LogMeIn Rescue: does one thing and does it really well.
August 21, 2019

LogMeIn Rescue: does one thing and does it really well.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue

We use LogMeIn Rescue (LMI) to provide remote support to customers. The customer would call in and, if required, the Service Desk Analyst would use LogMeIn to remotely take control of the customer's computer and troubleshoot remotely. This means that most of the issues could be resolved quickly and remotely, before a technician could even physically get to the customer.
LogMeIn is in a pretty crowded space, as there are many tools out there that do similar things. However, I consider LogMeIn to be a full feature remote support tool because it has a lot of strong features, such as:
  • Granular backend administration console.
  • Transfer session between technicians.
  • Share session between technicians.
  • Restart and resume control without any further customer intervention.
  • Control of mobile devices.

Pros

  • It's easy to guide the customer to set up the initial connection.
  • Transfer/share control between technicians.
  • It's a very good built-in tool to administer account permission and license.
  • It's trouble-free, and works as it is supposed to. We never spent any effort to troubleshoot or fix anything. The tool is pretty much set and forget.
  • Strong administration features: Email alerting for when you are running out of concurrent license. Useful reporting usage statistics.

Cons

  • The tool works so well so it is very hard to identify an area that could improve significantly.
  • One area could be how licensing is counted. Maybe count license usage based on the number of concurrent remote control session instead of the number of technicians currently logged in. This might not seem like a big deal, but if you have a lot of technicians, they could all sign in and hold up licenses without actually using any remote control sessions.
  • The tool has a concurrent licensing module, so it is very flexible, and that combined with usage statistics reporting allows you to get the right amount of licenses for your needs.
  • We have other tools with some overlapping capabilities like NCentral which we can use to do remote support. However, NCentral requires an agent to be already installed on the user's machine, and that is not always the case. So LogMeIn is a good catch-all tool to ensure that you will also be able to provide remote support.
LogMeIn has all the features that it needs, and does its job exceptionally well. As a service desk technician who used it for several years, there isn't anything bad I could say about it. It's fast, easy to use, and reliable. As an administrator of the tool, again there's nothing bad to say. Its a set and forget tool, and has never caused any problems for me. I got in once in a while to administer user accounts and run some reports, but I never had to log in because something is "broken" or doesn't work properly. Another sign that the tool is great at what it does is that nobody complains about it or wished it as something or works a certain way.
I never had to engage support for LogMeIn Rescue because I never had any problem with it. I never needed someone to show me how to do something because everything is so intuitive and it only takes a few minutes to figure out how to do things, so I can't provide a good answer to this question. I know that their sales team are responsive whenever we have licensing related inquiries, so I assume that their support would be of similar quality.
I have used similar tools like TeamViewer, NCentral, and Mikogo. Some of those tools are more than just remote support, and they have other uses like collaboration, remote management, patching, etc. However, when it comes to purely providing remote support, LogMeIn is the only one has all the features to do it.
LogMeIn Rescue is a great tool for providing remote support on any major platform: windows, mac, android, etc... It is not meant to do anything else as far as I am aware, so it is not fair to consider other scenarios. Bottom line: it is a tool for remote support and it is great at it.

LogMeIn Rescue Feature Ratings

Remote Administration
9.2
Screen sharing
10
File transfer
8
Instant message
10
Over-the-Internet remote session
9
Initiate remote control from mobile
9
Remote management of servers & workstations
9
Centralized management dashboard
10
Session record
8
Multi-platform remote control
10

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