Item: LogMeIn Rescue by GoTo
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Currently, LogMeIn Rescue is used across the organization as a remote support tool for IT. We have several analysts and technicians that use this specifically for remoting into a workstation to assist and end user with support. This varies for each situation as we may use to assist with a problem or to walk through a process with an end user.

Pros and Cons

Ease of access for end user.
UAC bypass.
Prompts for security access.

Simplifying the security prompts.
Short URL that's easier to use.
WebUI remote connection.

Return on Investment

It's been a great resource for remote assistance.
Mobile device access is limited.
Great tools for the techs.

Alternatives Considered

BeyondTrust Remote Support (formerly Bomgar), TeamViewer and Chrome Remote Desktop

I wasn't apart of the decision making process for LogMeIn but I think it's great since it provides information regarding the workstation and it has great tools for capturing information. The mobile aspect of the tool is lacking but still useful in some aspects. Overall, I think the tool is great and gets the job done.

Support Rating

I've never had to contact support. I am only a user and not an admin so I've never had to open a support ticket or case. I'm not sure if we've ever had an issue where we needed to contact them at all. It seems to work without issues and it may be related to the workstation itself, if we're not able to log in using LogMeIn.

Key Insights

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Not sure

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

SolarWinds Service Desk (formerly Samanage), Slack, Adobe Acrobat DC

Likelihood to Recommend

It's great for nearly all troubleshooting aspects because it has the function to get past UAC on a Windows machine. Normally on screen-sharing applications, you'll get stopped by the UAC prompt (since the end user may not know what to do and it might confuse them or they get nervous). But using the application is fairly simple after you've used it a few times.

Great tool for the job!

Overall Satisfaction with LogMeIn Rescue