LogMeIn Rescue
Help desk software
Co-browsing software
Remote video support software
Remote desktop software
Remote support software
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is LogMeIn Rescue
LogMeIn Rescue is a remote support platform used by IT and customer support teams to diagnose and resolve issues on end-user devices over the internet. It supports attended and unattended access, technician-to-user screen sharing, and session tools such as file transfer and remote control. The product is commonly used in service desks and contact centers that need secure, auditable remote assistance across Windows, macOS, and mobile devices. It differentiates through enterprise-oriented administration features such as technician management, session logging, and integration options for ticketing/ITSM workflows.
Enterprise-grade session controls
Rescue provides role-based administration for technicians, centralized configuration, and policy controls that support larger support organizations. It includes session logging and reporting features that help with auditability and operational oversight. These capabilities align well with service desk environments that require governance beyond basic remote desktop access.
Broad device and OS support
Rescue supports remote assistance across common desktop operating systems and extends to mobile device support scenarios, which is important for modern end-user environments. It enables technicians to assist users without requiring complex network setup in many cases. This breadth reduces the need to maintain separate tools for desktop versus mobile support.
Integrations and workflow fit
Rescue is designed to fit into help desk and service desk processes, including options to integrate with ticketing and identity/security tooling depending on edition and deployment. It supports technician collaboration features (such as transferring sessions) that map to tiered support models. This makes it easier to operationalize remote support as part of structured incident handling rather than as an ad hoc tool.
Not a full ITSM suite
Rescue focuses on remote support and does not replace a full service desk platform with native incident/problem/change management, CMDB, and SLA automation. Organizations typically pair it with a separate help desk or ITSM system for end-to-end workflows. This can increase integration and administration effort compared with suites that bundle ticketing and remote support.
Licensing can be costly at scale
Remote support products with enterprise controls often price per technician or concurrent technician, which can become expensive for large or seasonal teams. Costs may also increase when adding advanced security, reporting, or integration capabilities depending on packaging. Buyers should validate total cost across all required technician roles and usage patterns.
User experience depends on endpoints
Remote support performance and feature availability can vary by endpoint OS, device restrictions, and network conditions. Mobile support scenarios may have limitations compared with full desktop control due to platform security constraints. This can require process adjustments and user guidance for certain device types or locked-down environments.
Seller details
GoTo Group, Inc.
Boston, MA, USA
2003
Private
https://www.goto.com/
https://x.com/goto
https://www.linkedin.com/company/goto/
