Strong contender but not perfect
October 08, 2021

Strong contender but not perfect

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue

LogMeIn Rescue is used for the purpose of providing technical support within our organization. It is used by the centralized ticketing team with quick links sent to end-users and customers to assist them remotely with issues they are experiencing in their computer systems. The management team will also use it from time to time to do screen sharing within their team.
  • Remote access
  • End user support
  • Chat
  • White labeling
  • Integrations
  • Ticketing workflow support
  • Easier support
  • Manual tie back to ticketing system
Overall this is a strong contender in that it is secure and works well across various platforms, especially at its price point. This product, unfortunately, falls short of other competitors such as GoToAssist and ConnectWise Control in terms of integrations with ticketing systems.

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LogMeIn Rescue is a very good tool for small to medium size organizations and, in some cases, larger based on how complex their support structure is set up. LogMeIn Rescue provides a lot of functionalities regarding remote access support for end-users. The basic workflow provides the support team with the ability to send an individual use link that ties the support engineer back to the end-user to provide support. Some places where this falls short are regarding the links being only one-time use which can lead to a lot of frustration with end-users and the inability to tie those tickets natively back to various ticketing systems such as Autotask.

LogMeIn Rescue by GoTo Feature Ratings

Screen sharing
File transfer
Over-the-Internet remote session
Session record
Monitoring and Alerts
Multi-platform remote control