Docket.io vs. LogMeIn Rescue vs. LogMeIn Resolve

Great for companies that are sitting on disparate source systems being used by multiple different teams and business units with no plans of consolidation. The founders love to hear about the problems faced by most B2B SaaS companies and build solutions to key problems. So if you want to collaborate, they are a great vendor to work with

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LogMeIn is extremely appopriate when you have to perform something remotely or mutltask and perform work from your location. It gives you the ability to almost be at the site and perform work. While LogMeIn is an excellent toolkit. It can not always save the day. Sometimes it is more efficient to be on site to perform hardware upgrades, multiple software upgrades, technology refresehes and or have someone send you their hardware for rescue and repair as it is too messed up to fix and or perform the tasks remotely. However if you win 60 percent of the time - it's still a great benefit

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LogMeIn is well-suited for scenarios where remote support is needed. For example, a user submits a ticket about having an issue with Microsoft Word being unable to open documents on their PC. Since this is just a software issue on the device, LogMeIn is great for being able to fix the issue. Scenarios, I would say LogMeIn Resolve is not as well-suited for inventory management. But that's only because my organization has a proprietary system to manage assets.

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• Pulling answers from old slack channels
• navigating our document center
• providing talk tracks around competition

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• To be able to connect through email or through the website.
• To be able to remotely control our client's computers.
• To be able to see what is on our clients' screens after a remote session has been established.
• To be able to chat with our clients through both the web and the desktop app versions in case we get disconnected.

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• 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.

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• Docket.io doesn't always have the correct answer
• Docket.io can misinterpret questions
• Docket.io doesn't have industry knowledge like an AI Chatbot does

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• By default it would be good to have clipboard sync enabled - disabled instead. So difficult when copying from my computer doesn’t work because of an agent sharing the connection and it will not let us copy information into the client’s computer.
• Copying into excel is difficult. It will deselect things that you have highlighted when copying.
• Would be nice to make the hierarchy easier when sharing files between clients and us.
• Logging into certain environments can be challenging and require customers to be fairly techy to be able to understand how to get logged into client’s computers.
• Sometimes login is pretty unstable on certain internet connections even though they are fine when they use team viewer with their IT.

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• 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.

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Since we have not had anything other than a couple minor hiccups with LogMeIn Rescue and due to the overwhelming success we have had in implementing as well as utilizing LogMeIn Rescue, I cannot see any reason why would consider looking elsewhere. Overall, we have been highly satisfied with LogMeIn Rescue and have no intentions of making a switch.

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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.

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High usability and intelligent platform. Anyone with basic understanding of querying the platform can use the solution. For Admins as well, running reports is easy (but can be improved)

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Sometimes connecting with a PIN has a delay that confuses users. If there is a way to minimize the delay, that would be ideal. If the user's individual account does have administrator permissions, the user has to click on elevated prompts even if administrator credentials are on hand. Yes, except if the user's individual account does not have administrator permissions. I have never gotten the option to input the admin credentials and start as system server to work across hundreds of sessions. I absolutely dread using LogMeIn Rescue during this type of scenario and may even need to use an alternative temporarily. Frequently clashes with users' security software. Otherwise, I love the application.

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The interface is clean, intuitive, and easy to navigate. Common actions are easy to locate and exactly where I would expect them to be. Starting a remote session is quick and smooth, which reduces the time users need to wait before receiving support. I also appreciate the single-pane dashboard showing remote access, session details, and device information.

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Log me in has never failed me

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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.

no complaints

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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.

We have never had to access support because the software has always worked as expected. It is great to have a software vendor from whom we know we will have no issue with glitches or incompatibility. We do know, however, that if we did have an issue, we would have our issue resolved quickly.

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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

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we did not have in person training

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n/a - wasnt in attendance

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

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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.

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I wasn't able to dive as deeply into Glean because we didn't set it up fully but I got to play around and see a bunch of different trials of it, I would say that Glean is the more robust of the two tools but for what we needed Docket.io did the job

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I haven’t reviewed other platforms like LogMeIn Rescue because I am not aware of any alternative tools available to us for assisting clients and performing troubleshooting. Additionally, LogMeIn Rescue is the first tool I have used that allows me to view a client’s screen, which is why I am unable to compare it with others.

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Although the SolarWinds help desk worked well for our help desk and inventory purposes, it did not provide remote access ability or remote execution of executable files or scripts. We were looking for a product that integrated all of these tasks in order to simplify our day to day IT functions.

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

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it's perfect

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The system was implemented quite quickly and easily.

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

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• 12% increase in self-paced learning of new hires in GTM teams
• 22% reduction in SME time spent in answering questions
• 64% reduction in adhoc queries/questions asked to the SMEs by GTM teams

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• For businesses with small to midsize IT staff, the ability to remotely control devices that are not on-site and occasionally out of state is extremely cost-effective.
• The speedy response time of LogMeIn Rescue has been very helpful in resolving issues for IT staff.
• The administrative process has been made more efficient by the ability to remotely log into servers.

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• 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.

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