Zendesk, LogMeIn Rescue Combine Remote Connectivity, SupportZendesk, LogMeIn Rescue Combine Remote Connectivity, Support

LogMeIn Rescue For Zendesk Tech Console

Customer support provider Zendesk and remote access/control provider LogMeIn have announced the integration their SaaS-based Zendesk and LogMeIn Rescue offerings as LogMeIn Rescue For Zendesk, to improve IT Help Desk trouble ticketing and problem resolution.

LogMeIn Rescue is a remote access and control application lets a help desk staff connect to a remote device via the company network or the Internet, see the screen of a user with a problem and, for most systems, assume remote control of the device. Zendesk is a help desk trouble ticket and support management workflow support tool that captures and tracks interactions, now including the LogMeIn Rescue session.

The integration of the two tools lets Zendesk users:

-- Generate a LogMeIn Rescue session to a remote system directly from a Zendesk ticket, rather than from a separate browser tab or window.

-- Launch a LogMeIn Rescue session from Zendesk.

-- Map ticket details to LogMeIn Rescue sessions.

-- Post LogMeIn Rescue session details back to Zendesk tickets, including timestamps, chat logs, notes, as well as any custom fields and survey answers.

"Especially in small to midsize businesses, people who experience an issue don't always know how to describe or communicate the problem, or the information that's needed, so the resolution time increases," says Maksim Ovsyannikov, vice president of product management, Zendesk. "LogMeIn Rescue For Zendesk can reduce the time to collect symptoms by half, and help resolve many problems faster by giving tech support or engineering all the information about what the customer was experiencing. The LogMeIn session has lots of metadata about the problem, including what operating system and browser are on the machine, and transcripts of any computer 'chat' text, so whoever gets the problem has all the information that has already been provided. This lets engineering reproduce the problem. And because resolution time is faster, satisfaction improves for both end users and support staff. And Zendesk also links the recording of the LogMeIn Rescue session so it can be repurposed in the knowledge base." Typical problems that Zendesk and LogMeIn Rescue are used to solve, according to Ovsyannikov, include "any kind of problem related to the application being run, and the environment it's run in. This can include a bug in the application, or a user error, incompatibility between the browser and the application or needing the latest service pack."

For example, says Ovsyannikov, "If a user is having trouble using SalesForce.com, a Help Desk agent using Zendesk can initiate the request to download the LogMeIn Rescue agent, which can then inspect system information like processes, cookies, drivers, DLLs, and the Registry, and be used to perform other diagnostic tasks."

Alan Conroy, managing director for Dublin-based company Support Solutions, reports, "Having the LogMeIn Rescue session information within the Zendesk ticket allows us to easily identify those customers who needed a visual walk-through for their issues and in turn offer them targeted training in order to reduce the amount of future support requests."

The LogMeIn Rescue console runs on Windows systems, and can connect to Windows, Mac, server and client computers, and to many handheld/mobile devices -- any system that can download and run the LogMeIn Rescue agent. Handheld/mobile devices includes ones running Android, BlackBerry, Symbian and Windows Mobile OSs; and some functionality on Apple IOS devices, such as iPhones and iPads, but not complete remote control.

The product integration is free to all customers who already have or purchase both Zendesk and LogMeIn Rescue.