Action1 vs. SolarWinds Dameware Remote Support (DRS) vs. LogMeIn Resolve

If your organization is like mine (nonprofit and tight budget) this product is for you. The first 200 endpoints are free and being we are a small organization, this product is perfect for us. I was able to use Action1 to upgrade all my endpoints from Windows 10 to 11 pretty much effortlessly. If you are not a nonprofit and have more endpoints over 200, this is still a great product to use as I don't find it very expensive to incorporate into your infrastructure.

Incentivized

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.

Incentivized

LogMeIn Resolve has been useful in supporting users working on-site or remotely, and with the unattended agent, allows for a quick and easy way to start a support session. With the integrated Help Desk system, LogMeIn Resolve allows for a seamless support experience without having to bounce from a ticketing platform to a remote support platform, giving us the ability to reduce ticket sprawl and save time overall.

Incentivized

• Easy remote access to devices. That simple. We have some very unskilled users in the field where asking them to access their PC via conventional remote tools like TeamViewer, Anydesk, etc. was always a pain. Now, all they have to do is ensure their PC is online, and we can connect to them.
• Remote software deploy. Before Action1, we did have some GPOs and scripts, but again - being able to deploy to PCs outside of our office/LAN, is just beautiful. On top of the standard repository, being able to create new packages is very useful for our scenario.
• Inventory Reporting. Recently we had to identify PCs running old versions of Windows. Can't highlight enough how easy it is.

Incentivized

• Troubleshooting computers remotely without the need for the user to even be around.
• Install software that needs to be installed manually without having to travel.
• Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

• Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
• It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
• It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.

Incentivized

• Remote Access could use added functionality
• The deployment screens for update deferrals can be hard to understand at first and easy to skip since it carries some default info when you create a new automation rather than a more conspicuous prompt to update.

Incentivized

• It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
• DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.

Incentivized

• The user interface is clunky and difficult to use in terms of CRITICAL functions that lie at the core of any remote access solution.
• ctrl + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
• And now - in a recent development - SHIFT + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
• Things like frequently used key combos and shortcuts should work the same via remote access solutions as they do on a hardware keyboard. Anything else is an annoyance and an impediment to workflow and productivity.

Incentivized

Price, functionality, and continuous improvement of the product.

Incentivized

This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.

Incentivized

I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.

Incentivized

Action1 has taken many of the tasks that are time consuming and made them simple automated tasks that can be run on a schedule. I can schedule tasks to run off-hours and know that they will be done and I no longer have worry about it. As someone who does IT support for a living, it just makes my job so much simpler with less stress.

Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.

Incentivized

We were able to get up and running quickly after our initial implementation, and the monthly feature update webinars are a great way to keep up with new features and how we can use them to our benefit. We can also request features we would like to see in the future, and can vote on other users’ submittals.

Incentivized

Yes, always available.

Incentivized

Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.

The application always seems responsive to me

Incentivized

If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

I never contacted support services

Incentivized

I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.

Incentivized

Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security

Incentivized

It was excellent

Incentivized

we did not have in person training

Incentivized

The videos were more than sufficient to learn the product

Incentivized

n/a - wasnt in attendance

Incentivized

very easy to start using it.

Incentivized

It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.

Incentivized

GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.

Incentivized

After looking at different solutions, Action1 [Cloud Remote Monitoring and Management Solution] was the perfect fit for us that delivered all of the features we wanted without being as costly as some of the others alternatives we've looked at. There was no minimum endpoint count and they even offer up to 50 endpoints for free, which is really great for a small organization like us to help us lower our starting costs and still allows us to grow at our pace without having to commit to a defined amount of endpoints to start.

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.

Incentivized

Go to offer all-in-one functionalities without compromising organizational security and policy. Go-to is versatile compared to other systems like JIRA and is suitable for medium organizations. It has all the support options required. Like web meetings, conversational ticketing, etc., other software does not offer the combination of all, like video calls.

Incentivized

I wasn't involved with this element of the sale/purchase

Incentivized

You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.

Incentivized

The system was implemented quite quickly and easily.

Incentivized

I wasn't involved with this element of the sale/purchase

Incentivized

• Saved hours per week on patching and able to ensure a 100% patching success rate.
• Able to create custom alerting on potential problems as well as able to create some automation to automatically address problems.
• Improved support to our remote locations and users.
• Custom deployments allow us to have a mechanism to deploy custom applications we build as well as other third party applications we need to distribute.

Incentivized

• DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
• Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
• First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.

Incentivized

• LogMeIn Resolve has increased productivity for our support teams with the addition of camera share. Not only are we able to remote into workstations, but with camera share we can utilize end user and customer phones to visually see physical setups to troubleshoot some situations on the fly.
• Unattended support now requires the agent to enter in a signature key as an extra layer of security before accessing a device, which further improves the safety of all devices registered for unattended.

Incentivized