[ LogMeIn... Reviews ](https://www.g2.com/products/logmein-rescue/reviews) [ LogMeIn... Reviews ](https://www.g2.com/products/logmein-rescue/reviews) # LogMeIn Rescue Features ##### ## Platform (10) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Cross-Platform Access Allows remote usage and access across a range of operating systems and device types Mobile Device Access Allows remote desktop administrators access to connected mobile devices Applications Management Centrally manages, configures, and oversees applications on employee devices Remote Device Control Allows administators to take control of a connected endpoint device Show More ##### ## Ticket and Case Management (6) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Show More ##### ## Communication Channels (3) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Show More ##### ## Incident Management (5) Automate Ticket Routing Routes tickets automatically to the appropriate user. Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Show More ##### ## Reporting (3) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Surveys Provides surveys to measure employee satisfaction. Show More ##### ## Access & Usability (4) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Multi-Channel Access Enables access to service desk features through multiple channels such as email, phone, or the portal. Show More ##### ## Administration (16) Usage Information Offers visibility into employee device activity Integrations Allows for integration of support, chat, diagnostic or other IT management tools Diagnostics Provides administrators with performance information to Session Recording Provides the ability to record remote access and support sessions Session Transfer Allows remote access and support sessions to be transferred between users Unattended Access Allows administrators access to devices, regardless of end-user's presence File Sharing Allows remote users to share files with other remote users Screen Sharing Provides screen sharing options to allow access to view or control real-time activities. File Sharing Provides easy and seamless file transfer and sharing capabilities to increase productivity and collaboration while working remotely. Session Recording Provides the ability to record remote access and support sessions. Unattended Remote Access Provides remote access to computers at any time, without an end-user present. Multi - Session Handling Provides multiple technician support simultaneously. Multi-Monitor Support Allows users to switch between multiple end users’ monitors with a single click. Access Control Provides permssion for access control of user's web browser Web Page Navigation Allows agents to navigate through web pages by swapping or shifting pages on user's behalf Real Time Assistance Provides real time assitance across web and mobile Show More ##### ## Security (7) Remote Wipe Enable the remote locking down and encryption of employee devices Device Management Unifies endpoint management of employee devices Device Enrollment Registers employee-owned or company-distributed devices for IT access Data Encryption Implements encryption standards to secure data both in transit and at rest. Compliance Provides compliance to multiple industry standards like HIPAA and GDPR. Data Security Provides high-level security during co-browsing sessions Data Masking Provides secured masking on sensitive data (i.e. account numbers or passwords) Show More ##### ## ServiceNow Apps (2) ServiceNow Integration How satisfied are you with this app/integration in the ServiceNow ecosystem? Value How valuable is it to be able to use this product with ServiceNow? Show More ##### ## Maintenance (2) Remote Reboot Remotely wake, restart, and install applications on sleeping devices. Remote Printing Print files from remote computer onto the local printer, without having to transfer the file between computers. Show More ##### ## Communication (4) Text Chat Connects instantly via group chats, web-based chats, offline messaging, persistent chat groups, and customer-initiated chat. VoIP Provides voice over IP calling solutions. Video Conference Call Provides pre-session or in-session video call options to resolve issues. Screen Annotations Allows to draw, highlight, encircle, and box certain areas on the screen of the remote computer to enhance support and communicate better. Show More ##### ## Device Support (3) Mobile Device Access Allows mobile device access to provide support or connect to your computer from anywhere. Multi-Platform Support Provides support across iOS, Mac, Android, PC and other devices. Cross-Platform Allows cross-platform device support, supporting Windows, Mac, Linux, iOS, Android, and Chromebook devices. Show More ##### ## Performance (1) Reporting Provides robust reporting capbilities like session details, technician performance information, and end users’ survey summaries. Show More ##### ## Generative AI (2) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Remote Support - Remote Video Support (3) Video Control Allows the support agent to pause, screenshot, zoom, and record the video content to redeliver to the customer for additional clarification Live Feed Allows support agents remote access to the customer's smartphone or tablet Video Interaction Allows the support agent to point, annotate, and draw on images or videos to direct the customer's attention towards the solution Show More ##### ## Content - Remote Video Support (2) Content Management Allows users to store and manage previously created content Instruction The support agent is able to record video content and edit it to re-deliver to the customer as assistance using video, voice, and text instructions Show More ##### ## Platform - Remote Video Support (3) Omni-channel Customers and support agents can communicate via text, voice, and chat Self-Service The platform is able to provide assistance without human intervention using computer vision technologies to interpret the problem and troubleshoot Usability This product is easy to use for customers with low tech-literacy like older customers Show More ##### ## Agentic AI - Service Desk (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - ServiceNow Store Apps (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ## 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