LogMeIn Rescue

Score7.5 out of 10

460 Reviews and Ratings

What is LogMeIn Rescue?

LogMeIn Rescue is a remote support solution for PCs, Macs, and mobile devices. LogMeIn Rescue is designed to help IT teams to offer fast technical support and ensure a secure remote support session for both the IT professional and the end user. From small teams of IT helpdesk technicians to enterprise-level organizations, LogMeIn Rescue aims to offer the flexibility needed to remotely support employees and customers, as well as enable remote work.

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

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

Monitoring and Alerts
Monitor CPU usage, memory utilization to proactively address issues. Receive alerts indicating attention needed.
Category average: 8.3
Session record
Ability to record session for training purposes.
Category average: 8.1
Annotations
Ability to markup and highlight end user’s screen to provide visual clues or to highlight areas.
Category average: 7.9

Multi-platform remote control
Ability to remotely connect to multiple operating systems (Windows®, Mac OS® and Linux®).
Category average: 8
Remote management of servers & workstations
Server reboot, start/stop services & processes, clear logs, manage disks, shares, etc. without having to initiate remote control.
Category average: 8.6
Initiate remote control from mobile
Mobile application for remote controlling computers from mobile device (iOS, Android)
Category average: 7.2

Verified User

Consultant in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

We use LogMeIn Rescue to allow us to quickly log into end users' machines remotely for multiple reasons.

These include logging in to provide technical support, to help apply patches, and to assist when users are having trouble with their machines.

LogMeIn Rescue is a very easy and powerful tool to use, and we appreciate the fact that it runs seamlessly and quickly.

Pros

Quick connection
Easy Install
Secure Connection

Cons

Sometimes disconnects
Cost can be high

Return on Investment

Easy to use
Quick logins
Intuitive user interface

Usability

Alternatives Considered

TeamViewer

Other Software Used

Microsoft SQL Server, ServiceNow Customer Service Management, UltraEdit

Verified User

Technician in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

I've been using LogMeIn Rescue by GoTo for more than 3 years now and it has been a perfect tool to support users all around the world. From easy to difficult cases, from a log in issue to a completely full new installation of software, this tool has offered me simplicity to work with the remote computers and communicate with the remote user at the same time. It has become my preferred tool for my remote support duties.

Pros

Software login issues.
Remote software installation
Remote assistance and explanations.
Data transfer.
Remote issue monitoring.

Cons

Copy and paste from technician to end user's computer.
Screenshots
Remote Link expiry time setup.

Usability

Alternatives Considered

TeamViewer, AnyDesk, GoMeet and Microsoft Teams

Other Software Used

TeamViewer, Microsoft Teams, AnyDesk

Verified User

Manager in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use this as a tool for the IT department to be able to see and take control of a user's machine so we can see what they are experiencing and troubleshoot it. This allows us to be able to go in as an admin and support users from any location with the only need being an internet connection.

Pros

Connect with Admin Right
Allow reboots and reconnect
Unattended Access
Multiple Sessions at one
Ability to invite other technicians or transfer the session to someone else
Ability to have user launch a desktop icon and get a code from support to connect simply

Cons

The console is a little dated feeling
Could be a little more intuitive on the tools it offers
The admin console is confusing and seems not to work as expected for user management

Return on Investment

Allowed support when other tools fail
Allowed us to maintain distance
Allow us to complete migration to another domain remotely
Allow us to stay connected even at a reboot
Allow us to see the login screen and change options/users for login

Kenneth Cameron View profile

Principal Managing Partner in Corporate at YOL9X (51-200 employees employees)

Use Cases and Deployment Scope

With a 100% remote team, someone cannot just stop by their office and show them how to fix an issue. Rescue has made it so that it is almost as good as having someone present to show how to best solve a problem. We no longer have to go through a check list of possible issues - "Is the computer plugged in..." We have tried a number of solutions that sounded good but just ended up costing time and money; if the team member cannot solve the problem we end up sending them a new machine which causes downtime and a great deal of expense for overnighting a new machine and getting the team member up and running on their new machine.

Pros

Computer issue triage
Security by working seamlessly with our VPN
Ease of use for even the least computer savvy team member

Cons

Major maker software integration
fully remote access
the ability for a third party to fully review interactions

Return on Investment

substantial decrease in cost per employee for computer work stations
Very infrequently need to overnight and replace CPUs
Because of Rescue we have been able to upgrade all team members to allow everyone to utilize Rescue

Usability

Alternatives Considered

NinjaOne, ThreatLocker and N-able N-sight RMM

Other Software Used

Adobe Acrobat, Adobe PhotoShop, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Chrome

Verified User

Technician in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use LogMeIn Rescue to log into client’s computers and guide them when they are having issues locating things. View errors on their machines and fix items in the software or on their computers when they have issues that need to be rectified. LogMeIn Rescue helps us to do these things pretty easily.

Pros

Simple to take videos of issues
Easy to get to the task manager
Helping clients get to it works most of the time
Works well for businesses

Cons

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.

Return on Investment

This has helped to provide us with a functional way to help clients use the software we provide.
LogMeIn Rescue helps to transfer sensitive data to clients machines directly instead of emailing the information.
Helps us document issues and record videos of things happening that are hard to prove to development
Sometimes LogMeIn Rescue closes out or will not allow you to login to a computer but works on another day without an issue. This is difficult for clients to understand and causes friction with relationships

Usability

Alternatives Considered

TeamViewer and AnyDesk

Other Software Used

Microsoft 365, Snagit, CoPilot, Notepad++

TeamViewer

SecureLink Enterprise Access

BeyondTrust Remote Support

SolarWinds Dameware Remote Support (DRS)

LogMeIn Rescue

What is LogMeIn Rescue?

Categories & Use Cases

Media

Key Features

Top Performing Features

Monitoring and Alerts

Session record

Annotations

Areas for Improvement

Multi-platform remote control

Remote management of servers & workstations

Initiate remote control from mobile

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

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