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LogMeIn Rescue by GoTo

LogMeIn Rescue by GoTo

Overview

What is LogMeIn Rescue by GoTo?

Rescue is a remote support solution for PCs, Macs, and mobile devices. 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…

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Recent Reviews

I can work with it!

7 out of 10
December 30, 2023
Incentivized
It is a comprehensive solution that facilitates remote management of devices. It is compatible with all operating systems. It is highly …
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Expensive, but worth it

9 out of 10
December 14, 2023
Incentivized
We use LogMeIn Rescue by GoTo to service all of our clients when support is required. We find it saves valuable time without needing …
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it is good tool to use

7 out of 10
November 07, 2023
We use this tool for customer service, helping customers to set up application like email in their computers or smartphones. However, this …
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Good to some extent

9 out of 10
July 11, 2023
To get multiple issues rectified quickly with the help of support engineer over rescue session.
It helps getting quick support from an …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 14 features
  • Screen sharing (160)
    9.6
    96%
  • Over-the-Internet remote session (160)
    9.1
    91%
  • Multi-platform remote control (116)
    8.8
    88%
  • File transfer (150)
    8.6
    86%

Reviewer Pros & Cons

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Video Reviews

2 videos

User Review: LogMeIn Rescue Functions Efficiently by Making Multiple Connections Simultaneously
02:35
LogMeIn Rescue Saves a Trip For IT Tech With It's Remote Functionality: User Review
02:39
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Pricing

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N/A
Unavailable

What is LogMeIn Rescue by GoTo?

Rescue is a remote support solution for PCs, Macs, and mobile devices. Rescue is designed to help IT teams to offer fast technical support and ensure a

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.logmeinrescue.com/pricing?u…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is TeamViewer?

TeamViewer provides software for both remote management and online collaborations. With TeamViewer, users have access to fully integrated online conference solutions for audio and video communication, including interactive screen sharing and remote access features.

What is GoTo Resolve?

GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote…

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Features

Remote Administration

Remote administration software is used to control a computer from a remote location.

8.2
Avg 8.2
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Product Details

What is LogMeIn Rescue by GoTo?

Rescue is a remote support solution for PCs, Macs, and mobile devices. 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, Rescue aims to offer the flexibility needed to remotely support employees and customers, as well as enable remote work.

LogMeIn Rescue by GoTo Features

Remote Administration Features

  • Supported: Screen sharing
  • Supported: File transfer
  • Supported: Instant message
  • Supported: Secure remote access with Smart Card authentication
  • Supported: Access to sleeping/powered-off computers
  • Supported: Over-the-Internet remote session
  • Supported: Initiate remote control from mobile
  • Supported: Remote management of servers & workstations
  • Supported: Remote Active Directory® management
  • Supported: Centralized management dashboard
  • Supported: Session record
  • Supported: Annotations
  • Supported: Monitoring and Alerts
  • Supported: Multi-platform remote control

Additional Features

  • Supported: Diagnostics
  • Supported: Customization & Branding
  • Supported: Unattended Machine Access
  • Supported: Integrations, APIs & Mobile SDK
  • Supported: Scripting
  • Supported: Agent Collaboration
  • Supported: Desktop Calling Card
  • Supported: Customer & Predefined Support Channels
  • Supported: Agent & Administrator Management

LogMeIn Rescue by GoTo Screenshots

Screenshot of Technician Group Configuration - Where users can create technician groups and subgroups with granular agent permissionsScreenshot of the console where repetitive tasks automated by running pre written scripts in the background, without disturbing end usersScreenshot of a smartphone camera being used to troubleshoot offline computers and hardwareScreenshot of remote control of Macs, PCs and Linux/AndroidScreenshot of reboot sessions and automationScreenshot 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 sessions can be started directly from Service Now or in Rescue, to automatically create Service Now tickets with a free out of the box integrationScreenshot of LogMeIn Rescue can be embedded into a website or app. There are over 10 different connection methods that allow end users to get support.Screenshot of Screenshot of Screenshot of

LogMeIn Rescue by GoTo Video

Rescue + Mobile - Where support gets done.

LogMeIn Rescue by GoTo Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Reviewers rate Centralized management dashboard highest, with a score of 9.8.

The most common users of LogMeIn Rescue by GoTo are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(390)

Attribute Ratings

Reviews

(76-100 of 181)
Companies can't remove reviews or game the system. Here's why
Ruben Fernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Easy users connection
  • Multiple rescue options
  • Good bandwidth used to have better connections
  • Some visualization problems (resolution etc.)
  • Security extra options to solve some cybersecurity problems
  • Any third apps complements to add more possibilities
Score 8 out of 10
Vetted Review
Verified User
  • Remote access
  • Screen recording of entire session for quality purposes
  • Allows the technician to capture screenshots of the issue
  • Chat log for quality purposes
  • These should be an option for voice call along with the chat option
  • Session transferring is difficult and faces breakdown
  • Frequent connectivity issues at low bandwidth
Score 1 out of 10
Vetted Review
Verified User
Incentivized
  • Customization of settings at various levels (Admin, tech groups, technicians).
  • Login security.
  • Tech user interface is not easy on the eyes, could be made to be more intuitive.
  • The admin control center is super complicated with way too many rabbit holes to go down.
  • When a user closes a session, let's say by accident, it's extremely hard to get another going because Rescue thinks that there's still a session in progress. Very frustrating and annoying.
  • I have noticed that the Calling Card Applet download rarely goes as planned, and is hard to understand for most of our customers. Most times, I have to redirect them to logmein123.com to start a session, which completely defeats the purpose.
  • They could make the program more affordable for what you get. Most expensive option out there I believe.
  • They use SMS credits for sending links but after six months I still haven't found how to buy them. Also, when I was inquiring about signing on, the rep I talked to (Kurt) told me that it was free to send SMS session links, so that was unexpected and unfortunate.
  • Support articles are basically useless and do not cover or explain most issues.
  • Support is basically useless. They just refer you to the existing support articles, and will not actually put in any effort to help with issues that are not covered in the support articles.
Score 10 out of 10
Vetted Review
Verified User
  • Easily remote into a users session whether by the webpage or email link
  • Set up unattended access to any computer so that you can connect and assist quickly
  • View resources and files on the remote computer
  • Connect and work with other technicians by inviting them to your support session
  • I wish the user had less clicks (popups) to enable the remote access since some are not computer savvy at all
  • Last time i used it, the admin reporting feature wasn't so easy to navigate or understand
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Remote control is fantastic - much better than mouse sharing in meeting solutions
  • Transfer of files is simple and easy to use as well as fast
  • Templated chat responses are done well and save time.
  • Customizing the "customer facing" UI is a bit too difficult. A WYSIWYG interface for that would be nice
  • Integrations with third-parties could use some work it's a bit too manual
  • Reporting needs a minor face-lift
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • LogMeIn Rescue allows to see and access areas that are not available using Microsoft Teams.
  • LogMeIn Rescue allows to see and access areas that are not available using Zoom.
  • LogMeIn Rescue allows to quickly and easily obtain background information about a computer such as processes currently running, list of installed software, computer specs, etc.
  • LogMeIn Rescue provides a built-in secure file transfer client.
  • The UI is techy rather than consumer-oriented.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Ease of access for end user.
  • UAC bypass.
  • Prompts for security access.
  • Simplifying the security prompts.
  • Short URL that's easier to use.
  • WebUI remote connection.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
  • 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
April 06, 2021

LogMeIn to the Rescue

Justin Giffin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Allows remote access
  • Allows control of user's system
  • Allows for companies to help customers who may not be comfortable with making changes
  • Add phone capabilities (think Zoom, Webex, MS Teams)
  • Easier access to administration on remote servers and workstations
  • Remove timeout limits
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • I like how the software allows me to restart the pc and maintain access of the device.
  • I like the ability to copy files to the device I am connected to without trouble.
  • I like the ability to connect and see the issue first hand that hte customer is seeing.
  • I would like the ability to see the customer feed back on my sessions on the fly.
  • I am ok with it being anon (not see the users name etc.) It could be a good measurement tool for self growth.
November 24, 2020

LogMeIn Rescue My Users

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Remote installs of software on user's computers
  • Fixes issues users are having on their computers
  • shows me exactly what the user is having difficulties with within the program for me to assist them.
  • Administration mode, sometimes screens are hidden to continue with install/repair/uninstall programs.
July 30, 2020

Good but not great

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • It is relatively easy to use, so it requires little training to get going.
  • It allows you to run scripts in the background.
  • It also allows you to copy files in the background.
  • The biggest thing is the technician console crashes and some days it happens quite often.
  • I wish you could move the tabs around on the console without having to place the session on hold and then pick it up in the order that you want.
David Rowley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • Unattended access: I can fix problems when the end user isn't at their computer.
  • Multiple access methods: When you deal with customers of all technology backgrounds, having multiple ways of inviting them to a session is perfect.
  • Ease of use for the technician.
  • Rich feature set including the ability to reboot machines and automatically reconnect.
  • Interface: the interface is old and dated.
  • Setup is designed for IT professionals. Not really a drawback, unless you are looking for plug and play.
  • Advanced features are difficult to enable.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Security - LogMeIn uses an SSO solution that allows secured logins. It also requires authentication for the user being assisted.
  • Ease - LogMeIn is very easy to use and allows for simple tools like whiteboards and automated memos that allow one to expand on their experience.
  • Speed - LogMeIn allows for fast file transfers that work immediately. The remote desktop sharing is also very efficient, as I've never encountered any issues across a variety of connection speeds.
  • Timeouts - LogMeIn has a very short timeout period when it detects no activity. This can make it difficult to balance between multiple tasks.
  • No user side requests can be made. I would love to implement a solution that allows an end-user to request a remote session that a technician can then accept rather than only allowing the technician to initiate.
  • Email follow-ups to end-users would be nice. If they shared the technician name and remote desktop time stamps that could help them in case they need to file time exceptions or track time with their leadership.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Auto reconnect on loss of connection.
  • Full Windows system control through the applet.
  • Easy fileshare.
  • System info window for running processes are very helpful.
  • Video conference/webcam to chat with user at the same time.
  • Easier for corporate users to give full control to the tech. Those UAC windows confuse the user.
  • Chat window is old, small, kinda ugly and in need of a refresh.
May 19, 2020

Bottom line!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Remote assistance in guiding people.
  • Remote screen recordings to record the entire session.
  • Keeping track of your sessions from when you started one to when you ended.
  • Sometimes keyboard might stop working for a remote user.
  • Maybe another software to mirror desktop without having to have user grant permission to keyboard and mouse.
  • Better reboot in remote session or reconnect.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Fast connection
  • WIde range of tools (remote control, file transfer, etc.).
  • Complicated interface.
  • Advanced features are hard to turn on and off. For example, Rescue will occasionally log me into the user's computer with the credentials I'm using to open Rescue. I still don't know how to disable this feature.
November 19, 2019

LogMeIn does the job

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • File transfers.
  • Saving support.
  • Back-end controls.
  • Managing connections.
  • I have experienced some slowing.
  • Occasionally, I need to restart the software.
  • Saving a connection can be difficult.
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