AmberW
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Joined 8 years ago
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Special Virtual Event: GoFurther on June 17th!
We’d love to see you at GoFurther, GoTo’s virtual event on June 17, where tech leaders and industry experts will discuss how practical innovations in IT and communications drive real-world results. Plus, Brian Solis, Digital Futurist, will be sharing his own invaluable insights to kick things off. Save your spot! Hope to see you there!Feature Parity - Web-based Tech Console vs. Desktop Tech Console
More Info - Web Console - FAQ ** - 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 X X Session Collaboration X ETA Q2 2025 Scripting X ETA Q2 2025 File Manager X ETA Q2 2025 Session Recording X ETA Q3 2025 History & Notes X ETA Q3 2025 Whiteboard X X ** Laser Pointer X X ** Predefined Responses and URL’s X ETA H2 2025 Instant Chat X ETA H2 2025 Advanced Features Available via Add-on Modules Desktop Tech Console (DTC) Web-based Tech Console (Web TC) 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 Q2 2025 Integration with ServiceNow Coming Later in 2025! ETA Q2 2025 Live Chat Translation X X Live Screen Translation X Coming Later in 2025!The newest version of Linux Unattended is ready for customer testing!
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!
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!
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
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 DocumentationRescue Integration for Microsoft Teams - now with support for Single Sign-On (SSO).
We are excited to announce a new release of the Rescue Integration for Microsoft Teams - now with support for Single Sign-On (SSO). This update enhances security, streamlines authentication, and improves user experience, ensuring seamless remote support capabilities directly within Microsoft Teams. Please find documentation below: Get the Rescue Integration App in Microsoft App Source How to set up Microsoft Teams to work with LogMeIn Rescue Key Features SSO Support: SSO: Allows users to authenticate using their existing identity providers, reducing login friction while maintaining robust security standards. Note: The SSO leverages the SSO already configured for Rescue so no additional actions are needed if SSO is already enabled for Rescue. If not, they will need to configure SSO for Rescue not withing Teams. Enhanced User Experience: Updated UI/UX for a more intuitive and efficient support workflow within Teams. Customer Use Case: An IT support technician in a global enterprise uses the Rescue integration within Microsoft Teams to assist employees reporting technical issues. With the integration: The technician can initiate a remote session directly from a Teams conversation or channel. They can troubleshoot, diagnose, and resolve issues in real time. Using SSO, the technician logs in seamlessly through the organization’s identity provider, saving time while ensuring secure access. Customer Benefit: This release not only strengthens the security posture of the Rescue integration by introducing MFA and SSO but also enhances the overall user experience. Customers benefit from: Faster and more secure workflows through streamlined authentication. Improved support efficiency, enabling quicker issue resolution. Increased employee satisfaction with secure, seamless access to essential support tools. We are confident these enhancements will elevate your remote support experience within Microsoft Teams!
