A 4 Step Guide for Helpdesk Managers

For a helpdesk manager, LogMeIn Rescue offers a range of tools to manage, monitor, and optimize team performance. By customizing features, tracking real-time sessions, analyzing trends, and adjusting workflows, managers can create a strategic support environment that responds to customer needs and supports team growth.

This guide will walk through how you can use LogMeIn Rescue to make your helpdesk more strategic in just four steps.

Step 1: Customize Data Collection and Organization

LogMeIn Rescue has many opportunities to make support more efficient and strategic via customizations. For faster triaging and session analysis, start off by setting up some of the following:

• Custom fields allow you to collect additional details about an issue. They can either be filled by customers when requesting support via channel form or by technicians for technician-initiated sessions. Use these to collect information such as issue type, device, urgency, or location. This categorization helps teams efficiently route sessions and allows for more opportunities to spot trends in post session analysis.

• Channels in Rescue give customers a simple way to initiate a support session themselves. You can create specific channels based on things like customer type or product area and assign technicians to each channel. For example, you can give VIP customers a dedicated link to request support using a channel link. By setting up different channels, administrators can streamline workflows, manage workload distribution, and track metrics for various customer segments.

• Post-Session Surveys: Rescue lets you customize post-session surveys for both technicians and customers. Tailoring post-session surveys allows you to collect customer feedback on specific support aspects. For example, by asking about resolution effectiveness or technician friendliness, managers can gain insights into the support experience. You can also use these surveys as an opportunity to collect more information about the issue from customers or technicians that can be used later in analysis.

Step 2: Monitor Sessions in Real-Time

Leverage the Command Center: The Command Center in Rescue is the control hub where managers can oversee technician activity, active sessions, and key metrics in real time. With configurable alerts you can set notifications when certain thresholds are met (e.g., high session volume) to stay proactive. For example, you could set an alert to trigger when session wait times exceed a threshold to ensure you’re aware of emerging bottlenecks.

You can filter the Command Center to view sessions based on predefined groups such as technician group or channel, or even create custom labels and assign them to different groups/channels for more customized grouping. Filtering helps you monitor and respond to specific segments without getting lost in general metrics.

Drill into Specific Sessions: Within any session, managers can dive deeper to observe real-time technician interactions with customers. Here, you can:

• Monitor Chats: Watch live chats for quality control and training purposes.
• Assign or Transfer Sessions: Based on the data captured in custom fields (e.g., issue type or urgency) or chat responses, assign/transfer sessions to the right technician for faster, more effective service.
• Join Sessions Invite Other Technicians or External Technicians: You are also able to monitor a session live by joining it yourself. If you wanted to bring in more agents to a specific session, Rescue allows multiple agents to collaborate on sessions, and even lets you invite external technicians to bring specialized expertise into a session without using a Rescue license.

Why It Matters: Real-time oversight enables agile response to customer needs, and collaboration allows your team to tap into a broader knowledge base. This collaborative approach improves efficiency and helps ensure the best outcomes for complex issues.

Step 3. Analyze Trends to Identify Improvement Areas

LogMeIn Rescue offers 18 pre-built reports, each designed to provide insights into different aspects of helpdesk performance. By analyzing trends, and using those custom fields you set, managers can identify focus areas for both immediate improvements and long-term strategies.

For example:

Track Customer Satisfaction by Channel: A customer survey report segmented by channel can reveal which customer segments or issue types are experiencing lower satisfaction, offering guidance on where to focus improvements.

Session Duration and KPI Analysis: Understanding which kinds of sessions lead to the longest session times helps managers prioritize training. Comparing metrics like such as session length based on custom fields like Device Type can identify potential areas where training may be needed.

Volume Patterns: By identifying peak days and times, you can see what days and times you are likely to experience a higher than normal volume. If you have a Concurrent license model, the Concurrent Usage Report will help you identify the maximum number of users logged each hour of the day.

Why It Matters: Comprehensive trend analysis turns data into actionable insights, helping you adjust training, allocate resources, and improve customer experiences based on actual customer feedback and performance data. You can also export this data into your preferred reporting tool for a centralized source of truth with free integrations.

Step 4. Take Action on Insights

Once you’ve gathered insights, it’s time to make data-informed decisions that refine your helpdesk’s processes and resources. Here are a few of the following strategic adjustments you can make right within Rescue, to make your teams more efficient and productive.

Upload Scripts: For frequently encountered issues, develop scripts that support agents can use in session. This speeds up responses, enabling technicians to maintain focus on more complex issues. For example, if you notice in reports that support tickets around printer issues lead to longer session times, you can upload a script to restart the print spooler, which technicians can run in a session with the press of a button.

Create Predefined Replies or URLs: Similar to scripts, predefined responses can be uploaded ahead of time and used in session to save time and ensure a consistent experience. For example, if in reviewing chat logs you notice that customers have been asking a specific question about a recent critical event, you can write a pre-approved response for agents to use should that question arise in a session.

Use External Technicians or Adjust Groupings: If you identify a certain area where teams are struggling, you can adjust technician groups and channels to better fit demand. If you have a Concurrent license model, you can adjust license allocation to different tech groups and set up auto logouts to ensure technicians don’t stay logged in after their shifts. You can even bring in specialists to help without using extra licenses, by creating External Technician groups. This optimizes resource use and ensures your team has the right knowledge base. You can even create new channels based on your findings.

Set up a Content Portal in Rescue: If certain support areas require consistent reinforcement, create an Integrated Content Portal with guides, FAQs, and troubleshooting resources. This portal is embedded in the Rescue technician console and provides technicians with quick access to support material, reducing session times and improving first-contact resolutions. Portals can be customized for each technician group to keep information helpful and relevant.

Why It Matters: By acting on insights, managers can continuously refine processes, making the helpdesk more responsive, efficient, and aligned with customer expectations.

With LogMeIn Rescue’s comprehensive suite of tools, helpdesk managers can gain visibility into operations, enhance training, and make strategic, data-driven decisions. This approach not only improves team performance but also boosts customer satisfaction, positioning the helpdesk as a vital part of organizational success. Every IT professional knows operational efficiency must go hand in hand with security. Click here to explore how Rescue provides a robust security framework to protect both your technical staff and clients.