LogMeIn Rescue

Score8.7 out of 10

475 Reviews and Ratings

What is LogMeIn Rescue?

LogMeIn Rescue is a remote support solution for PCs, Macs, and mobile devices. LogMeIn Rescue is designed to help IT teams to offer fast technical support and ensure a secure remote support session for both the IT professional and the end user. From small teams of IT helpdesk technicians to enterprise-level organizations, LogMeIn Rescue aims to offer the flexibility needed to remotely support employees and customers, as well as enable remote work.

Categories & Use Cases

Media

Screenshot of Technician Group Configuration - Where users can create technician groups and subgroups with granular agent permissions

Screenshot of the console where repetitive tasks automated by running pre written scripts in the background, without disturbing end users

Screenshot of a smartphone camera being used to troubleshoot offline computers and hardware

Screenshot of remote control of Macs, PCs and Linux/Android

Screenshot of reboot sessions and automation

Screenshot of the central dashboard where common mobile device issues on iPhone and Android can be identified and addressed without the need to navigate the end user's device.

Screenshot of how sessions can be started directly from Service Now or in Rescue, to automatically create Service Now tickets with a free out of the box integration

Screenshot of LogMeIn Rescue, embedded into a website or app. There are over 10 different connection methods that allow end users to get support

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Screenshot of Technician Group Configuration - Where users can create technician groups and subgroups with granular agent permissions

Instant message
Ability for administrator to communicate via instant message with remote user.
Category average: 7.2
Screen sharing
Allows participants to share their computer screens with others in the meeting, enabling collaborative work and presentations.
Category average: 9.3
Over-the-Internet remote session
Establish secure remote connection with computers outside the network firewall.
Category average: 9.4

Centralized management dashboard
Dashboard to facilitate management of users, permissions, licenses etc.
Category average: 7.5
Access to sleeping/powered-off computers
Remote access and troubleshooting of out-of-band computers.
Category average: 5.5
Remote management of servers & workstations
Server reboot, start/stop services & processes, clear logs, manage disks, shares, etc. without having to initiate remote control.
Category average: 8.4

Kenneth Cameron View profile

Principal Managing Partner in Corporate at YOL9X (51-200 employees employees)

Use Cases and Deployment Scope

With a 100% remote team, someone cannot just stop by their office and show them how to fix an issue. Rescue has made it so that it is almost as good as having someone present to show how to best solve a problem. We no longer have to go through a check list of possible issues - "Is the computer plugged in..." We have tried a number of solutions that sounded good but just ended up costing time and money; if the team member cannot solve the problem we end up sending them a new machine which causes downtime and a great deal of expense for overnighting a new machine and getting the team member up and running on their new machine.

Pros

Computer issue triage
Security by working seamlessly with our VPN
Ease of use for even the least computer savvy team member

Cons

Major maker software integration
fully remote access
the ability for a third party to fully review interactions

Return on Investment

substantial decrease in cost per employee for computer work stations
Very infrequently need to overnight and replace CPUs
Because of Rescue we have been able to upgrade all team members to allow everyone to utilize Rescue

Usability

Alternatives Considered

NinjaOne, ThreatLocker and N-able N-sight RMM

Other Software Used

Adobe Acrobat, Adobe PhotoShop, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Chrome

Verified User

Technician in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use LogMeIn Rescue to log into client’s computers and guide them when they are having issues locating things. View errors on their machines and fix items in the software or on their computers when they have issues that need to be rectified. LogMeIn Rescue helps us to do these things pretty easily.

Pros

Simple to take videos of issues
Easy to get to the task manager
Helping clients get to it works most of the time
Works well for businesses

Cons

By default it would be good to have clipboard sync enabled - disabled instead. So difficult when copying from my computer doesn’t work because of an agent sharing the connection and it will not let us copy information into the client’s computer.
Copying into excel is difficult. It will deselect things that you have highlighted when copying.
Would be nice to make the hierarchy easier when sharing files between clients and us.
Logging into certain environments can be challenging and require customers to be fairly techy to be able to understand how to get logged into client’s computers.
Sometimes login is pretty unstable on certain internet connections even though they are fine when they use team viewer with their IT.

Return on Investment

This has helped to provide us with a functional way to help clients use the software we provide.
LogMeIn Rescue helps to transfer sensitive data to clients machines directly instead of emailing the information.
Helps us document issues and record videos of things happening that are hard to prove to development
Sometimes LogMeIn Rescue closes out or will not allow you to login to a computer but works on another day without an issue. This is difficult for clients to understand and causes friction with relationships

Usability

Alternatives Considered

TeamViewer and AnyDesk

Other Software Used

Microsoft 365, Snagit, CoPilot, Notepad++

Verified User

Employee in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

Tool for users to remotely use their devices located at offices

Pros

easy method for remotely connecting to clients
good control of user access management
simply and easy to use interface

Cons

performance over low bandwidth could be improved
more frequent updates to address bugs and security
support for other platforms like linux

Return on Investment

other free or lower cost products are catching up to it which lowers its ROI especially for smaller companies
setup and manageability requires higher skilled individuals which raises overall support cost

Usability

Alternatives Considered

TeamViewer

Verified User

Employee (501-1000 employees employees)

Use Cases and Deployment Scope

I use LogMeIn daily at work to get connected to clients computers to perform data conversion. This is a tool that is needed by myself and the rest of our team if not the rest of the company to perform our work duties. Business problems normally occur when a client is using a Mac instead of a normal PC.

Pros

Works well when client is using a PC
Works well when a client has used LogMeIn the past
Works well when client isn't trying to get connected with a Mac

Cons

Sometime when client isn't logged in as admin, unable to get connection
When client doesn't have password for reboot and we need to stay connected overnight
Sometimes the program crashes when there are multiple connections

Return on Investment

Positive because when it works everything runs well
I've mainly used LogMeIn and I'm comfortable with the software
Probably the most popular software to connect with clients

Usability

Verified User

Analyst in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

use - ICT Service desk for me and multiple other use cases within different teams.
- used to remote into devices across the state to provide ICT assistance
- product support, technical support to over 600 sites across the state.
-problems are remote assistance and navigation on different product suites being used by the dept.

Pros

connection through web
script running
logs collection

Cons

connectivity issues
connection drop

Return on Investment

lately had negative impact on the service desk operations since the connection drops on web based remote connection.

Usability

TeamViewer

SecureLink Enterprise Access

BeyondTrust Remote Support

SolarWinds Dameware Remote Support (DRS)

LogMeIn Rescue

What is LogMeIn Rescue?

Categories & Use Cases

Media

Key Features

Top Performing Features

Instant message

Screen sharing

Over-the-Internet remote session

Areas for Improvement

Centralized management dashboard

Access to sleeping/powered-off computers

Remote management of servers & workstations

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

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