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

Use Cases and Deployment Scope

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.

Pros and Cons

Remote access
End user support
Chat

White labeling
Integrations
Ticketing workflow support

Return on Investment

Easier support
Manual tie back to ticketing system

Alternatives Considered

GoToAssist Remote Support, Cisco Webex Support and ConnectWise Control (formerly ScreenConnect)

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.

Key Insights

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

Yes

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

Atlassian JIRA Align (formerly AgileCraft), Azure Backup

Likelihood to Recommend

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.

Strong contender but not perfect

Overall Satisfaction with LogMeIn Rescue