of technician statistics and activity, as well as user satisfaction levels based on performance metrics.
• Session History & Recording - Record sessions automatically or on a session-by-session basis, input notes for future sessions, or view history and notes from previous sessions.
• Predefined Support Channels - Predefine support channels for specific issues or escalation levels and assign them to specific technician groups.

Customization and branding

• Live Translation Service - Offer multi-language support, in real time. Consolidate high-cost multi-lingual call centers. Offer multi-lingual support to customers and end users effortlessly by using live translation services powered by Google Translate – regardless of the language spoken by your agents. Customize glossaries and establish a default language with minimal configuration.
• Global Language Support Reach users worldwide - Support globally in your customers’ and technicians’ local language. The full Rescue product is available in 12 languages and the Customer Applet is available in 29 different languages.
• Custom Chat - Brand the conversation. Display your company name and logo in the chat window. You can direct users to download the app or fully embed the instant chat app into a web-based application.
• Channel Link - Create a faster path to support. Users simply click a link without needing to enter any information to start a session.
• Custom Channel Entry Form - Users fill out custom text entry boxes to pre-populate information, giving the technician a head start to help.
• Custom PIN Entry Form - Users simply enter a code to access support. You can put PIN entry forms on different webpages to direct support traffic to the right technician.

Every remote support session has an impact on your reputation. Represent your brand in the best way possible with customizable features that meet your end user's needs.

Live lens

• Annotations - Support agents draw or place various annotations such as numbered arrows, text and auto shapes on the paused video feed to help explain the solution.
• VoIP Audio - Built-in audio makes it easy to communicate while seamlessly resolving the problem.
• No Downloads - Rescue Live Lens is entirely browser-based. Customers and remote employees simply click to join a live video session without needing to download a mobile app onto their device.
• Smartphone Camera Sharing - Agents can remotely view an iPhone, Android, or Windows camera to see and solve issues through a live video feed.

Empower support teams with everything they need to see the world through the eyes of your customers and remote employees – minus any time-consuming downloads.