GoTo LogMeIn Rescue

• APIs - Break down barriers between applications. Perform administrative tasks, log in from other applications, integrate with call center applications and stay organized — even if your ticketing or CRM solution isn’t on our roster yet.
• SDKs - Provide direct in-app support. Provide a seamless end user support experience without the need for users to leave your app. Retrieve device information, chat with users, send a URL, see and annotate the app’s screen, and even view a user video stream.

Secure remote support software

• Make admins’ jobs easier with Active Directory (AD) - With secure user onboarding with AD, admins’ jobs are easier too. There’s just one pool of users to manage. Any user changes in AD are automatically synched to Rescue.
• Simplify and secure your access - Use SSO to securely log in to Rescue with the same identity used for other enterprise applications, saving time and frustration. Add another level of security with two-step verification, including time-based codes, one-tap prompts, and more.
• Ensure secure communications - Stay secure with banking-grade end-to-end 256-bit Advanced Encryption Standard (AES) and TLS 1.2 transport security.

Admin and reporting

• As an administrator, you're faced with increasing both efficiency and end user satisfaction. Rescue’s monitoring and reporting gives you the insight you need to make smarter decisions.
• Administration Center - Manage everything in one place. Centrally perform management tasks such as creating and assigning permissions for other administrators, technicians and groups or create and view reports.
• Technician and Administrator Management - Securely manage your helpdesk. Create and assign administrators and technicians to specific groups, set up permissions at a granular level, and monitor techs in real time during a session.
• Command Center - Generate live reports of technician statistics and activity, as well as user satisfaction levels based on performance metrics.
• Session History & Recording - Record sessions automatically or on a session-by-session basis, input notes for future sessions, or view history and notes from previous sessions.
• Predefined Support Channels - Predefine support channels for specific issues or escalation levels and assign them to specific technician groups.

Customization and branding

• Every remote support session has an impact on your reputation. Represent your brand in the best way possible with customizable features that meet your end user's needs.
• Custom PIN Entry Form - Users simply enter a code to access support. You can put PIN entry forms on different webpages to direct support traffic to the right technician.
• Custom Channel Entry Form - Users fill out custom text entry boxes to pre-populate information, giving the technician a head start to help.
• Channel Link - Create a faster path to support. Users simply click a link without needing to enter any information to start a session.
• Custom Chat - Brand the conversation. Display your company name and logo in the chat window. You can direct users to download the app or fully embed the instant chat app into a web-based application.
• Global Language Support Reach users worldwide - Support globally in your customers’ and technicians’ local language. The full Rescue product is available in 12 languages and the Customer Applet is available in 29 different languages.
• Live Translation Service - Offer multi-language support, in real time. Consolidate high-cost multi-lingual call centers. Offer multi-lingual support to customers and end users effortlessly by using live translation services powered by Google Translate – regardless of the language spoken by your agents. Customize glossaries and establish a default language with minimal configuration.

Live lens

• Empower support teams with everything they need to see the world through the eyes of your customers and remote employees – minus any time-consuming downloads.
• Smartphone Camera Sharing - Agents can remotely view an iPhone, Android, or Windows camera to see and solve issues through a live video feed.
• No Downloads - Rescue Live Lens is entirely browser-based. Customers and remote employees simply click to join a live video session without needing to download a mobile app onto their device.
• Annotations - Support agents draw or place various annotations such as numbered arrows, text and auto shapes on the paused video feed to help explain the solution.
• VoIP Audio - Built-in audio makes it easy to communicate while seamlessly resolving the problem.
• Flashlight - Shine a light on the problem in dark environments to see details.