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September 17, 2010
zendeskHosted help desk software vendor Zendesk has now integrated with LogMeIn Rescue, enabling support agents to remotely access customer desktops — even if they don’t have the agent installed. Here’s a look at the effort.
The virtues of LogMeIn Rescue integration, per Zendesk’s blog post, include generating remote desktop sessions directly from a ticket, mapping ticket details to Rescue sessions, and posting session results back to the ticket including things like chat logs. The combined offering is designed to speed up ticket resolution and improve customer satisfaction.
We wrote about LogMeIn’s offerings circa the beginning of 2010 here. LogMeIn Rescue is their product designed to help support users without pre-installed remote desktop software. Point them at a URL and Rescue temporarily installs itself. There’s even an Apple iPad version.
And while on the subject of LogMeIn, allow me to use my soapbox for a moment: LogMeIn Ignition is a must-have tool for your iOS device, even if you’re using it over 3G instead of WiFi. I’ve had nothing but good experiences with it and it more than justifies its hefty (for an iPhone app) $29.99 price tag.
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