Item: LogMeIn Resolve
Rating: 7
Author: Aaron Ashcroft

Overall Satisfaction with LogMeIn Resolve

Use Cases and Deployment Scope

We mainly use it for remote sessions, both unattended and attended. the terminal is very helpful as well as the services feature. We only use patching on a few customers; we already sell patching as part of our WatchGuard EPDR package. We are considering moving to Resolve as our premier patching service, but are waiting for further updates.

Pros and Cons

Pros

easy support sessions
best use of an ai chatbot in a program
wide view of details on a device without having to remote into it

Cons

session connectivity feels really slow at times
no option to kick an agent off a session or join a session without approval from agent (reset connection option from goto assist needs to be implemented)
pathching details is limited

Return on Investment

scripting has greately reduced downtime for customers
customers feel more comfortable with support sessions
not being able to reset a connection on an endpoint has been a big problem for us
the reporting tool needs serious work. i have a ticket open on an issue that has been in the works for months with no fix in sight

Usability

great features but needs to mature more

All in One Platform

getting connected to customers has been faster as well as diagnosing issues. with services and terminal i can investigate deeper without having to interupt the enduser. but not being able to kick an agent off a session/reset endpoint connection has hindered us greatly in recent months.

Alternatives Considered

GoTo Assist

Resolve feels like a 21st century version of Assist, but the reset connecton button is sorely missed

Key Insights

Do you think LogMeIn Resolve delivers good value for the price?

Yes

Are you happy with LogMeIn Resolve's feature set?

Yes

Did LogMeIn Resolve live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Resolve go as expected?

Yes

Would you buy LogMeIn Resolve again?

Yes

Other Software Used

Watchguard Endpoint Security, WatchGuard Network Security, Hornetsecurity VM Backup

Likelihood to Recommend

Resolve does a lot right, but it still feels like the product needs to mature more. if a session gets stuck there is no way to force close it on the endpoints end. patching feels very limited in information per device. you can see it from a thousand foot view, but not on an individual computer level.

Comments

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Resolve - great product that continues to mature