LogMeIn Rescue

LogMeIn Rescue

4.5
(33)

By the time you receive a request for tech support, that employee or customer has already begun watching the clock. Solve their issue and return their sanity quickly with the most innovative remote support solution in the industry.

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LogMeIn Rescue Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 10 reviews)

Response Automation

Respond to common requests with standard reply

83%
(Based on 9 reviews)

SLA Management

Service Level Agreement Management

Not enough data available

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

93%
(Based on 11 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

Not enough data available

Ticket Creation User Experience

User Experience of creating and submitting a ticket

83%
(Based on 8 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 6 reviews)

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

Not enough data available

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

Not enough data available

Ticket Notifications

Notifies the IT team when a ticket needs action.

Not enough data available

Knowledge Base

Provides a forum for answers to common questions.

Not enough data available

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

Not enough data available

Administration

Usage Information

Offers visibility into employee device activity

Not enough data available

Integrations

Allows for integration of support, chat, diagnostic or other IT management tools

Not enough data available

Diagnostics

Provides administrators with performance information to

Not enough data available

Session Recording

Provides the ability to record remote access and support sessions

Not enough data available

Session Transfer

Allows remote access and support sessions to be transferred between users

Not enough data available

Unattended Access

Allows administrators access to devices, regardless of end-user's presence

Not enough data available

File Sharing

Allows remote users to share files with other remote users

Not enough data available

Reporting

Dashboards

Displays important metrics relating to performance.

Not enough data available

Time Tracking

Tracks time worked on a ticket.

Not enough data available

Surveys

Provides surveys to measure employee satisfaction.

Not enough data available

Platform

Cross-Platform Access

Allows remote usage and access across a range of operating systems and device types

Not enough data available

Mobile Device Access

Allows remote desktop administrators access to connected mobile devices

Not enough data available

Applicatons Management

Centrally manages, configures, and oversees applications on employee devices

Not enough data available

Remote Device Control

Allows administators to take control of a connected endpoint device

Not enough data available

Access & Usability

Mobile

Enables access to service desk features via mobile device.

Not enough data available

Self Service

Enables employees to view the status of their tickets.

Not enough data available

Active Directory

Provides a directory of all users within an organization.

Not enough data available

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Not enough data available

Security

Remote Wipe

Enable the remote locking down and encryption of employee devices

Not enough data available

Device Management

Unifies endpoint management of employee devices

Not enough data available

Device Enrollment

Registers employee-owned or company-distributed devices for IT access

Not enough data available

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

87%
(Based on 8 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

70%
(Based on 6 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

87%
(Based on 14 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

70%
(Based on 5 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

79%
(Based on 5 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

78%
(Based on 8 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

91%
(Based on 8 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

76%
(Based on 7 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

80%
(Based on 6 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

75%
(Based on 9 reviews)

Dashboards

88%
(Based on 11 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

85%
(Based on 5 reviews)

Customization

80%
(Based on 9 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

87%
(Based on 8 reviews)

Internationalization

79%
(Based on 5 reviews)

Performance & Reliability

95%
(Based on 9 reviews)

Integration APIs

Not enough data available