LogMeIn Resolve

Score8 out of 10

240 Reviews and Ratings

What is LogMeIn Resolve?

LogMeIn Resolve is an IT management and support solution designed to help organizations take control of their IT infrastructure. The platform combines features like remote monitoring, access, and support with tools such as ticketing, AI-assisted task automation, and patch management.

Categories & Use Cases

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Tom Gueth

IT Consultant in Information Technology at Binary Star Technology, Inc (1-10 employees employees)

Use Cases and Deployment Scope

I am an IT consultant who uses Resolve to support customers remotely with the computer and server issues. This minimizes costs for my clients and travel for me.

Pros

provides means to create a support session with client
provides method to install software to provide ability to monitor and interact with computers and servers without user intervention

Cons

install process for initiating a session can be confusing for clients
bandwidth consumed is high compared to other packages
not always able to connect to a remote display-less computer or server

Return on Investment

Allows to set up for access on remote computers as administrator
however, costs doubled compared to previous LogMeIn tool

Usability

Alternatives Considered

GoTo Meeting and GoTo Connect

Other Software Used

Microsoft Remote Desktop Connection Manager (RDCMan), TeamViewer

Verified User

Technician in Information Technology (11-50 employees employees)

Use Cases and Deployment Scope

We use this for monitoring, remote assistance, and remote deployment. Used the platform for us to enter tickets and track issues as they progress. It worked well for checking the status of all the devices quickly and in a simple quick review format. We also used the platform to track inventory and assign to the user profile.

Pros

device status and issues dashboard
remote assistance with minimum software and no software options
A simple remote assistance process for the staff member in need of assistance
OS and app update panel

Cons

device disconnect issue. It would be better if their was like a walkthrough on how to configure devices for best connectivity and monitoring
A remote deployment tutorial would also be good. It can be confusing for unfamiliar users to use remote deployment.
Be able to add devices to the inventory under the device page.

Return on Investment

faster assistance through with remote connections
remote connections without users present enable issues to be addressed without the employee present, which minimizes the interruption to the employee's day.
device health dashboard makes it easy to see where security needs improvment

Usability

Other Software Used

Bitdefender GravityZone, Avast Business Patch Management

Verified User

Project Manager in Professional Services (11-50 employees employees)

Use Cases and Deployment Scope

We used LogMeIn Resolve to track customer tickets and track thru resolution including assigning team members to handle, troubleshoot and resolve

Pros

Ticket tracking
Customer support
Troubleshooting and resolution

Cons

LogMeIn Resolve mobile app can be buggy at times on iOS
Screen size sometimes appears small, not sure if it’s a bug
Better online tutorials for quick training

Return on Investment

Improved issue resolution time
Ability to track tickets is second to none
Visibility of team ticket load management allowed for increased efficiency and balanced workflow across team

Usability

Alternatives Considered

TeamViewer and AnyDesk

Other Software Used

Microsoft 365 Copilot, Atlassian Jira, Smartsheet

Tracy Novack

Administration in Corporate at Interactive Office Systems (1-10 employees employees)

Use Cases and Deployment Scope

In today's world, IT professions are essential for small businesses. When these IT professionals are able to log in remotely to any customer's computer with a few easy steps, it brings customer service up a few notches. I use this software to help out customers in many ways, what I like most is I CAN connect to Mac's. It does take a few extra steps, but where Apple has attempted to block any access to the computer, it is doing no favors for its users. When they need help, they don't have time to make an appointment and stand in line at the Apple store. Many of my customers have been having issues with their Apple products. When I can log in through a webpage and resolve their problems in minutes instead of them spending hours, it boosts our customer service and PR ratings.

Pros

Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.

Cons

There is a new version offered, but I opt to use the legacy version. To me, it just makes more sense and is much easier to navigate. We IT people have enough new technology out there; it's nice not to have to learn something new. (Our brains can only absorb so much before pushing other things into storage!)
I do wish the Apple access was better than it is, but that is more an Apple issue than a LogMeIn issue. On the customer side, on-screen instructions are always appreciated!
I have many issues with the admin access needed to use LogMeIn. It often locks me out, with few options for the customer to resolve it other than the administrator password. Now, I am not asking you to bypass the admin password. Am I? Perhaps there should be an option for a one-time admin password instead of requiring it multiple times. Running as a service is not a recommended workaround, but possibly caching the admin password once entered for the session would be a worthwhile investigation.

Return on Investment

A positive ROI, the expansive remote abilities allow a minimum of 90% of our IT work without sending a technician to the location.
10% of our technicians travel to locations while 90% are home-based. (Office or Home).
We used to have multiple techs attending one customer location physically (brainstorming does happen during a fire). We are now able to send multiple technicians to the same call 'virtually' without the cost of actually sending them.

Usability

Other Software Used

Microsoft 365, AVG AntiVirus Business Edition

Kevin McCusker

IT Operations Manager in Information Technology at Offit Kurman (501-1000 employees employees)

Use Cases and Deployment Scope

LogMeIn Resolve was being used for remote monitoring and management, remote access and support for our endpoint devices and server infrastructure.

Pros

Endpoint remote access was quick and easy to use
File level access to end user workstations without end user interruption
User interface is simple and easy to navigate

Cons

Limitations on remote control when using mobile support

Return on Investment

Consolidation of various remote access tools into one platform.
Time to resolution has been drastically reduced since using this tool.

Usability

Alternatives Considered

PROXY Pro, Ivanti Endpoint Manager, TeamViewer, Splashtop and RealVNC Connect

TeamViewer

BeyondTrust Remote Support

NinjaOne

LogMeIn Resolve

What is LogMeIn Resolve?

Categories & Use Cases

Media

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Other Software Used

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