Recent Blogs
The newest version of Linux Unattended is ready for customer testing!
1 MIN READ Give it a Try: Login to beta.logmeinrescue.com Navigate to the Access Wizard to create a Linux installer Give the installer a name ideally without spaces On the Ubuntu device, open the Downloads folder Right click the Download folder path and select "open in terminal" Type the following command inserting the name of the installer: sudo ./nameofinstaller.sh Note - if your installer file contains spaces you will need to put the installer name in quotes e.g: sudo ./"my installer.sh" The terminal will unpack the installer and you're ready to access from the live tech console Note - at this time only the X11 display server is supported If you attempt to connect to a device running Wayland you will see a blank screen. To change to X11 on Ubuntu 22.04, click the settings icon in the lower right of the login screen and select "Ubuntu onXorg" to launch Linux with the X11 display serverIntroducing Pan and Zoom for Rescue Live Lens!
1 MIN READ Key Features: Freeze Frame Functionality: Technicians can now pause a live video feed during a support session to capture a still frame. Zoom In and Out: Once the feed is frozen, technicians can zoom in on the image to examine fine details, such as serial numbers, intricate wiring, or small components. Pan Across the Frame: Navigate around the frozen frame to focus on specific areas without requiring customers to adjust their camera. Effortless Precision: By freezing and zooming in, technicians gain the ability to make informed decisions, even in situations where clarity or visibility might otherwise pose challenges. Customer Use Case: A customer is struggling with a complex issue on their network hardware. The technician initiates a Rescue Live Lens session and asks the customer to show the device. By freezing the feed and zooming into the serial number on the back panel, the technician quickly identifies the exact model and walks the customer through the resolution process. Customer Benefits: Enhanced Problem-Solving: Pan and Zoom enables technicians to see more detail, ensuring better diagnostics and faster resolutions. Improved Customer Experience: By eliminating guesswork and back-and-forth instructions, technicians can provide precise guidance with minimal effort from the customer. Time Savings: Technicians can quickly identify key details without requiring repeated actions from customers, saving time for everyone involved.Breaking News: WebTC features you've been waiting for!
3 MIN READ Inspired by the vision of a lightning fast remote support session, we are proud to announce that Zero Download Desktop View is live and available to all Rescue customers in the Web Technician Console. With this significant enhancement to the remote support flow, end users don't have to download and install anything before the technician can view their screen. This will drastically reduce session duration and improve customer satisfaction. Alongside, we released the Guided Agent Flow a couple of weeks back. This major UX improvement will help agents to guide end users joining their sessions (and download the applet, if necessary) and thereby goes hand in hand with Zero Download. To provide even more value in this release, we also introduced E-Mail and SMS sending for WebTC initiated sessions, which is a hard requirement and frequently used feature, the latter especially for mobile sessions. Use Case: Zero Download Desktop View is primarily suited for supporting external customers where technicians often have to deal with less tech-savvy end users. In those situations, the major pain point is that getting the end user into a remote support session often takes longer than helping them with their actual issue. We have heard this from many customers across the board. Over the course of time, this becomes not only a source of frustration for technicians, it significantly increases Average Handle Time (AHT). However, with this new Session type, end users don't have to download or install anything so that a remote support session can be established. They simply have to click on the link they get from the technician or enter the PIN on logmein123.com and will be connected. As soon as the end user gives their consent, the agent can see their screen and provide support. If the technician decides that Remote Control is needed, they can elevate the session and perfectly guide the end user to download and install the required applet, since they already see what the end user sees. Customer Benefits: Reduced handle time: Enabling end users to launch a session with one click and technicians to guide them on their way to Remote control significantly reduces time spent on session establishment and user guidance. Platform agnostic: Zero Download sessions work with any standard PC browser. End users only need to install the applet if technicians need Remote Control. In this case, the same requirements for applet-based sessions apply. Note: For mobile sessions, the Rescue app is always required. Delighting users: Less clicks needed, faster session establishment, and with the Guided Agent Flow, the technician always knows at which step of the process the end user currently is. How does it work? 1. Create a session and invite the customer Note: The logo on the end user session page (screenshot above) can be modified in the Admin Center. By default, the Rescue logo is used, but can be replaced in the Customer Applet section in the Technician Group Settings. 2. View customer desktop. Note: If you selected the option to start the session with screen sharing, the end user will be prompted to share their screen right after they join the session. 3. Elevate to Remote Control Note: From here on, the end user is prompted to download the applet and the remaining flow is the same as today! Known Limitations: Not supported in Desktop TC Currently with a Beta label until we can validate with usage that there are no significant issues reported. Zero Download Desktop view only provides a lightweight session experience No in-session tools like whiteboard and laser pointer except for Capture Screen No device information other than browser, OS, resolution, IP address No file manager, history & notes, reboot etc. Documentation: Zero Download Desktop View Elevate to Remote Control What's Coming Next for the WebTC in Q1? Scripting Session Collaboration What's Coming Next for the WebTC in Q2? File Manager Session History & Notes Session RecordingRescue ServiceNow Integration is certified on Xanadu
1 MIN READ Today the Rescue product team is excited to announce that version 4.0.5 of the Rescue ServiceNow integration is certified on Xanadu, the Winter 2024 release for ServiceNow. Customers using the integration will be able to immediately update to the latest version of ServiceNow without interruption, and can continue to realize the value the integration provides - such as generating a pin code from a ServiceNow Case, Incident, Agent Workspace, and Interaction, while having Rescue session data posted back to ServiceNow in near real time. What's next? Certification on Yamaha - the spring 2025 version will begin shortly, along with added support for WebTC zero download pin codes generated within ServiceNow Important Links ServiceNow store listing Documentation
