LogMeIn Resolve

Avantages

La gestion d’incident , résolution prise en main création de groupe déploiement facile de client

Inconvénients

Avant il y avait GoTo assist on ne peut plus séparer les éditions

Avantages

la gestion et la classification des ticket et l'intégration à TEAMS est pratique

Inconvénients

la prise en main à distance et moins facile à utiliser que l'était go to assist pout la prise en main sans surveillance go to resolve ne fonctionne pas sur des client en Windows 7 se qui peut encore arriver

Avantages

GoTo Resolve the work software that we rely most heavily upon. Naturally, we employ it to provide on-demand customer support. However, we also rely on it to remotely access a computer or a server when it has to be used without surveillance.

Inconvénients

Updating or uninstalling the previous version using the Control Panel is required before re-establishing a remote connection to a previously linked device. Recently, this issue has become increasingly challenging, and after months of attempting to rectify it, we've decided to look into other remote support software.

Avantages

GoTo Resolve offers me a lot of tools to manage our company's IT resources and provide real time support to our users. Having information such as what operating system a computer is running, who is currently logged in, and what the computers resource usage is on my control panel has been a great help in providing support.

Inconvénients

The two biggest issues I've encountered is GoTo Resolve is a bit more resource hungry when providing remote support compared to other remote desktop solutions. Some of our older machines run extremely slowly when I'm using it to remote in. Additionally if the GoTo Resolve client on a machine decides to stop it can be a pain instructing a user how to restart it and is usually easier to tell them to reset the entire machine. The GoTo Resolve client handles users changing poorly which is usually when the client crashes.

Avantages

Seamless remote access and user friendly interface

Inconvénients

Poor Apple device support. A little pricey compared to competitors

Avantages

The customizable ticketing system and real-time reporting are excellent features. It's made our workflow so much smoother.

Inconvénients

The user interface could use some improvement to make it more intuitive. Also, the mobile app needs more functionality and better navigation.

Avantages

This app has proven to be a valuable addition for our organization's technical support needs. Its user-friendly design ensures that even non-technical staff can navigate it with ease.

Inconvénients

I haven’t found any issues, and it delivers everything as promised. It’s a reliable tool that I can confidently recommend.

Avantages

The software is user-friendly and helps me efficiently manage customer requests.

Inconvénients

I wish there were more customization options for ticket organization and reporting capabilities.

Alternatives envisagées 

Pourquoi choisir LogMeIn Resolve 

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Avantages

I like what was described to us as a selling point, ticket system, integrated with Teams, inventory management, ease of use, etc.

Inconvénients

It's a task getting it implemented, we have a free trial account that cannot be deleted so we cannot contact support and open a ticket as it wants us to pay even though we have paid several thousand dollars up front for the year. It's not easy to configure, the ticket system is iffy at best and they don't even know how to help you configure it themselves.

Alternatives envisagées 

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Avantages

Didn't have to pay for it, the company is paying for the licensing.

Inconvénients

Not being able to remote into an end-user's system while they were having a problem.

Avantages

The file transfer option is a bit more intuitive than GoToAssist (GTA), and the amount of information presented about the remote system is quite helpful. With the new Patch Management screen we can see what remote systems require updates easily (though we don't install them via GoToResolve).

Inconvénients

Certain areas of the system do not work consistently, such as Alt-TAB, when connected remotely. Several features which were in GTA are not present within the product, such as Group Name in reporting download, ability to install during an Attended Session, option to remotely power on a PC (though this was intermittent with GTA). We have also found that the product is not as stable as GTA and often times out a session or fails to connect, for no reason. The process for a user to download and install an Attended Session is not as intuitive and simple as GTA. The inability to allow multiple support staff to join the same Unattended Session.

Alternatives envisagées 

Pourquoi choisir LogMeIn Resolve 

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Avantages

I first came across this product when we were shopping for a more secure and budget friendly solution, in order to provide remote tech support for our student body and employees. GoToResolve has been a phenomenal tool and our technicians say its very user friendly and fluid.

Inconvénients

One thing that I did not like, is its ticket system. I manage our current platform (Freshdesk) and have been looking for alternatives. I really hoped GoToResolve would fit all of our needs, because I would love an "All in one" solution. Perhaps in the future they may bring a more robust ticket system.

Alternatives envisagées 

Pourquoi passer à LogMeIn Resolve

Avantages

The software is built on Citrix's secure, high-performance infrastructure, ensuring that support sessions are fast, stable, and secure. It also offers 24/7 support, so users can get help whenever they need it.

Inconvénients

software's user interface is too simplistic and lacking in advanced features.

Avantages

easy to deploy. Easy to use. Can see if a user is active before connecting.

Inconvénients

The only con I can think of is that users can uninstall the tool. This should have a password to uninstall.

Avantages

Has every feature you will need to manage PCs from remote or WFH users.

Inconvénients

Extremely high CPU usage as a support user. Leaving this app open all day slows even high-end PCs to a crawl.

Avantages

It makes troubleshooting so much easier. Its very easy to use as well.

Inconvénients

I haven't ran into any cons so far when using this product.

Avantages

We have tried many different remote softwares and Go To Resolve is the most thorough and the easist to use. It is so easy to walk a user through the setup/connection process. The tech can even see which step of the process the user is on during the setup.

Inconvénients

We have not run into any issues or missing features we would like to have in the product.

Avantages

Very easy to install on our new computers, and immediately able to give out computers and work on lingering onboarding tasks in time.

Inconvénients

Not much - so far really great for our teams.

Avantages

Love it! Works well with macs as well! Its handy!

Inconvénients

N/A I had no issues with it so far! its super handy!

Avantages

When GoTo resolve works, it works seamlesless. The ease of use for the users is great and the chat box allows for easy communication.

Inconvénients

I have run into multiple issues when trying to connect to a users machine. Specifically on Mac, some users need to change the accessibility settings for GoTo in the systems settings, but they do not have admin credentials to allow the change. This makes GoTo unusable at times.

Avantages

User friendly and very helpful for troubleshooting.

Inconvénients

No Cons. I feel it is very easy to use and elderly people are able to use easily.

Avantages

The feature that I like the most would be the group of unattended computers you can create so you can easily connect when needed. There's also an option to have one-time remote session if the computer is not yet in the list. Asking for user's permission to connect is equally important. Multiple remote sessions are also allowed which is somehow another feature that I like.

Inconvénients

I don't like the way they license the app. It only allows one user at a time.

Avantages

Whether during normal times or pandemic times, our IT department has to do a lot of remote sessions to help our end users. I've used a number of other products for this but GoToAssist has the most features and consistently works the best. The fact that you can easily hop on with someone that has the agent installed or direct them to a site to download it if they don't is great. The fact that you can work with a user and the session will almost always stay connected, even if the machine is rebooted, is crucial when you're working in an IT capacity. There are very few limitations when it comes to being able to control everything whereas many other products won't let you control many of the system components of Windows. I also love features like changing between multiple screens the user may have and file transferring.

Inconvénients

The agent doesn't always install properly and it can be a little difficult to push out to many users sometimes. Recently there have been some issues with devices duplicating in the console for seemingly no reason.

Avantages

There are many remote support tools, but GoToAssist is the simplest of all the tools. There's no bloatware, like other 'team viewing' software, there's just a simple installer for both agent and user. The usability makes it something that I can use every single day, as well as all of my team too. I've never had a disconnection based on the software, only on the user's connection speed being an issue. The best part is that it's almost completely seamless with yoursupport business.

Inconvénients

It may sound silly, but I'd like a way to keybind an F-key or something to a "Start Support Session", and having the support URL saved to my clipboard automatically when a new session is started. It's the little things, but there's not much to complain about with GoToAssist.

Avantages

It works perfectly for the purpose created, supporting the customers remotely. One of the main things I like is when you restart the customer's computer, this tool let you stay connected when the computer boot up again.

Inconvénients

Sometimes the connection is not so stable. This is an app that must be installed in customer's computer and insert password. With other similar tools goes smoother because there are web app options with no passwords whatsover.