One feature that would greatly improve the remote support workflow in LogMeIn Resolve would be the ability to directly message end users before starting a remote session, without relying on external communication platforms like email, Teams, or ticketing systems.
Current Issue
Currently, technicians often have to contact users through ServiceNow, Outlook email, phone calls, or Microsoft Teams before connecting to a device. This can slow down urgent support because:
- Many users do not regularly check email
- Some users do not use Teams at all
- Teams may not be open or running
- ServiceNow notifications can be missed
- Urgent tickets sometimes require immediate communication
Suggested Solution
Add a “Send Message” or “Notify User” action directly inside the Resolve device panel, possibly under:
- Service Manager
- Quick Actions
- Remote Support
- Device Health
When clicked, technicians could send a short message directly to the endpoint through the existing Resolve agent.
Example Behavior
- A small Resolve notification appears in the Windows notification tray
- Clicking the notification opens the Resolve chat window
- User can respond instantly before a remote session starts
- Technician can see whether the message was delivered/read
- Optional sound or urgency priority for critical messages
- Depending on urgency level, technicians could choose between:
- A small tray/toast notification for standard communication
- A larger custom pop-up window displayed directly on the user’s screen for urgent or critical situations
- Critical alerts could stay visible until acknowledged by the user
This would allow IT staff to better differentiate between routine notifications and high-priority communications that require immediate user attention.
Example Use Cases
Urgent Support
“Hello, this is IT Support. We need to connect to your device regarding an urgent issue. Please respond when available.”
Deployment Notifications
“Your device will receive an Adobe Acrobat update tonight at 10 PM. Please save your work before leaving.”
Security Alerts
“Your device is missing critical security updates. Please leave your computer powered on tonight.”
Mass Device Notifications
Admins could send messages to:
- Entire device groups
- Departments
- Intune deployment groups
- Specific labels/tags
This would be extremely useful during:
- Intune application rollouts
- Windows upgrades
- Emergency outages
- VPN issues
- Security incidents
- Scheduled maintenance
Additional Ideas
- Allow canned response templates
- Allow quick buttons like:
- “Start Session”
- “Need Help?”
- “Please Restart”
- Add branding/customization for organizations
- Allow messages even when no technician session is active
- Optional toast notifications that stay persistent until acknowledged
- Ability to escalate message priority:
- Allow admins to choose notification style based on urgency level
Why This Would Help
LogMeIn Resolve already has a persistent agent installed on managed devices, making it uniquely positioned to become a direct communication channel between support staff and end users.
This feature would:
- Reduce ticket resolution times
- Improve technician-to-user communication
- Increase successful first-contact rates
- Reduce missed remote sessions
- Improve user awareness during maintenance windows
- Make Resolve more competitive with enterprise RMM tools
For organizations managing thousands of devices, this could become one of the most valuable communication and support features inside the platform.
