Good tool overall for remote support
August 06, 2019

Good tool overall for remote support

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

Overall Satisfaction with LogMeIn Rescue

This product is used by IT support for remote support of in-office and remote users.
  • Easy to start up for the users
  • Quick, reliable connections
  • Able to take admin control easily and quickly
  • Can control all monitors
  • Multiple methods of remote access (pin code, email, url link)
  • Able to create unattended access for long remote sessions or sessions that take place on multiple days
  • Good file transfer system
  • Sometimes connection drops and reconnects
  • Connection emails are sometimes slow
  • Admin control for business may require sharing admin credentials with customer
  • File transfer requires admin control to initiate
  • We are able to have a centralized help desk for country-wide support
  • Issues are solved faster with remote support vs deskside or having to ship computers
  • Able to clear more tickets in a short amount of time
  • Able to help multiple customers if needed
really good tool. it can do most every operation. unfortunately, you do need the user to initiate the support vs. something like Dameware and gaining admin access in a business environment means giving the customer's admin credentials. I also wish the file manager did not need admin control to use.
I haven't had to use support so I'm not sure.
LogMeIn is a good tool for supporting remote customers. You are able to perform almost all troubleshooting steps remotely, though there are issues with needing to enter bios or troubleshoot sound that still require deskside support.

Rescue Feature Ratings

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