Great remote support software provides users with a robust tool kit and is a favorite solution of our team
July 16, 2019

Great remote support software provides users with a robust tool kit and is a favorite solution of our team

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

Overall Satisfaction with LogMeIn Rescue

LogMeIn Rescue is currently being used as a support tool for remote access troubleshooting of customer reported issues; assisting with system configuration changes, data or system migrations, or other tasks that require my team to view one or more customer tablets/laptops/desktops/servers.

Pros

  • Rebooting and reconnection to remote computer.
  • Intuitive design and alerting functions while establishing a session.
  • Simple connection process for customers to join a session.

Cons

  • Main console UI appears cluttered compared to similar solutions.
  • Would like more customization for home screen, including which sections/items are displayed.
  • Improve session connection reliability; a higher percentage of my customers are unable to complete the session connection compared to similar solutions.
  • We are able to greatly reduce time to resolution, enabling our team to meet our metrics goals.
LogMeIn Rescue has a much easier connection process than Webex Support Center; the UI is much more intuitive and has better labeling so that you know what each button does and don't have to hover over each one to figure out what it does. ScreenConnect did not have the same features as LogMeIn Rescue when we compared, so it is only used as our just-in-case, backup solution.
I think LogMeIn Rescue is well suited for use with supporting customers that you need greater levels of access to their computers for system maintenance and support. It is helpful to be able to get around Windows User Access Control (UAC) limitations that other solutions can have issues with (loss of keyboard or mouse control in some applications). It is also adept for situations where you need to reboot the client's computer and remain connected to continue system maintenance.

LogMeIn Rescue Feature Ratings

Remote Administration
9.3
Screen sharing
10
File transfer
8
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
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
Not Rated
Session record
8
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

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