LogMeIn is just short of an all-in-one tool for support
December 21, 2018

LogMeIn is just short of an all-in-one tool for support

Jon Fortner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue

We use it in both our help desk and professional services department to access customer systems remotely. It allows us to gain access quickly without needing a VPN setup or some other obtrusive mechanism. File transfers are made easier, as well. It has replaced GoToMeeting for those activities in which a conference call is not needed.
  • Easily sets up remote access with very little knowledge needed by the customer.
  • Being able to have a centralized location for all connections is a huge win as well. Allows me to better organize my customers.
  • The built-in file transfer is a big help. Too often I run into issues where a customer cannot send me a file due to email restrictions, and their own issue connecting to FTP sites.
  • I would love for it to have VOIP capabilities. That is the one place GoToMeeting holds an edge for support capabilities.
  • I do not have that information.
I think I covered this in my other responses.
It's great if you need to work on a remote system without much fuss, and has really nice tools for handling file transfers and system reboots without needing the customer there to assist. For sessions where I need the customer present, however, it is still lacking in the VOIP department. Also if more than one tech needs to get involved, it does not handle that very well, either.

LogMeIn Rescue by GoTo Feature Ratings

Screen sharing
8
File transfer
10
Instant message
5
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
7
Initiate remote control from mobile
7
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
8
Session record
10
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
9