Item: LogMeIn Rescue by GoTo
Rating: 7
Author: Verified User

Overall Satisfaction with LogMeIn Rescue

Use Cases and Deployment Scope

This product is used by IT support for remote support of in-office and remote users.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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.

Support Rating

I haven't had to use support so I'm not sure.

Likelihood to Recommend

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.

LogMeIn Rescue by GoTo Feature Ratings

Comments

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Good tool overall for remote support