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