LogMeIn, Inc. recently added IT helpdesk features to its flagship remote support product, LogMeIn (News - Alert) Rescue. These capabilities, which extend the integration between salesforce.com and LogMeIn Rescue, will enable the technicians instantly create salesforce.com tickets directly from chat-based support sessions.

The new feature that were unveiled at the Dreamforce 2010 conference in San Francisco are currently available for LogMeIn Rescue and Salesforce.com (News - Alert) customers on the salesforce.com AppExchange for no additional cost.

“Chat capabilities are increasingly desirable for support technicians and end-users alike, and have proven to be amongst the most efficient means of investigating and resolving common technical issues. The integration of core support capabilities like chat and ticketing into a single, seamless experience has the potential to significantly boost helpdesk productivity and efficiency,” a joint LogMeIn and salesforce.com customer William Mintun said in appreciation of the newly launched features of LogMeIn Rescue.

LogMeIn Rescue is a SaaS (News - Alert)-based product that provides on-demand, clientless remote support of Internet-enabled devices, including PCs, Macs, servers, smartphones (Blackberry, Symbian (News - Alert), Windows Mobile, iPhone) and tablets (iPad).

The LogMeIn officials explained how an integration with salesforce.com will allow helpdesk technicians to initiate LogMeIn Rescue remote support sessions -- including remote control of an end-users device -- directly from salesforce.com Case Detail screen.

All activity and information from the LogMeIn Rescue session is passed back into Salesforce.com to ensure a complete history for each and every case.

The new capabilities extend this integration, empowering support staff to use LogMeIn Rescue's chat functionality to investigate reported issues and create new salesforce.com tickets directly from chat sessions.

“We're seeing more and more support centers shifting to chat-first response in an effort to more rapidly resolve issues or escalate to them to remote control customer devicesBy deepening our integration with ticketing and other key support tools like salesforce.com, we can continually evolve the way chat is used in the modern helpdesk and improve the ways that technicians deliver efficient, effective support,” Lee Weiner, LogMeIn's vice president of Support products noted in a statement.

Few months back, Zendesk, a provider of Web-based customer support software announced the partnership with  LogMeIn for bringing remote support capabilities to its customers through a single integrated experience.