DeskRoll Remote Desktop vs. Rescue

During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.

Incentivized

Let's say someone a friend or end user calls you up because they're having a hard time installing a software or having a computer issue and you don't want to be wasting time blinding walking them thru steps over the phone or chat, you can easily tell them to go to the rescue link, give them your secure connection code and you're in, ready to resolve their issue

Incentivized

• Ability to remote in at any time
• Can support unlimited clients with hardware and software issues
• Multiple remote client logins
• Cost!

Incentivized

• The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
• Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
• The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.

Incentivized

• It could be more cost-effective.
• It could include better "help" or "how-to" sections for people who are not as tech savvy.

Incentivized

• It can be confusing getting some clients connected. The log-in page after clients input the PIN could be clearer. Clients get confused as to whether it is actually downloading or not.
• Expand the length of time to successfully make the connection. The 5-minute time-out is not long enough for clients who either have slow internet or are not computer savvy.
• Allow non-lead technicians to share the connection with someone else or another technician.

Incentivized

There is something to be said for familiarity. The interface is intuitive and easy to use. It makes juggling several support sessions at once possible, and even fun. We already have more the 2300 computers out there right now with the calling card installed. It is an excellent backup solution for remote connections when other products will not connect due to spyware or PUPs.

LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down. We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.

Incentivized

Log me in has never failed me

Incentivized

no complaints

Incentivized

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console

Incentivized

Make sure you have your LogMeIn Rescue account sign-in details handy when installing on multiple support systems.

Incentivized

Cost, ease of use, file transfer and chat capabilities.

Incentivized

We attempted to use Webex and Gotomeeting, but the value and the feature set that Logmein Rescue has is definitely worth the pricing. I believe Logmein Rescue can be improved upon UI-wise, but the actual functionality and licensing terms using recurring sessions vs. seats is a massive plus for them.

Incentivized

it's perfect

Incentivized

• It saved time, which always saves money!
• It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
• DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.

Incentivized

• We kept our help desk staff to a minimum since we no longer needed a tech on each floor.
• Time of resolution went up 65% since our techs were able to quickly see the problem and resolve [it].
• We no longer needed additional software to transfer files, saving us up to $5000 in subscription fees.

Incentivized