TrustRadius Insights for LogMeIn Resolve are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Seamless Connectivity: Users have appreciated the platform for providing seamless connectivity, enabling them to update systems remotely and conduct system diagnosis efficiently. This feature has allowed users to save time and troubleshoot issues promptly without the need for physical access.
Easy-to-Use Interface: The easy-to-use interface of the platform has been praised by users, allowing them to access live PC data and effectively manage remote PCs with minimal training or learning curve. The intuitive design has contributed to a smoother user experience and increased operational efficiency.
Enhanced Productivity Features: Users value the inclusion of features like remote desktop, mobile device management, and patch management for enhancing productivity and efficiency in their operations. These tools have streamlined tasks such as software updates, device monitoring, and remote troubleshooting, leading to improved overall workflow management.
I am an IT consultant who uses Resolve to support customers remotely with the computer and server issues. This minimizes costs for my clients and travel for me.
Pros
provides means to create a support session with client
provides method to install software to provide ability to monitor and interact with computers and servers without user intervention
Cons
install process for initiating a session can be confusing for clients
bandwidth consumed is high compared to other packages
not always able to connect to a remote display-less computer or server
Likelihood to Recommend
In general, Resolve is helpful for working with remote customers.
Since I have issues with display-less computers and servers connecting, especially servers
We used LogMeIn Resolve to track customer tickets and track thru resolution including assigning team members to handle, troubleshoot and resolve
Pros
Ticket tracking
Customer support
Troubleshooting and resolution
Cons
LogMeIn Resolve mobile app can be buggy at times on iOS
Screen size sometimes appears small, not sure if it’s a bug
Better online tutorials for quick training
Likelihood to Recommend
This remote support tool was used by our call management team to track customer issues, debug and resolve. We also used the application to assign workflow amount our support agents. It was easy to implement and get our agents installed and up and running. The UI is intuitive and the off the shelf ability to handle customer issues is unmatched amount tools I’ve encountered in similar teams. When we reported issues we felt they were resolved and the product is often upgraded for free via downloads
VU
Verified User
Project Manager in Professional Services (11-50 employees)
We use this for monitoring, remote assistance, and remote deployment. Used the platform for us to enter tickets and track issues as they progress. It worked well for checking the status of all the devices quickly and in a simple quick review format. We also used the platform to track inventory and assign to the user profile.
Pros
device status and issues dashboard
remote assistance with minimum software and no software options
A simple remote assistance process for the staff member in need of assistance
OS and app update panel
Cons
device disconnect issue. It would be better if their was like a walkthrough on how to configure devices for best connectivity and monitoring
A remote deployment tutorial would also be good. It can be confusing for unfamiliar users to use remote deployment.
Be able to add devices to the inventory under the device page.
Likelihood to Recommend
Quick assistance to close problematic programs, enter admin credentials, and see the device details. The file manager does not work easily and needs to be updated and have better instrtuction on use.
VU
Verified User
Technician in Information Technology (11-50 employees)
We use LogMeln for remote troubleshooting, IT support, and helpdesk operations across the organization. These applications enable us to quickly connect to user machines without consuming a significant amount of time.
Pros
Browser based remote access.
Session recording.
Mobile support.
Simple login process.
Cons
Need to improve UI design, difficult for new users.
Improve connectivity on a lower Internet speed.
Reporting
Likelihood to Recommend
Using LogMeln, we can quickly connect to users over remote to fix any system or network-related problems without disturbing users' tasks. The application takes a long time to respond when network connectivity is low.
VU
Verified User
Consultant in Information Technology (10,001+ employees)
Help with troubleshooting issues. We are able to troubleshoot issues with internal staff and external customers. With GoTo Resolve, we can access each devices or program needing help and provide a quick solution
Pros
Remote Desktop
Remote Assist
Troubleshooting
Cons
Downloadless options
pricing
remote access controls
Likelihood to Recommend
They are good as others. They provide the services or features they list as such. You pretty much get what you pay for. If you require a complete integrated fully functioning software, it comes with the cost.
LogMeIn Resolve was being used for remote monitoring and management, remote access and support for our endpoint devices and server infrastructure.
Pros
Endpoint remote access was quick and easy to use
File level access to end user workstations without end user interruption
User interface is simple and easy to navigate
Cons
Limitations on remote control when using mobile support
Likelihood to Recommend
Remote technical support for a geography diverse workforce is easy to manage using the LogMeIn tool. Reduced our travel time giving us more time to help end user issues. The tool also allows us to run some diagnostic tools in the backend without end user interaction.
In today's world, IT professions are essential for small businesses. When these IT professionals are able to log in remotely to any customer's computer with a few easy steps, it brings customer service up a few notches. I use this software to help out customers in many ways, what I like most is I CAN connect to Mac's. It does take a few extra steps, but where Apple has attempted to block any access to the computer, it is doing no favors for its users. When they need help, they don't have time to make an appointment and stand in line at the Apple store. Many of my customers have been having issues with their Apple products. When I can log in through a webpage and resolve their problems in minutes instead of them spending hours, it boosts our customer service and PR ratings.
Pros
Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.
Cons
There is a new version offered, but I opt to use the legacy version. To me, it just makes more sense and is much easier to navigate. We IT people have enough new technology out there; it's nice not to have to learn something new. (Our brains can only absorb so much before pushing other things into storage!)
I do wish the Apple access was better than it is, but that is more an Apple issue than a LogMeIn issue. On the customer side, on-screen instructions are always appreciated!
I have many issues with the admin access needed to use LogMeIn. It often locks me out, with few options for the customer to resolve it other than the administrator password. Now, I am not asking you to bypass the admin password. Am I? Perhaps there should be an option for a one-time admin password instead of requiring it multiple times. Running as a service is not a recommended workaround, but possibly caching the admin password once entered for the session would be a worthwhile investigation.
Likelihood to Recommend
I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.
I use LogMeIn Resolve to assist my end-users remotely and to connect to my organization's virtual environments easily. It allows for me to address problems my user base are encountering more quickly instead of having to walk over to a remote location or get into my server room. I have a user base of over 100 employees, and over 30 servers that I administer.
Pros
The helpdesk/ticket management system is customizable and intuitive
The dashboards allow for me to quickly get a feel for certain metrics
Remote management tools are easy to use
Cons
If I had a little more granular control of how email notifications go out, I'd be happier. I submit cases on the behalf of a lot of users so sometimes I get more notifications than I'd like.
I'd like if it was possible to assign multiple users to one ticket
I'd like an easier way to access or view software inventory, if it could be done automatically would be ideal.
Likelihood to Recommend
LogMeIn Resolve is great for an organization running a small helpdesk, and is affordable to boot. It does practically everything I and my team need it to. But I do think in higher volume organizations such as a managed services provider, that LogMeInResolve may be lacking in features that other RMM suites provide.
VU
Verified User
Manager in Information Technology (51-200 employees)
I use LogMeIn Resolve to provide technical support to our clients. I use this tool from the moment I clock in until the moment I clock out every day which is why it's functionality and ease of use are critical to me.
Pros
Performs well for remote access in terms of speed - there isn't much lag on fast networks.
Provides an easy way to share files with the client which stramlines the support process.
GoTo Support has been responsive when I've needed help.
Cons
The user interface is clunky and difficult to use in terms of CRITICAL functions that lie at the core of any remote access solution.
ctrl + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
And now - in a recent development - SHIFT + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
Things like frequently used key combos and shortcuts should work the same via remote access solutions as they do on a hardware keyboard. Anything else is an annoyance and an impediment to workflow and productivity.
Likelihood to Recommend
Presently the GUI issues dealing the shift+key and ctrl+key combos are massive and problematic. These should work the same way via a remote access session as they do via a hardware keyboard.
VU
Verified User
Technician in Information Technology (501-1000 employees)
I use LogMeIn Resolve to provide remote support to end-users mobile devices. Our devices are located in host facilities that IT does not have physical access to.
Pros
Easy guided remote support tool.
Helpdesk ticketing and tracking.
Provide remote access to mobile devices (iOS).
Cons
Improve clipboard copy/paste usability.
Likelihood to Recommend
Using LogMeIn Resolve, I remotely helped user install Teams and login. User is not proficient in using computers. Remotely help users navigate apps on iPad including using authentication to access apps.
VU
Verified User
Director in Information Technology (201-500 employees)
