LogMeIn Rescue by GoTo vs. GoTo Resolve

Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.

Incentivized

Go To Resolve is an ideal solution for larger organizations that span multiple offices/locations. In our case, we work for an international corporation that spans across the nation. Our IT department is typically outsourced from the United States, and we have one in-house IT staff member who looks after the hardware concerns more commonly. With the large number of staff working for our organization, we can be demanding in terms of needing technical support. GoTo Resolve has made this much more practical and convenient for our organization.

• 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

• Provides a means to quickly connect and remotely control a client's workstation.
• Has a great interface that guides the attendee through the entire process, while outlining where they actually are for the host.
• Allows seamless transitions and additions of other support accounts to join an ongoing remote session.

Incentivized

• one of the prompt in windows users is not vissible, somethimes users missed it and you must start from scratch
• more documentation for apple users
• never could record a session, all the time was a permissions issue, don't know how to do it

Incentivized

• User Interface Customization: While Goto Resolve's interface is user-friendly, it has limited customization options.
• Mobile App: Goto Resolve doesn't have a dedicated mobile app, which can be inconvenient for users who need to access the platform on the go.
• Custom Reporting: While Goto Resolve offers various reports, it lacks the ability to create custom reports.

Incentivized

We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

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

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

User interface is extremely intuitive. It is very easy to use. No training needed for my technicians. GoTo Resolve has made it easy for me to provide remote assistance to users from anywhere. I was very easily able to get it to run on my smart phone allowing me to quickly solve a IT issue at work while in the middle of a road trip.

Incentivized

Log me in has never failed me

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.

no complaints

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'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

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

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

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

UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system. TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system. Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools

Incentivized

In NinjaOne, The ticketing system may benefit from additional features like the option to use a custom domain for the support email address, as it is currently rather basic. Additionally, it has issues with correctly displaying photos, either not showing up at all or removing them from emails that are received. Similarly, attachments have the ability to filter what passes through; some attachment objects, like eml files, are dropped. On the other hand, GoTo Resolve offers seamless Ticketing System.

Incentivized

it's perfect

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

• We managed to work in a way that was impossible before these kinds of tools were offered in the market
• The program is constantly evolving to try to fix bugs and that can affect the day-to-day use.
• If We find a way to use fewer programs for different tasks would be great and this tool may have the solution in the future

Incentivized