Supporting customers just got a lot easier

RescueAssist is the choice of IT professionals demanding intuitive, easy-to-use remote support. Our innovative technology allows both on-demand sessions and the ability to connect to unattended machines, directly from a web based console.
You can also provide a frictionless experience for your support agents and customers by integrating RescueAssist into messaging applications like Slack for easy, familiar communication and session initiation.

IT managers:

Manage multiple support agents who assist customers and service computers and servers. Deliver technical assistance to remote staff and customers around the globe and around the clock.

IT consultants:

Instantly solve customers’ technical problems by providing live, on-demand support. Use multi-tenant, custom grouping and centralized administration to control access to unattended machines for multiple organizations. Share access to unattended computers with team members to assist in resolving issues.

70% increase

In customer satisfaction

75% increase

In first-contact resolution rates

52% decrease

In support costs

70% increase

In productivity and efficiency*

Features

Agent controls


Web-based agent console:

Support customers directly from a web browser.

Remote view and chat:

Remotely view and chat with a customer without the need for any download.

Remote control:

Remotely control your customer’s machine to provide support as if you were there in person.

Unattended support:

Work on your computers or servers after hours or when they are unattended.

Session transfer:

Seamlessly transfer sessions to another support agent (e.g., tier 1 to tier 2).

Agent controls


Multiple sessions:

Simultaneously support up to 10 customers at a time.

File transfer:

Instantly exchange files and folders with your customers.

Remote diagnostics:

Obtain your customer’s system information in a single click.

Reboot/reconnect:

Restart your customer’s computer and automatically reconnect to the support session in progress.

PC, Mac and Chromebook support:

Support PC, Mac and Chromebook users – from either a PC, Mac or Chromebook.

Admin controls


Messaging integration:

Allow your customers to use messaging applications like Slack to request and join support sessions.

Session recording:

Record active support sessions for auditing and training purposes.

Centralized Admin Center:

Run reports, create groups and manage team members, setting the functions agents can perform and the resources and machines they can access.

Security & permissions


Secure sessions:

Offer permission-based support with end-to-end data encryption using government-approved 128-bit Advanced Encryption Standard (AES) and Secure Sockets Layer (SSL).

Two-factor authentication:

Add a second level of security for your accounts to make credential attacks extremely difficult.

Single Sign-On (SSO):

Allow your team to securely log in to RescueAssist with the same identity they use for other enterprise applications.

Active Directory Connector (ADC):

Simplify user management with the ADC, which receives Active Directory user updates and automatically makes the same changes in your RescueAssist account.

Mobile capabilities

Mobile device support:

Support Android and iOS mobile device users through remote control, screen sharing and chat.

Mobile camera share:

Troubleshoot equipment anywhere using your customer’s mobile camera, no app needed.