Good product with potential to be great!!
Updated January 19, 2024

Good product with potential to be great!!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue by GoTo

Our company has recently switched to using LogMeIn Rescue to provide support to our customer base with their technical issues. The entire Technical and application support personnel are using it. The major advantage of LogMeIn is that it provides multi monitor support as well as reconnection after a remote reboot without going through the authorization procedure done in the beginning. The customers being served are also satisfied knowing that they give the authority to access their system to only known people by acknowledging it at each instance.

Pros

  • The customer at the other end is in control of giving access to their system. It is not a free anytime access to their system even if you have connected before.
  • The technician, after getting access, can switch between monitors on the remote system to access windows popping in different monitors.
  • You can perform a remote reboot and still connect without the customer intervention once the authorization has been given. This is helpful when you are doing a remote software installation that requires multiple system reboot.
  • You can get the remote system configuration information without invoking the command window on their side.

Cons

  • The most important feature that is missing is its ability to schedule a meeting ahead of time and integrating it with the office mail systems.
  • Their is no integration of voice so you have to resort to other calling app or phone to have a verbal interaction with the client.
  • In some cases it would be nice to set up a secured unattended remote access feature. This is particularly useful in big organizations where the remote systems are not always accessible quickly by the clients. So, if a mutually agreed secure link will help.
  • Good level of access to remote systems
  • Some customers still don't trust LogMeIn completely and hence it cannot be used
  • Cannot schedule the meetings which is a bit annoying.
As an agent using Rescue is really very easy. We just have to provide a link to the end user followed by a 6 digit code to get started. The only drawback is that you cannot add any other users to the same session to share the information.
Rescue uses end to end encryption so our security team has vetted it as appropriate to use.
As an agent I have to use the software that has been approved by our company IT dept. They make sure that the software is safe to use and that is enough for me to use it without any concerns.
There are 3 easy ways of setting up a connection which is very helpful. The most common one is to ask the end user to go to a link and enter 6 digit connection ID. We can also email an invite or provide a link. However, I gave only 8 because it does not allow you to schedule the meeting in advance and there is no voice call option. So you have to call the user through other means and then provide the information.
Skype has very poor connection quality and lags a lot. Zoom does not provides automatic reconnection after a reboot. Both the products do not allow to switch between monitors. TeamViewer can do everything LogMeIn can do and some more but it requires the licensed software to be installed on both the systems to use it.

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Yes

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Situations where you need to reconnect with the remote system after a remote reboot, LogMeIn Rescue is very helpful. It helps both the parties by not tying up another computer through which you will have to otherwise do the remote control. LogMeIn Rescue becomes inconvenient when it cannot be scheduled for a future meeting and send reminders to both parties. Currently, we have to resort to other reminder systems or call to connect.

LogMeIn Rescue by GoTo Feature Ratings

Remote Administration
9.8
Screen sharing
9
File transfer
10
Instant message
9
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
10
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
10

Using LogMeIn Rescue by GoTo

10 - Customer support role.
3 - our IT department supports any issues we may have with the application.
  • Provide remote support to client by working on their workstation.
  • Perform server installation requiring multiple reboots
  • Monitor client system using unsupervised connections
  • using the feature to get assistance from another colleague .
We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

Using LogMeIn Rescue by GoTo

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • launching the customer support portal
  • opening a connection session
  • switching between two sessions
  • Cannot add client side users to the same session
  • No voice call feature
Yes, but I don't use it

Comments

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