This week the LogMeIn Rescue team continues life on the road, attending ServiceNow’s annual user conference in Las Vegas, Knowledge 13. There is no better place to showcase the latest update to Rescue’s integration with ServiceNow’s Service Desk cloud service. For those unfamiliar with the integration, here’s how it works and how your staff can work more effectively within the service desk.
If you’re an IT service desk using ServiceNow to manage your helpdesk service requests, your support staff can now initiate a Rescue remote support session directly from a ServiceNow ticket. Not only does this greatly simplify the technical support workflow, it also ensures that no vital information is lost along the way. Available at no additional cost to the organization, your ServiceNow administrator can add the Rescue integration by following the detailed instructions available on our recently launched integration portal.
The integration provides efficiencies within the helpdesk by allowing staff to:
- Generate a LogMeIn Rescue session and corresponding PIN code directly from a ServiceNow ticket
- Email a link with the session PIN directly to the end-user from within the ServiceNow ticket, making it easier for the end-user to enter a remote support session
- Post LogMeIn Rescue session details back to the ServiceNow ticket, including timestamps, chat logs, notes, as well as any customer fields and technician survey answers.
If you are at Knowledge13 stop by our table top for a live demo!