Device-Based Restricted Access is Here
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 hereSpotlight on AI Quality Management and introducing Scoring Improvements
Many organizations are exploring how AI can be used to evaluate 100% of queue calls for quality assurance. However, questions often arise regarding oversight—both of the AI’s decisions and supervisors’ roles in the process. With recent usability enhancements in our AI Quality Management features, supervisors can now review, adjust, and validate AI-generated call evaluations. This creates multiple layers of oversight, helping to ensure fairness and transparency in the quality management process. These tools make it easier to identify opportunities for coaching, maintain high standards in customer interactions, and support trust in the evaluation process among teams. Additionally, these enhancements are designed to support compliance requirements and provide comprehensive reporting, allowing HR departments better visibility and confidence in the use of AI for performance management. Key Details on Scoring Improvements: In the past, results from unwanted evaluations were included in overall dashboard metrics, and there was no visibility into which evaluations received a human review. With new discard/approve options and filtration users enjoy cleaner views into results. Actions for fast acceptance of scores Convenience filter for yes/no question scores Streamlined feedback UI for cleaner workflow Visibility into the user who last changed a score, on hover In-app information for clarity on how feedback is used by the system Ability to formally approve or reject evaluations New approval and discard workflows Confirmation and visibility into who approved/discarded Ability to undo/update statuses New filtration to analyze evaluations by status More details on AI Quality Management can be found here. If you’d like to learn more or enable these tools, you can visit the GoTo Connect self-service portal and add AI Quality Management to your existing GoTo Contact Center Complete product. Questions or comments? Please let us know in the comments section.Introducing Localized Transcripts for GoTo Meeting
We are excited to introduce a new feature this week: Transcript Localization, which leverages AI to automatically generate transcripts in native/local languages as selected by the Host for cloud-based recordings in GoTo Meetings. Now, Whether it’s a crucial business meeting, a conference call, or a brainstorming session, you can capture every word spoken accurately even when the conversation is in non-english (in native/local) language. Please note, The above option works well when the entire meeting is in one language only. We have seen quality compromises and unnecessary translations in case there are multiple languages being used in a meeting. We have also introduced a new Beta option i.e. Adaptive which automatically detects the transcription language from the initial Audio (Origin) clip and uses the same language to generate transcripts respectively. How to change transcription language ? Click on Profile logo (top-right corner) Click on Settings In Settings, Navigate to Meetings → Content section Use Drop-Down to select appropriate Transcription language Find out more about this feature here. Have you tried this feature? Let us know what you think in the comments!
Important Update: LogMeIn Rescue’s Website is Moving
To Our Valued Customers, We wanted to let you know that LogMeIn Rescue will soon have a new home. Rescue’s website will be soon moving to logmein.com This update only affects Rescue’s marketing website -- the product will not be impacted so most customers won't need to take any action. However, there are a few important details we want you to be aware of. What's Changing? New URL The current URL, www.logmeinrescue.com will redirect to www.logmein.com. There will be no changes to your service and the product URL for Rescue services such as My Account, Admin Center and WebTC will NOT change; these will still be accessible at secure.logmeinrescue.com secure.logmeinrescue.com will be redirecting to https://secure.logmeinrescue.com/Account/Login. Upon logging out of the rescue product, you will also be directed to https://secure.logmeinrescue.com/Account/Login. New Look: You'll notice updated Rescue branding colors on our website and some areas of the product. What Action Do You Need to Take? Bookmark the Rescue Login page https://secure.logmeinrescue.com/Account/Login to ensure you and your technicians have direct access to Rescue. Confirm Access to the new URL at www.logmein.com for product information and support content. Allowlisting: For companies that restrict network access to specific websites or software, we suggest allowing the following domain: logmein.com Please note, allowlisting only logmein.com will not allow use of other LogMeIn products unless you wildcard the domain (e.g., *.logmein.com). We appreciate your continued partnership and are excited to continue delivering world-class remote support through LogMeIn Rescue. If you have any questions or need further support, please don't hesitate to reach out to us using this link or comment on this post. Thank you! The Rescue TeamThe 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 serverRescue 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!
