Rescue Helps You to Rescue Your Non-IT Employees from a Chaotic IT Experience. Makes Things Easy When an Expert Takes Over Your Computer!
November 29, 2022
Rescue Helps You to Rescue Your Non-IT Employees from a Chaotic IT Experience. Makes Things Easy When an Expert Takes Over Your Computer!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Rescue
We use the Rescue remote control application to take control of the end user's computer and provide remote support for any software-related difficulties or requests. It's highly practical and easy to use; all you have to do is email the link or instruct the customer to visit a rescue URL, exchange the code, and in less than 4 minutes you can connect to their devices and view what they see in real time from their end.
Furthermore, you can use to invite other coworkers to assist you in troubleshooting the affected computer by simply looking them up in the address book or sending the invitation directly from Rescue. Other features of the program include the ability to export computer details, remotely reboot the device, and transfer files between your machine and the end user. The user does not need to be connected to a VPN network; all that is required is that they have internet access.
Furthermore, you can use to invite other coworkers to assist you in troubleshooting the affected computer by simply looking them up in the address book or sending the invitation directly from Rescue. Other features of the program include the ability to export computer details, remotely reboot the device, and transfer files between your machine and the end user. The user does not need to be connected to a VPN network; all that is required is that they have internet access.
Pros
- Real time connection
- You can toggle between multiple screens
- File transfer
- Display Computer details & up-time
Cons
- You can add drawing on screen like Zoom
- Shortcut commands in the menu bar to easy access Windows features such as "add/remove programs". "Windows explorer".
- It helps us to increase our remote resolution from offshore personnel, so you can redeploy the activity of a local resource at your facility to specifically address more of the hardware or physical IT problems.
- Increase FCR "First Call Resolution" if you have this within your SLA
- Improve end user experience, Non IT personnel doesn't have to struggle explaining an issue, it makes it very easy once you get on the affected user computer.
- SolarWinds Dameware Remote Support (DRS) and TeamViewer
UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system.
TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system.
Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools.
TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system.
Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools.
Do you think LogMeIn Rescue delivers good value for the price?
Not sure
Are you happy with LogMeIn Rescue's feature set?
Yes
Did LogMeIn Rescue live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of LogMeIn Rescue go as expected?
I wasn't involved with the implementation phase
Would you buy LogMeIn Rescue again?
Yes
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