These are some of the questions we did not get a chance to respond to directly during the March 12th webcast. An on-demand version of the webcast which can be viewed here.
Q: Will you schedule a Blackberry demo?
A: View an archived Blackberry demo, “Getting Started with BlackBerry Remote Support” here.
Q: Will there be any integration with a 'help desk' system?
A: LogMeIn Rescue provides an API that can be used to integrate with help desk systems. To learn more you can see a demo of the LogMeIn integration with salesforce.com.
Q: When using the calling card does a logo get placed on the users desktop?
A: The calling card is fully customizable and brandable. This includes the ability to customize the icon that gets placed on the desktop as well as the look and feel of the calling card application when launched. To learn more, view our “Calling Card” on-demand event.
Q: We have 5 technicians using LogMeIn Rescue, where are any of the admin controls, such as view a session, give rights to technician, configure names and other privileges located?
A: This can be configured in the administration center. When you log into your account, if you have administrative rights you will have an option to launch the admin center. The administration center is an intuitive online interface is used by Administrators to create and assign permissions for other Administrators, technicians, and Groups. Administrators can also create Support Channels — web-based links that automatically connect Customers to technicians — and assign them to specific Groups. Additionally the administration center allows administrators to run reports to measure technician usage and productivity as well as monitor technician sessions for quality control.
Q: While in a Rescue session can I move files from my pc to the end users pc?
A: Yes. LogMeIn Rescue provides a simple to use file transfer feature allowing the technician to place files and directories onto the end users PC, this is often useful when deploying needed patches to the end users machine to solve the issue.
Q: When the technician completes and ends the session is there an agent left on the PC, or is it cleaned up?
A: A key feature of LogMeIn Rescue is the ability to automatically remove the customer applet once a session is complete leaving nothing on the end users desktop.
Q: If you lose a session with a user, can the same pin be used again to restore the connection, or do you have to generate a new pin?
A: The default setting is that a PIN is available for 20 minutes before it expires, so if a session is disconnected, the same PIN can be used to re-establish it. This setting can be modified in the administration center to increase or decrease the amount of time a PIN is valid for.
Q: How do we get the source code for the chat feature to be on a company web site?
A: To learn more about the Instant Chat feature and how it can be customized on your website please read our new features guide.
Q: When using session recording, where are the session recordings saved?
A: The session recordings are saved to any drive that can be accessed by the technicians PC, either local or a networked drive.
Q: Can I troubleshoot a Mac using LogMeIn Rescue?
A: Yes, LogMeIn Rescue provides remote support for PC’s, Mac’s and smartphones.
