Good product with potential to be great!!
Our company has recently switched to using LogMeIn Rescue to provide support to our customer base with their technical issues. The entire …
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…
Recent Reviews
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Popular Features
- Screen sharing (160)9.696%
- Over-the-Internet remote session (160)9.191%
- Multi-platform remote control (116)8.888%
- File transfer (150)8.686%
Reviewer Pros & Cons
Video Reviews
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User Review: LogMeIn Rescue Functions Efficiently by Making Multiple Connections Simultaneously
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LogMeIn Rescue Saves a Trip For IT Tech With It's Remote Functionality: User Review
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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
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- Premium Consulting/Integration Services
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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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- Competitors
- Tech Details
- Downloadables
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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
LogMeIn Rescue by GoTo Video
Rescue + Mobile - Where support gets done.
LogMeIn Rescue by GoTo Integrations
LogMeIn Rescue by GoTo Competitors
LogMeIn Rescue by GoTo Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
LogMeIn Rescue by GoTo Downloadables
Frequently Asked Questions
SecureLink Enterprise Access, BeyondTrust Remote Support, and SolarWinds Dameware Remote Support (DRS) are common alternatives for LogMeIn Rescue by GoTo.
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).
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
September 21, 2021
One of the best and most complete support tools at an affordable cost.
We use it as a complementary user support tool. We have always had our employees in different locations, and having a tool like this helps us a lot to solve technical problems in a fast and efficient way.
- 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
September 14, 2021
Logmein to the Rescue
We are using LogMeIn Rescue [in] our department to cater customer support to our customers. It helps us resolve customer concerns, do some troubleshooting, and assist customers on how to navigate things from their end. LogMeIn Rescue is a great chat and remote connection tool, [which] makes it easy for our customer service to assist the needs of our customers. LogMeIn Rescue is used not only to support our customers but to support our own peers. We utilize the remote connection capability of the software to easily work on our peer's computers and easily discuss what needs to be done. [It has] great reports as well for viewing productions for the team, [and an] easy to navigate interface. Very [user friendly], you won't have a hard time learning and understanding [...] how to use the system. Great themes that help workers to work comfortably with the system. LogMeIn Rescue does have lots of features that help [to] provide support more handily. They do have [a] marker which makes it easy for you to show [...] your customer what you would like [...] for them to see and to understand. This helps you explain the items in detail and much faster in an easier way. There are also the canned responses and the canned linked section, which helps you better and easily communicate with your customer.
- Chat channel
- Remote connection
- File transfer
- Reporting
- Applet not working
- Customers [have problems] running the downloaded applet
- Customers [have problems] getting connected remotely
Score 8 out of 10
Vetted Review
Verified User
LogMeIn Rescue is used for accessing customer systems remotely and providing required assistance to the customers. It is an excellent product for the technical support department as it allows the technician to chat with the customer and resolve the issue. The file transfer system is incredibly useful as it allows instant file transfer. Also, the feature of screen recording and screenshot capture is equally useful.
- 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
September 09, 2021
Support that allows any company to reach out remotely to an end users desktop. Brilliantly Simple.
It is used as a remote support tool to help with any application issues or troubleshooting computer problems. We have clients all over the world and try to support any system with this tool. Hands down, it is the best remote support tool I have ever used. I have been using LogMeIn Rescue for 15 years. I knew them when they were in Woburn, Mass.
- Remote support
- API interfaces
- Support
- Knowledge base
- Online recording of session
- Grammer checker in chat
- Billing timer
July 31, 2021
Rescue is overpriced and lots of issues
We are using LogMeIn to provide remote support to digital devices for daily-type tech problems, such as email support, browsing support, social media use, etc. As we are still a startup, right now there are only three technicians that use it. We use it to remote into our customers' devices, being able to control Android and PC, while only viewing iOS devices.
- 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
LogMeIn Rescue has been a very useful tool for years. I initially started using it to remote into my computer from anywhere then started to use the remote support feature and it made life so much easier to assist and connect to other's computers. Now I can easily see exactly what a user is experiencing and connecting is just a few clicks away. Supporting mobile devices is a great feature as well.
- 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
All of our customer-facing departments use LogMeIn Rescue for remote control of workstations. We also use it internally for support and collaboration when desktop control is needed.
- 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
I along with other team members use LogMeIn Rescue as part of the Service Desk team in IT to remotely connect to user's computers to help troubleshoot and resolve issue[s].
- 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.
April 22, 2021
Great tool for the job!
Currently, LogMeIn Rescue is used across the organization as a remote support tool for IT. We have several analysts and technicians that use this specifically for remoting into a workstation to assist and end user with support. This varies for each situation as we may use to assist with a problem or to walk through a process with an end user.
- 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.
April 22, 2021
LogMeIn Rescue Technician Console - Just works!
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.
- 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
We use LogMeIn Rescue to connect to our clients' workstations to troubleshoot and review issues. During those sessions, we usually have phone calls while we are reviewing the issues at hand.
- 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
March 19, 2021
Good product for a medium-sized company
Our clients can use LogMeIn rescue to be helped by one of our technicians on our software when they encounter any bug or difficulty. We can have a look remotely with the client's authorization.
- Remote control
- Unattended access
- Chat
- Easier and more attractive administration interface.
- Easier way to install calling card.
- More documentation for installation, administration.
January 28, 2021
On the fly repair ability
We use [LogMeIn Rescue] in our Service Desk to connect to any one of our pc's in the field and local, to view and fix issues on our users pc's on the fly without having to travel to the pc or having the user bring the device in to our office.
- 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
Air Vent, Inc is a Gibraltar Industries corporation which we use LogMeIn Rescue for our IT department to assist our users Nationwide. It is an easy tool to navigate and assist anywhere we are located. It is a very useful tool. I enjoy working with it. We use it for all computer issues we have with our users.
- 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.
August 25, 2020
Overall a decent program. Some things to be worked out.
We use it as a tool to access people's computers in order to fix and repair our software.
- Notifications
- Speed
- Consistency
- Lack of notifications sometimes
- Access
- Ease of use
July 30, 2020
Good but not great
It is being used across the whole organization. LogMeIn Rescue allows us to see and assist clients remotely, as well as to be able to install software.
- 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.
July 04, 2020
LogMeIn Rescue: Great product for remote support
During COVID-19, we have been using rescue exclusively for all remote support needs. It is used daily. Additionally, the customers that I consult with have all received LogMeIn Rescue recommendations for their businesses. My customers, school districts, health care, vacation rental services, retail, and the list goes on either to use Rescue to support their customers and/or, I use it to support them. It is a win/win for all of us.
- 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.
June 27, 2020
Easy to use for all parties!
LogMeIn Rescue has made my life so easy by allowing remote support to remain an option as we deployed employee work from home stations. We had to hastily deploy employees to work from home in the face of the COVID crisis. LogMeIn allowed for remote support to be possible by allowing authentication outside of the VPN or local domain connection - no other remote support solution offered that flexibility.
Aside from the logistical advantages, LogMeIn Rescue is also secure, easy to use, and it gets the job done efficiently. This is a great tool that scales well for large corporations, to small startups and anything between!
Aside from the logistical advantages, LogMeIn Rescue is also secure, easy to use, and it gets the job done efficiently. This is a great tool that scales well for large corporations, to small startups and anything between!
- 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.
June 25, 2020
Why LogMeIn is a great tool to use
IT Support uses this across the organization. The ability to type in passwords, auto-reconnect after a disconnect, joining VPN, or rebooting are all fantastic. Pretty seamless. I work in the UK and support people in the USA, Canada, Bahrain, Saudi Arabia, China, Singapore & Malaysia, as well as my home country of course. LogMeIn is my tool of choice to resolve my end user's tech issues.
- 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.
June 11, 2020
Must have for remote support!
LogMeIn Rescue is used by our IT department to provide remote assistance for our users during COVID. We have been able to install printers with ease. The biggest advantage so far is that we can elevate our permissions and install necessary programs for our users. Another useful part of LogMeIn is we can use the share screen function to train our users.
- Easy to use remote assistance
- Printer installs
- User training
- Very happy with the service
May 19, 2020
Bottom line!
It addresses remote support of our staff on the weekends and sometimes during the week's work. Saves us a trip at times to locations because we could just call the client and set up a session on LogMeIn Rescue. Minor to no issues with the software so far. Recommend to any company that does support.
- 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.
We use LogMeIn Rescue as a company to better remotely support our workforce. Although it's initial intent was to be used for those workers not on site, we have found it convenient enough to begin using the tool even in lieu of walks to different parts of the building. The main issue it resolved for us is efficiently diagnosing and resolving helpdesk tickets opened by remote users.
- Remote desktop access.
- Remote file access.
- Pricing is always an issue, costs do matter and there is competition in this space.
- There is no asset management.
December 23, 2019
LogMeIn is a count on me product.
Score 10 out of 10
Vetted Review
Verified User
It is used by the support team to provide support to application issues, and various desktop/workstation based issues. A great, well known easy to use option. Easy to train support staff on its use, easy roll out. A well known product that many people are already familiar with. Website is great and clear. A great decision for many.
- Easy to use. Very little training necessary.
- Established brand identify, so user acceptance is high.
- Can't think of many things. Works, easy to use.
November 23, 2019
Solid remote assist solution
We utilize Rescue for both onsite and offsite user support. It is primarily used by IT. It allows instantaneous access to computers that are otherwise difficult to physically get to.
- 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
We use LogMeIn Rescue in all departments of our business. We use it to troubleshoot customer issues, install software on client machines, and demo solutions to clients.
- 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.