Recent Blogs
New Feature Release: Calling Card as a Windows Service is now Live!
3 MIN READ The Rescue Product Team is excited to announce that Rescue users can now install the Calling Card as a Windows service, allowing for a much easier and streamlined experience for non-admin users joining a Rescue session. This is a highly requested feature for our customers who are constantly striving to improve the connection experience for their users.Live Lens and Live Guide are now available in Rescue WebTC!
2 MIN READ What went live? Today the Rescue team is thrilled to announce that Live Lens and Live Guide session types are now available in the webtc! Customers will no longer need to login to separate consoles to initiate sessions and can do everything from within the WebTC - saving time and improving their overall workflow as they only need to access a single application to support users across multiple session types. While the Live Guide and Live Lens sessions will still open the "old" view in a new browser, the Tech experience is still improved given that they do not need to have multiple consoles open. With this update, Live Lens and Live guide are shown on the session initiation screen as available session types - share camera, and co-browse. Please note: If you have not subscribed to Live Lens or Live Guide, the users will not see those choices. Clicking either will open a new tab where the Technician can complete the session: Use Case: For those in a multi-level helpdesk - either external or internal, now you can support customers across multiple use cases from a single console. From L1 reps needing to co-browse on a website to fix an account issue or fill out forms, to L2 needing to support a physical device like a printer or router in a work from home environment. Now these sessions are accessible from the Rescue WebTC Details & FAQ: Do I need to do anything to access the new session types? If you have purchased Rescue, Live Guide, and/or Live Lens you will automatically see the new session types in WebTC and do not need to take further action When starting a Live Lens/Guide session from within WebTC the "old" UI opens - are there plans to change this? This release marks the first step in the journey to unify Live Guide and Live Lens into the core Rescue product. In an upcoming phase of this project we will improve the UX so that it mirrors that of the webtc What's next: For Technicians: Next we will improve the UX of the experience and fully embed Live Lens and Live guide sessions within the WebTC For customers who have only purchased Live Guide or Live Lens (single product) eventually they will only need to access the WebTC which will be the only web console available for Rescue. This single experience will unlock future upsell and cross-sell possibilities for customers with multiple use cases. We will also evaluate the need for elevating from a Co-Browse to a standard Rescue session based on customer feedback, if you'd like to add your voice, let us know in the comments! For Admins: We will begin unification of the Live Guide/Lens admin center into the main Rescue admin center, simplifying administration and account setup for customers with multiple products. Stay tuned for details! If you are an Admin and interested in providing feedback, please let us know in the comments!AI Feature Comparison - WebTC vs Desktop TC
1 MIN READ Please note - AI Features are available via our Rescue Plus add-on modules. For more information about each feature or to request a demo, click here. Looking for standard feature comparisons? Click here Rescue Plus Add-on Modules Desktop Tech Console (DTC) Web-based Tech Console (Web TC) AI Add-on Module AI Session Summary Coming Later in 2025! X AI Device Analysis Coming Later in 2025! X AI Screen Analysis Coming Later in 2025! X AI In-session Recommendations Coming Later in 2025! ETA H2 2025 ServiceNow AI Integration Coming Later in 2025! X Translation Add-on Module Live Chat Translation version 7.50.3580+ X Live Screen Translation version 7.53.4032+ Coming Later in 2025!Feature Comparison - Web-based Tech Console vs. Desktop Tech Console - Standard Features
2 MIN READ More Info - Web Console - FAQ Key Benefits of WebTC: No Local Installation Required – can be accessed directly from any supported web browser with the need to install software. No more dealing with or waiting for updates to be installed! Enhanced Accessibility – facilitates support from anywhere, not just company-issued desktops Faster Setup – immediate access means less waiting for downloads, installs, updates. Great for on-the-fly support cases. Lower IT Overhead – less IT effort to manage installations, updates and troubleshooting consoles. Cross-Platform Consistency – uniform experience across different browsers and OS’s Supports Modern IT Workflows – integrates easily with cloud-first and remote friendly strategies. Looking for AI? To learn about feature comparisons for our Rescue Plus AI Features, please click here * - WebTC integrations currently do not support Generate PIN for Zero Download Remote View - this feature will be added and announced in the future. ** - not available in Zero Download Remote View Basic Features: You Know and Love Desktop Tech Console (DTC) Web-based Tech Console (Web TC) Remote Control and Remote View X X Zero Download Remote View Coming Later in 2025! X Guided Agent Flow Coming Later in 2025! X Session Log and Chat X X File Transfer via Chat X X Mobile Support for iOS and Android X X System Info X X In-Session System Reboot X X Attend PIN Code Session X X Channel Sessions X X Unattended Access X X Standard Integrations (Generate PIN and Post URL back to interaction) X X * Session Transfer (Internal) X X Session Transfer (External) X ETA 2026 Session Collaboration (Internal) X ETA H2 2025 Session Collaboration (External) X ETA H2 2025 Scripting X X File Manager X ETA H2 2025 Cloud-based Session Recording (stored by Rescue cloud servers) N/A ETA H2 2025 Local-based Session Recording (stored by customer within their own cloud storage or network) X ETA H2 2025 History & Notes X X Whiteboard X X ** Laser Pointer X X ** Predefined Responses and URL’s X ETA 2026 Instant Chat X ETA H2 2025Device-Based Restricted Access is Here
2 MIN READ What Went Live? The Rescue team is thrilled to announce that DRAP (Device-Based Restricted Access Package) - Phase 1 is now live! Part of the new paid Security Add-on for Rescue, this feature allows customers to protect any endpoints ensuring that only the approved Rescue account can establish a support session. Customer Use Case: For customers who want to protect any device from unauthorized Rescue sessions in any scenario, regardless of how they connect to the internet. BYOD? Remote worker? In office worker? On the VPN? Off the VPN? On a hotspot? In the field? On the coffee shop wifi? DRAP has you covered. Customer Benefit: Once the DRAP component is installed via .msi, only sessions from the Rescue account that installed the DRAP component are authorized to connect. Any other Rescue account attempting to start any type of session with Rescue will be rejected. The feature protects against scammers and social engineering tactics where malicious/unauthorized agents attempt to trick users into granting access by "using the support tool they're familiar with" Competitors like TeamViewer and Beyond Trust offer ways to protect devices that often require hardware appliances, complex network/software configurations, and lack flexibility to protect devices in various scenarios (e.g. off VPN or not fully configured) With DRAP, its as simple as installing the MSI. For more information about this exciting feature and the Rescue paid Security add-on, please reach out to your Account Manager, Customer Success Manager, or comment on the thread! What's Next? Support for Mac protection Protect against older applet versions (edge use case) Release a technician restriction that ensures technicians can only provide support to devices with DRAP installed. Documentation can be found here
