Overview
Product Information on LogMeIn Resolve
What is LogMeIn Resolve?
LogMeIn Resolve Pricing
Overall experience with LogMeIn Resolve
“A Great For Offering Remote Support - Secure and Reliable ”
“Most of Resolve is fantastic! The Helpdesk is NOT. ”
About Company
Company Description
LogMeIn, Inc. is focused on facilitating contemporary workforce dynamics by enabling remote work on a global scale. As a major player in the development of remote work technology, LogMeIn offers solutions that allow individuals and businesses to work effectively, irrespective of their locations. It has developed notable product portfolios geared towards creating dependable tools for remote work, including GoToMeeting, LastPass, RescueAssist, LogMeIn Pro, and Central. With a growing user base, the company operates internationally with its headquarters in Boston and additional locations across different continents.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: LogMeIn Resolve
Deciding Factors: LogMeIn Resolve Vs. Market Average
Performance of LogMeIn Resolve Across Market Features
LogMeIn Resolve Likes & Dislikes
GoTo Resolve ensures effortless control/access remotely. The security features are great. Saves time and ensures efficiency when getting/offering remote help.
Read Full ReviewThe ease with which we implemented this tool was great, nothing worse than struggling to deploy remote support tools due to needing admin privileges or confusion about how to properly deploy the way for best results. The ease of use and incorporation of a rather extensible Help desk, which we use rather deeply is of great help. Also with the ability to remotely execute updates and track software inventory it makes this a very useful platform.
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The helpdesk feels like it was designed by someone in UX who has read about helpdesks but never had to use one. There are options for customization in that you can add custom fields or lists, but you can't actually manage the order or implementation of them. Adding people from your org to access the helpdesk is a nightmare if you have a bulk amount to do. It ends up being faster to key them in manually. Also, the groups make no sense. You can add people to groups, but you can't add groups to functions. What's the point of the group? In the context of an IT environment, the implication of a group is that it will be akin to security groups, and these are NOT. The reports are hokey. It's better to export and build charts in another application. The search feature in the helpdesk makes no sense. If I search for the number of the ticket, how is that not the first hit? I can also search for the title of the ticket and get no results. Sometimes, the search results you get vary by the person doing the search, or the view (kanban vs grid) in which you are searching. I'm sure there's a technical explanation for why it's doing these things. However, I would suggest these interfaces should be logical and intuitive and not need a lengthy sermon about the limitations of the platform in which they were built and/or janky workarounds for the customer. There are other things I could expound upon, but you get the idea. The reason I score low on some of the categories above is because of the poor quality of the helpdesk at large. Otherwise, the other parts of Resolve are all 4 and 5 stars in my experience thus far.
Read Full ReviewThe platform is improving at a regular pace, but the remote execution tool does sometimes struggle with some tasks. It's more of a hiccup than a full issue. When using remote execution, at times the job will show that it is still running when it has completed, so functionally it is great but the reporting is wrong.
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LogMeIn Resolve Reviews and Ratings
- Chargée Marketing50M-1B USDRetailReview Source
A Great For Offering Remote Support - Secure and Reliable
GoTo Resolve ensures lots of flexibility, security, and efficiency when getting remote support. The IT department is able to offer support remotely to the rest of the departments thereby saving time. From configuration to troubleshooting, GoTo Resolve makes it all possible thanks to flawless remote access/control features. - Senior IT Manager50M-1B USDManufacturingReview Source
Most of Resolve is fantastic! The Helpdesk is NOT.
I have submitted some issues I have experienced with the helpdesk and have not had the best service. Updates to my issue were slow and inconsistent, but when I DID receive a response, I was nagged to provide feedback within 24 hours. If I didn't, I was informed my ticket would be closed. It felt odd that the support team wasn't held to as high an SLA as the customer. - Director of IT<50M USDManufacturingReview Source
Helpful remote access tool with excellent help desk and other features
The tools are great and have been improving, but the best part is when a vendor listens to the customer about what they need/want and work hard to deliver on that. - Network Engineer<50M USDTelecommunicationReview Source
Simple Setup and Quick Computer Addition Noted, Multi-Monitor Handling Criticized
This was easy to setup and get running. Adding computers to it is simple and easy. However, I don't really like how they deal with multiple screens there should be a view with all the mini screens on it for selection so you can see where a new window pops up without having to search for it, and when you hit the WinKey it pops up both the remote computer's and local computer's start menu. - Product Support<50M USDHealthcare and BiotechReview Source
Rep Provided Consistent Support Throughout Our Transition to GoTo Resolve
Our sales representative, was incredibly attentive. Throughout the entire process of finalizing pricing, getting all the documents signed, and just generally checking-in on progress, he was present. My team has officially moved in to GoTo Resolve and couldn't be happier with our decision. Compared to its top competitors, GoTo was entirely hands-on and exceptional in all other aspects of the sales process.