Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

LogMeIn Rescue has made my life so easy by allowing remote support to remain an option as we deployed employee work from home stations. We had to hastily deploy employees to work from home in the face of the COVID crisis. LogMeIn allowed for remote support to be possible by allowing authentication outside of the VPN or local domain connection - no other remote support solution offered that flexibility.

Aside from the logistical advantages, LogMeIn Rescue is also secure, easy to use, and it gets the job done efficiently. This is a great tool that scales well for large corporations, to small startups and anything between!

Pros and Cons

Security - LogMeIn uses an SSO solution that allows secured logins. It also requires authentication for the user being assisted.
Ease - LogMeIn is very easy to use and allows for simple tools like whiteboards and automated memos that allow one to expand on their experience.
Speed - LogMeIn allows for fast file transfers that work immediately. The remote desktop sharing is also very efficient, as I've never encountered any issues across a variety of connection speeds.

Timeouts - LogMeIn has a very short timeout period when it detects no activity. This can make it difficult to balance between multiple tasks.
No user side requests can be made. I would love to implement a solution that allows an end-user to request a remote session that a technician can then accept rather than only allowing the technician to initiate.
Email follow-ups to end-users would be nice. If they shared the technician name and remote desktop time stamps that could help them in case they need to file time exceptions or track time with their leadership.

Return on Investment

LogMeIn has allowed remote support in a work from home environment. The alternative was to have users travel for support.
We have had decreased handle times as authentication is simple.
The ability to support without VPN connection has been incredibly valuable in troubleshooting VPN issues that would normally require travel from the end users.

Alternatives Considered

The main alternative program I use is Skype. Skype has a screen sharing option that allows either party to grant access to the other's computer. Skype is a familiar program and the feature is implemented within Skype to make it very easy to access. Skype is also a little faster to deploy because it is so readily available.

Support Rating

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console.

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?

Yes

Did implementation of LogMeIn Rescue by GoTo go as expected?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Skype for Business (formerly Lync), Slack

Likelihood to Recommend

LogMeIn Rescue is well suited if there is an action that requires administrator or otherwise elevated permissions. It isn't as appropriate when a simple change it needed in settings, or if an end-user needs to be educated on a certain application's use. If I have an action that is simple and doesn't require elevated privileges I will usually use Skype's screen-sharing options.

Easy to use for all parties!

Overall Satisfaction with LogMeIn Rescue