HelpWire vs. LogMeIn Resolve

Great for quick access to remote devices to check the software I need. Unattended access would be great to have, as it would make the testing process even easier for me.

I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.

Incentivized

• Easy and quick, set up and connection establishment.
• No mouse or movement lag while connected with remote system
• Workd equally well with Windows or Mac systems.

• The summary of the pending tickets and how long are they due.
• Graphical representation of the tickets section wise.
• Performance review at glance of the action owners.
• Excel export of the report.
• It helps in planning and utilizing the resources.
• The notification of the update via email.

Incentivized

• UX/UI can be improved.
• Sometimes the screen freezes but connection is not lost so we can close the window and open again.
• It's an amazing App but most of the people I know have not heard about it. I think company should spend more on marketing.

• It would be nice to have a one-click launch capability. There are times when walking through a user who isn't experienced that they have a hard time launching the program.
• A batch file that launches a network connection and the program at the same time.

Incentivized

It's free, but I love their service, so I will buy their service if they introduce any paid program.

To us, it just works. and it is what our users are comfortable with. It covers all the remote issues that we as an IT department encounter. We have grown to like it and we also have grown to like the Citrix product family. We really can't find anything that would keep us from renewing.

I have no complaints about HelpWire’s usability. It’s quick to set up and easy to navigate, with a clear interface that avoids unnecessary buttons and input fields. It’s simple, which is perfect for my needs

From a receiving perspective, this software has been really easy to use. There is also the capability to have mobile device management so this is applicable to a variety of platforms and devices that may need troubleshooting. The reason I am not rating it a full 10 points is because I notice the lag time for the mouse is a little delayed on a consistent basis.

Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.

If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

The software runs well overall once installed. It is easy to use and very intuitive from both the technician standpoint and the customer standpoint. There are not a lot of problems or issues with the software, and it doesn't have a big effect on system resources once installed, or when running. It would not be a 10 since the cost of the licensing is one drawback

Incentivized

we did not have in person training

Incentivized

n/a - wasnt in attendance

Incentivized

GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.

Incentivized

A few years back, I was using TeamViewer and AnyDesk now and then, but they both started glitching, which was super frustrating. So, I switched to Splashtop, and while it was totally fine okay. When HelpWire came onto the market, I decided to give it a try, and I’m really happy I made the switch. Reliable performance, ease of use, and strong security were key factors for me.

At the time that we tested and selected a remote access tool, GoTo was superior to the other options tested. Then came the issues with ctrl+key and shift+key combos which detracted from all of the things that made GoTo the best option. Until these are fixed GoTo will remain inferior in functionality compared to other options where these items work the same as they do in Windows.

Incentivized

The system was implemented quite quickly and easily.

Incentivized

• Available for every budget, as it free for commercial use, so I can save my expenses
• Simple initiation of sessions, easy to explain to my clients how to use the app

• LogMeIn Resolve has increased productivity for our support teams with the addition of camera share. Not only are we able to remote into workstations, but with camera share we can utilize end user and customer phones to visually see physical setups to troubleshoot some situations on the fly.
• Unattended support now requires the agent to enter in a signature key as an extra layer of security before accessing a device, which further improves the safety of all devices registered for unattended.

Incentivized