LogMeIn to the Rescue everytime
December 14, 2021

LogMeIn to the Rescue everytime

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue

We use LogMeIn Rescue as our main help desk support tool. LogMeIn [Rescue] gives us admin access to the user's screen [to] install software or run apps as an admin. Two things we can't get by simply sharing a screen. Often times a support call might take more than ten minutes. LogMeIn [Rescue] lets the user enter their password at the start of the session so that they can walk away, and if we reboot the computer, it will automatically log the user back in so we can continue the install process. At our firm, all our users have two external monitors, and their laptop monitor, LogMeIn [Rescue], allows us to view and interact with all available monitors.
  • See and interact with UAC Prompts
  • See and interact with all monitors
  • Three easy ways for a technician to connect to a users desktop
  • Transfer files
  • I wish there was a way to communicate via voice within the app, like Teams.
  • It would be nice if admins didn't have to log in every single time to get admin rights to the desktop.
  • Sometimes the remote console box does not close when the user disconnects.
  • We kept our help desk staff to a minimum since we no longer needed a tech on each floor.
  • Time of resolution went up 65% since our techs were able to quickly see the problem and resolve [it].
  • We no longer needed additional software to transfer files, saving us up to $5000 in subscription fees.
The limitation of Teams is that we only had view permissions on the user's laptop. If we tried to install a product and the user got a UAC prompt, the tech was not able to see the pop-up or interact with it. With Teams, the user is only able to share one screen at a time which we would need the user to be at the station to move screens around. RingCentral Meetings was also considered; however, we needed a separate app [that] required the user to log in, and often times the user did not know their login information, so it would take about five or six minutes to get them logged on before we can start troubleshooting their real problem.

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Microsoft 365 (formerly Office 365), Thomson Reuters Westlaw, iManage Work
LogMeIn Rescue is well suited for anyone on the help desk. Our non-admin staff also use the app to share screens to do training and to share files with remote users. There [is] a lot of security built into the product, so I do not know of a scenario where LogMeIn Rescue is less appropriate.

LogMeIn Rescue by GoTo Feature Ratings

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

Using LogMeIn Rescue

5 - Help Desk and Training