Remote Support Integrations

ServiceNow

ServiceNow is a unified system that allows businesses to categorize, prioritize, assign and track help requests all in one place. When ServiceNow and Rescue are tied together, support session history, chat dialogues, and notes become part of a single system of record for each incident. Integrate Rescue with ServiceNow to:

Easily generate a Rescue PIN and begin a remote support session link in the ServiceNow interface
Synchronize all chat dialog, session history, and notes from a Rescue session to corresponding ServiceNow incidents
Start an IT session within a Rescue channel and open a new ServiceNow incident to store the session data

ServiceNow Integration Guide

Salesforce + Lightning

Salesforce provides organizations with a central repository to manage customer and account information. By integrating with Rescue, IT and support teams can log remote support session data in their Salesforce and Salesforce Lightning environments and deliver smarter, faster customer service. Integrate Rescue with Salesforce to:

Launch a remote support session directly from the Case tab within Salesforce (enable Single Sign-On so technicians won’t have to enter Rescue credentials within Salesforce)
Save session data back to Salesforce and access session details in the Activity History section for each case

Salesforce Integration Guide

Microsoft Teams

Microsoft Teams provides a simple and convenient platform for team collaboration. Integrating Rescue into Microsoft Teams reduces the need to app switch prior to session start.

Create, start, and share Rescue support sessions with end users directly within Microsoft Teams.
Monitor the status of sessions within the “Queue” tab in Teams.

Microsoft Teams Integration Guide

Zendesk

Zendesk provides a multi-channel inbound support solution. The Rescue remote diagnostic and support capabilities enable agents can solve support problems in real-time- increasing first-call resolution rates and reducing call handle times. Integrate Rescue with Zendesk to:

Start a remote support session directly within Zendesk
Once the support session has ended, capture all session details in the Zendesk support ticket

Zendesk Integration Guide

Microsoft Dynamics

Microsoft Dynamics 365 brings CRM and ERP capabilities together. Intelligent business applications that help run your business end to end in the cloud.

Integrating Dynamics 365 with Rescue enhances your support organization’s value by allowing you the ability to take control of your customer or employee PCs, Macs, tablets or smartphones in seconds:

Launch a Rescue remote support session from directly within your Dynamics Case
Launch a Rescue Lens interactive, streaming video support session from directly within your Dynamics case
Automatically transfer Rescue session details (i.e., length, activity, logs, etc.) in your Dynamics 365 Case
Review all Rescue session details with your Dynamics 365 Case

Dynamics Integration Guide

Freshdesk

Freshdesk customer support software provides a centralized location to manage all support conversations. In joining Rescue with Freshdesk, Rescue session data is linked to support tickets, giving agents a 360 view into each request and resolution. Integrate Rescue with Freshdesk to:

Start a remote support session from Freshdesk customer support ticket
Add session data back to the support ticket so that all of the troubleshooting and resolution information is centrally located

Freshdesk Integration Guide

Jira Service Management

Jira Service Management (formerly Jira Service Desk) is an end-to-end customer service management platform for IT and business teams handling client or employee service requests, built on the Jira platform. By integrating with Rescue, IT and support teams can streamline workflows, reduce context switching, and centralize data for a single source of truth. Integrate Rescue with Jira Service Desk to:

Create and share a Rescue remote session from within a Jira Ticket
Automatically sync chat logs and session details to Jira Ticket once session is closed

Jira Service Management Integration Guide

Autotask

Utilizing the Autotask IT business management platform helps to optimize business workflows and processes. Connect Rescue and Autotask to resolve technical problems remotely and provide seamless support to Autotask customers. Integrate Rescue and Autotask to:

Open a secure Rescue session from an Autotask ticket
Store Rescue support session data within Autotask to record all operator/customer interactions

Autotask Integration Guide

HappyFox

HappyFox help desk ticketing system creates order and processes for customer support teams. By uniting HappyFox with Rescue, agents can start a remote support session directly from the ticket window and session data is logged back into HappyFox for future reference. Integrate Rescue with HappyFox to:

Append Rescue remote session data to support tickets
Allow multiple technicians to provide support on the same ticket, recording all information in one centralized location

HappyFox Integration Guide

Agiloft

Agiloft delivers a superior customer experience with multi-channel support. With Rescue, support technicians can launch a Rescue remote support session directly from the Agiloft support desk interface. Integrate Rescue and Agiloft to:

Generate a Rescue PIN code and initiate a remote support session directly from the Agiloft interface
View session details and chat transcripts within the case records for faster issue resolution and complete visibility into customer interactions

Agiloft Integration Guide

Seamless integrations for seamless support.

Create a centralized remote support process with Rescue. Rescue provides out-of-the-box integrations at no extra cost that connect your customer engagement systems and tools together - so you can deliver unified support across all devices. Start your free 14-day trial.