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LogMeIn Rescue

Score8.3 out of 10

501 Reviews and Ratings

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What is LogMeIn Rescue?

LogMeIn Rescue is an enterprise remote support solution that provides IT helpdesks and customer support organizations with the ability to remotely access, diagnose, and resolve issues across endpoint devices. The platform includes in-session diagnostic tools, security controls, and workflow configuration features.

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Categories & Use Cases

Media

Screenshot of Technician Group Configuration - Where users can create technician groups and subgroups with granular agent permissions
Screenshot of The console where repetitive tasks automated by running pre written scripts in the background, without disturbing end users
Screenshot of A smartphone camera being used to troubleshoot offline computers and hardware
Screenshot of Remote control of Macs, PCs and Linux/Android
Screenshot of Reboot sessions and automation
Screenshot of The central dashboard where common mobile device issues on iPhone and Android can be identified and addressed without the need to navigate the end user's device.
Screenshot of How sessions can be started directly from Service Now or in Rescue, to automatically create Service Now tickets with a free out of the box integration
Screenshot of LogMeIn Rescue, embedded into a website or app. There are over 10 different connection methods that allow end users to get support
LogMeIn Rescue
LogMeIn Rescue
LogMeIn Rescue
Screenshot of Generate AI-powered session summary
Screenshot of Web Technician Console

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Screenshot of Technician Group Configuration - Where users can create technician groups and subgroups with granular agent permissions

LogMeIn Rescue Key Features

Learn about the best (and worst!) features LogMeIn Rescue has to offer, as determined by TrustRadius' reviewers.
Based on 501 ratings of LogMeIn Rescue's features
View all LogMeIn Rescue features

Top Performing Features

  • Access to sleeping/powered-off computers

    Remote access and troubleshooting of out-of-band computers.

    Category average: 7.8

  • File transfer

    Securely exchange files with remote computer without having to use email or FTP.

    Category average: 8.8

  • Session record

    Ability to record session for training purposes.

    Category average: 8.4

Areas for Improvement

  • Mobile device access

    The quality and reliability of remote connections to end-user mobile devices.

    Category average: 8.1

  • Role-based user permissions

    Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

    Category average: 8.6

  • Unattended device access

    The quality and reliability of connections to unattended remote devices.

    Category average: 8.5

Who Buys & Uses LogMeIn Rescue

LogMeIn Rescue Reviews

What users are saying about LogMeIn Rescue.
View all LogMeIn Rescue reviews

Pros

  • Efficient remote IT support and troubleshooting capabilities.
  • User-friendly interface for both technicians and end-users.
  • Quick and reliable connection establishment, particularly for PC users.

Cons

  • Frequent connection stability issues and disconnections.
  • Difficulties connecting under specific network conditions or after computer restarts.
  • Limitations in features such as cursor visibility and multi-monitor support.

LogMeIn perks

Incentivized
Blaine Sheldon
Tech support analyst in Customer Service at Sage (10,001+ employees)

Use Cases and Deployment Scope

I am a tech support agent who uses the tool to remote in to customers cmputers to trouble shoot and solve problems. I can guide customers while remoting into their screen and get their technical related issues resolved. I cannot take control of their screen. I can only see and guide them. I am able to transfer files over as well.

Pros

  • troubleshoot
  • resolve
  • remote support

Cons

  • clear instructions
  • smoother log in process
  • easier to understand

Return on Investment

  • effecient support
  • problem solving
  • happy customers

Usability

Alternatives Considered

AnyDesk

Other Software Used

AnyDesk, Chrome Remote Desktop, NoDesk

Improving Customer Support and Troubleshooting Through LogMeIn Rescue

Incentivized
John Benedict Bacsa
Customer Support Ambassador in Customer Service at Realpage (501-1000 employees)

Use Cases and Deployment Scope

We are using LogMeIn Rescue in our company to gain better visibility of the client’s screen while assisting them, allowing us to provide more efficient troubleshooting, especially when errors or system bugs occur. Additionally, this helps us identify the root cause of the issues they encounter and enables us to escalate them to our development team for faster resolution. It is also synchronized with our Salesforce tool, which helps future support teams determine whether a screen-sharing session was conducted. This makes case investigation more efficient and streamlined.

Pros

  • Helps support have a better view while assisting clients and performing troubleshooting with them.
  • Integrated with our case creation tool, which helps us conduct better and more efficient investigations, improving overall resolution time and support productivity.
  • Has an option to download the app or do it on the browser which gives flexibility on the user.
  • Has the option to transfer sessions to another support representative, making the handoff more efficient and faster, as the next support no longer needs to start a new session with the client.

Cons

  • I would recommend having an option to view the client’s cursor in the web browser, as this feature is currently only available in the app.
  • I would like to request the addition of a feature that allows support representatives to view the client’s screen in cascaded mode when multiple monitors are in use, instead of being limited to a landscape view. This enhancement would improve visibility and overall support efficiency.
  • I would like to suggest adding an option for automatic screen recording that first requests the client’s permission. This would make it easier to save recordings at the end of the session when needed.

Return on Investment

  • Probably return on investment is better when using LogMeIn Rescue as we are able to assist more clients and were able to provide a better customer service. Because of that many clients are trusting due to better customer experience.
  • I can say that LogMeIn Rescue had a strong positive impact on our overall business objectives as it helps us to have a better view on client's screen while doing a trouble shooting which lessen the trouble shooting time as we can just simply point them what they need to do.
  • I am not aware of any negative impact in terms of return on investment, as I have primarily observed the positive benefits that LogMeIn Rescue provides.

Usability

Other Software Used

Salesforce Agentforce Sales, Dayforce, Genesys Cloud CX

Easy to use Remote Support Platform for IT Teams.

Incentivized
Prem Kumar M
IT Support Engineer in Information Technology at Cognizant Technology Solutions (1001-5000 employees)

Use Cases and Deployment Scope

We use the LogMeIn Rescue console regularly to provide remote technical support to employees and end users across different locations. It is the easiest remote platform for securely accessing devices, diagnosing issues, installing software, and resolving problems without being on-site and face-to-face. It is also the best option for supporting work from home for hybrid workers. Overall, this application is simple and easy to use.

Pros

  • Fast & Secure remote support sessions enable troubleshooting and issue resolution without an on-site visit.
  • Easy screensharing, file transfer and reduce time to finish our work.
  • Quick deployment with minimal setup required for end users.
  • Helping support remote and hybrid users efficiently.

Cons

  • Licensing can be expensive with large number of technicians so give some offers.
  • Sometimes slows down when working with users because of poor connections and performance.
  • Mobile device support and control capabilities could be further enhanced.

Return on Investment

  • Employee productivity Improved through faster support and quicker problem fixed.
  • IT Team to support users across multiple location and countries.
  • Easy Troubleshooting user devices without hesitate through remote and fixed on time.

Usability

Alternatives Considered

BeyondTrust Remote Support and Cisco Webex Support (discontinued)

Other Software Used

Cisco Webex Support (discontinued), BeyondTrust Remote Support, AnyDesk

LogMeIn Rescue- Must Have.

Incentivized
Michael Facci
Senior Manager, Sales Development in Sales at YipitData (501-1000 employees)

Use Cases and Deployment Scope

This tool helps us troubleshoot and diagnose issues by letting us view system information, processes, services, applications, and other device details. It also helps with file transfer and chat. It also helps us reboot and reconnect as needed.

Pros

  • Remote screen viewing.
  • File transfers.
  • Troubleshooting.

Cons

  • Better viewing/control.
  • Better chat features.
  • Better mobile support.

Return on Investment

  • It has cut down our time on having issues that are hard to solve.
  • It has helped make users more productive.
  • Its ability to transfer files has been helpful.

Usability

Alternatives Considered

AnyDesk and RemotePC

Other Software Used

Gong, Microsoft 365 Copilot, LinkedIn Sales Navigator

LogMeIn is an Excellent product for your IT Toolkit.

Incentivized
William PereiraView profile
Owner in Corporate at Resource Ventures and Sales (1-10 employees)

Use Cases and Deployment Scope

LogMeIn allows me to perform work on a client's machine when I absolutely, positively, can not be there overnight. Or within a urgent timeframe. I have repaired, installed software, upgraded, removed viruses, malwaware and performed numerous client requests on servers, workstations, notebooks, tablets, and even supported devices with this tool. I have done so on domestic and international locations. It has afforeded me to schedule work at my customer's schedule precluding sending in their devices, minimizing downtime. This means keeping keeping work and projects on time, on plan and under budget. And when you can do this it drives efficiency in your operation. The LogMeIn product has kept upgrading and enhancing its product offering. And the nice thing about it the company did so without being cumbersome, burdensome and adding needless features and keeping their product at reasonable prices. Unlike some of the other products which used to perform the same function. Whether it is a one person user in a remote location in Italy, to a corporation with multiple needs. With LogMeIn. You can always treat this customer like a CEO and provide best in class service whether you are there in person or remote. Which is a application to have in your toolkit.

Pros

  • The ability to work on multiple classes of machinery such as server and workstations easily.
  • Low overhead on both your device and the remote device allowing you to function quickly and efficiently on both.
  • Great functionality on a wide variety of connections that are not always the best - domestically and internationally.

Cons

  • One feature I would love to see is and maybe it's already there is dark mode on the client side. For I have problems with migraine headaches and this would allow me to work during some of the times I have them.
  • The ability to see the network tree and remote into a device on that network. (With admin password or proper credential).

Return on Investment

  • LogMeIn is very cost effective as it allows you to keep functioning without having to travel onsite for every little need. I have personally used it internationally and precluded having to had clients ship in their devices for service saving postage, and downtime of their devices.
  • We have used this tool to clean infected pc's which got hit by malware both onsite and remotely saving time, travel expenses and or shipping by just logging into their pc's and performing tasks and routines to disinfect and remove viruses and malware.
  • Installing, managing and maintaing server upgrades and patches to software as well as preventive maintenace is easy with this tool keeping remote servers and even local servers optimized.

Usability

Alternatives Considered

SolarWinds Dameware Remote Everywhere (DRE)

Other Software Used

PingPlotter, CCleaner

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