Item: LogMeIn Rescue by GoTo
Rating: 9
Author: Verified User

Overall Satisfaction with LogMeIn Rescue

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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.

Return on Investment

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.

Alternatives Considered

Microsoft Teams and RingCentral Meetings

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.

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

Microsoft 365 (formerly Office 365), Thomson Reuters Westlaw, iManage Work

Likelihood to Recommend

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 to the Rescue everytime