Product Features

What Rescue is made of

Industry-leading remote support

With LogMeIn Rescue, IT and support teams can keep employees and customers up and running without the need for pre-installed software. Use a single remote support tool to service computers and mobile devices on-demand anywhere, 24/7, as if you were sitting in front of them.

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Highlighted Rescue features

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Administration Center

Easy-to-use training tools and visibility into support interactions to help build a productive and cost-effective helpdesk that’s focused on customer satisfaction and results.

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Multi-platform remote support

Support users across PC, Mac, iOS, Android and more. Quickly connect to and troubleshoot devices, utilizing remote control, whiteboarding, system diagnostics and push configurations.

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Technician Collaboration

Invite technicians from inside or outside your organization to help support an active session. Easily transfer sessions to other agents to ensure the right level of support.

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Live Interactive Video and Whiteboard Technology

New! Rescue Lens gives you the ability to see first-hand what your client sees and support any object or device anywhere, regardless if that object is web-enabled or not. Learn more about Rescue Lens.
Technician tools
Multi-platform remote control Perform ultra-fast remote control with point-to-point technology. Access a remote computer in approximately 20 seconds or less, without any pre-installed software
Rescue Lens Rescue Lens gives you the ability to see first-hand what your client sees and support any object or device anywhere, regardless if that object is web-enabled or not.
Instant chat Desktop and mobile browser based chat allows technicians to chat with end users without needing to download the applet. Instant chat can be fully embedded and customized into a web-based application to help drive your brand further
Communication tools Enhance communications with Rescue's whiteboard and laser pointer features
Drag and drop file transfer Drag and drop multiple files and folders through a dual-pane file transfer option
Integrated content portal Easily access external web content right from the Tech Console, like a knowledge base or FAQs
Log-In as administrator Run the Rescue applet as a Windows System Service or Mac OS X Daemon for administrator rights on a remote computer
Mobile device configuration Directly configure settings on iPhone, Android, and other legacy mobile devices without using remote control
Multi-monitor navigation View monitors side-by-side or toggle between monitors for customers
Multi-session handling Rescue's tabbed console interface lets you toggle easily between up to 10 concurrent sessions
Reboot and reconnect Reboot and reconnect to end-user systems, even if unattended or in safe mode, for uninterrupted sessions
Remote diagnostics Gain a snapshot view of system information in a straightforward dashboard with visibility into processes, services and applications
Rescue desktop app Get direct access to the Technician Console in one click through the Windows and Mac desktop apps, no need to hassle with a browser
Support session history Input notes for retrieval during future sessions, as well as view history and notes captured from previous support sessions
Technician screen sharing Share screens with end users, whether for training, or how-to fixes
Top smartphone & tablet support Quickly connect and troubleshoot smartphones and tablets, utilizing remote control, whiteboarding system diagnostics and push configurations.
Unattended access Enable computers to be accessed in unattended mode without the end user’s involvement. This enables maximum flexibility to solve problems when it is convenient for both the end user and the technician
Web-based Technician Console Efficiently conduct remote support sessions with Rescue's versatile online interface. Initiate new sessions or respond to online customer request waiting in a queue
Collaboration Tools
Internal technician collaboration Invite technicians from within your Rescue organization to help support an active session
External technician collaboration Invite technicians from outside your Rescue organization (with or without a Rescue license) to help support an active session
Session transfer Fully manage support sessions, including the ability to start, end, hold and transfer sessions to specific technicians
Tools for Managers
Technician and administrator management Create administrators and technicians or technician groups and assign permissions at a granular level. Assign administrators and technicians to specific groups
Administration Center Administrators can use this intuitive online interface to centrally perform management tasks such as creating and assigning permissions for other administrators, technicians and groups, and creating and viewing reports
Centralized scripts Streamline and simplify automated support, allowing admins and technicians to create, manage and deploy scripts from one location with centralized scripts
Customer surveys An easy way to get feedback from your customers by offering a customizable post-session customer satisfaction survey. Use a standard Rescue survey interface or redirect to a self-hosted or third-party survey tool
Predefined support channels Predefine support channels for specific issues or escalation levels, and assign to specific technician groups
Support session history Input notes for retrieval during future sessions, as well as view history and notes captured from previous support sessions
Support session recording Gain the ability to record sessions through either forced screen recording (set Rescue to record all remote control sessions automatically) or session screen recording (start, stop and save screen recording of support sessions)
Technician and customer satisfaction reporting Generate reports of technician statistics and activity. Generate reports of customer satisfaction levels (based on survey responses)
Technician monitoring Supervisors can monitor sessions in real-time, including the technicians entire desktop
Technician screen sharing Share screens with end users, whether for training, or how-to fixes
"Working hours" scheduling Have the ability to define working and non-working hours. Set Technician Console behavior when "no technician available" conditions are met
Customization
Calling card desktop icon Easy, one-click, zero-download desktop icon that can be pre-installed on remote desktops for easy access to the helpdesk. Brand the Calling Card with your corporate image and add dynamic content to market services or promotions
Code web page integration Incorporate the code entry form directly into your company's web site/support pages
Custom chat window Display your company name and logo in the customer chat applet. Direct customers to a web page to download the chat applet, or enable them to download it directly without visiting an interim web page
Custom support channels Incorporate support links into your website. Create up to 10 different support channels based on subject matter, complexity, etc. Route customers to specific technicians or groups
Customized instant chat Instant chat can be fully embedded and customized into a web-based application
Estimated waiting time Gain the ability to display estimated waiting time on the Rescue applet. Show your customers the amount of time they can expect to wait before a technician will be able to activate their session
Helpdesk software integrations Integrate Rescue with third-party helpdesk software solutions such as Salesforce.com, Autotask, and Connectwise to streamline IT processes for remote support
Windows mobile branding Display your company logo in the Windows mobile applet through Rescue customization
Fast Time-to-Connect
Advance connection notice Technicians receive advance notice of incoming sessions through a "connecting" status that notifies them when a customer initiates download on the chat applet
Connect in 20 seconds Fast-downloading and lightweight customer applet runs in approximately 20 seconds on PCs and Macs, and completely removes itself from the remote system at session termination. Smartphone applet downloads in seconds on 3G networks
Easy-to-use customer applet Simplified customer applet is easy to use, so even novice PC users can easily accept remote support, often with one click. Fire-wall friendly architecture means PC user does not require administrator rights to run customer applet
Instant chat End users can immediately chat with support technicians without downloading software. To remotely connect from instant chat, end users can click a link in the instant chat box to quickly download the Rescue applet
Support for low-bandwidth users Monochrome remote control for low-bandwidth connections
System Requirements
For the remote devices that you will support: Windows 8.1, 8, 7, Vista, XP (SP3), Server 2003 & Server 2008 (all including 64-bit); Windows 98, ME and 2000 | Apple Macintosh OS X 10.9 (Mavericks), 10.4 (Tiger), 10.5 (Leopard), 10.6 (Snow Leopard), 10.7 (Lion) and 10.8 (Mountain Lion) Note: Rescue Applet over Mac Instant Chat supports only MAC OS X 10.6 (Snow Leopard) and above| Broadband connectivity to the Internet (i.e., T1, cable modem, ISDN, or DSL)
For the mobile devices that you will support: Rescue Mobile: Android OS 2.3+, remote control only available for select devices | iOS 6.0+, Full remote control not available; screenshot sharing simulates remote view | BlackBerry OS v4.2.3, 5.x, 6.x, 7.x Rescue Lens: Android OS 4.1+ | IOS 7+
For the local computers you will use to support remote PCs: Windows 8.1, 8, 7, Vista, XP (SP3), Server 2003 or Server 2008 (all including 64-bit) | Internet Explorer or Firefox | Broadband connectivity to the Internet (i.e., T1, cable modem, ISDN, or DSL)
Standalone version: Windows 8.1, 8, 7, Vista (all including 64-bit); XP (SP3) | Apple Macintosh OS X 10.7 and later | Broadband connectivity to the Internet (i.e., T1, cable modem, ISDN, or DSL)