LogMeIn Resolve Review

Why LogMeIn Resolve Is Best for No-Download Live Support

The less you have to ask of a customer or colleague who’s reaching out for technical support, the better. LogMeIn Resolve’s instant remote support doesn’t require the end user to download any software or adjust any major permissions on their device. Instead, remote sessions are initiated securely with a nine-digit key and hyperlink you can share directly or via email. 

For mobile sessions, you can also send a text invitation from within the application. Either way, the end user only needs to accept your invitation from their chat window and agree to the level of access you require to begin a remote control or remote view session.

For customers with potential hardware issues, a camera-share add-on lets you take control of the end user’s mobile device and see what they’re seeing without a download required on their end. Factor in its other desirable features like third-party integrations and the ability to save time by automating tasks, and LogMeIn Resolve is a standout remote access program. 

Even better, the tool can offer “clientless” remote support, allowing for a support session with a present end-user through just a web browser. However, note that the rest of the tool’s features do require the installation of the LogMeIn Resolve app on the targeted device. 

Quickly invite users to a secure support session with a nine-digit key and direct link — no downloads necessary. Source: LogMeIn Resolve

Usability

LogMeIn Resolve ranks high on our list for ease of use thanks to its in-app resource center and consumer software look and feel. While no remote support or unattended access software is particularly difficult to navigate, LogMeIn Resolve is especially intuitive and simple for a new user to learn. With no download required for remote support sessions in which a user is present, connecting to an end user’s computer or mobile device for a support session is almost immediate with a direct link, in-app text message or out-of-app email.

The collaboration feature lets you toggle between sessions or join other technicians’ sessions at any time to offer additional support or training. All you need to do is enter the active session number. Other advanced tools, like remote execution, have helpful menus to walk you through job creation steps, including restart, shutdown, folder creation and javascript execution.

The LogMeIn Resolve dashboard is customizable with drag-and-drop widgets. Here, we’ve placed an overview of all help desk tickets front and center. The system alerts us that there is one ticket past due so we can get it assigned and resolved quickly. (Source: LogMeIn Resolve)

In unattended access settings, you can choose between remote control (a full computer takeover) or the manage feature (which lets you work behind the scenes to launch the file manager or terminal manager using your signature key). In our experience, connecting through either option was fast, but accessing files on the desktop of your managed device does require remote control takeover. 

Regardless, we liked that at the end of an access session, you’re prompted with the opportunity to add notes about the session and the account for future reference. Note though that using these features does require the installation of the LogMeIn Resolve application on the target device. 

LogMeIn Resolve Features

Conversational Ticketing

As the name implies, conversational ticketing allows you to submit a support ticket over chat as if you were requesting help in a conversation. With support for business messaging platforms like Microsoft Teams, customer service and IT teams can easily convert chats into tickets for resolution. 

Creating a ticket is easy with the Helpdesk tool. Simply select the helpdesk service and user submitting the ticket (you can even add new users or manage users directly from the tool) and add a description of the problem. (Source: LogMeIn Resolve)

Users can create tickets in a number of ways: by directly engaging with the program, selecting an emoji, using an action button or invoking a slash command. You can easily check on the status of any ticket through the platform and add comments during the resolution process.

You can add notes at the end of every session for reporting and oversight and to resolve issues faster in the future. Source: LogMeIn Resolve

IT automation

LogMeIn Resolve has several time-saving automation tools. You can use remote execution to automate software installations, patches, updates, new employee provisioning, and routine tasks like file batch distribution and remote command execution. You can also implement any number of prewritten scripts using LogMeIn Resolve’s predeveloped steps for popular tasks like installing software, running a remote command, running a batch file and automating your registry setting updates. With zero-trust security protocols, you can ensure only authorized users are creating and running any minor or system-wide automated tasks.

Camera Share

Camera share is an add-on option for all four of LogMeIn Resolve’s subscription tiers. It allows you to turn an end user’s mobile device into a one-way livestream to remotely troubleshoot disconnected devices or other computer hardware — without downloading any additional software. Once the technician is connected via text, email or a direct link, they can take a good look at the problem or help guide the installation of a new piece of equipment. The technician can mute the end user’s mic, mute the volume and add annotations that can be seen by the individual holding the mobile device. Notably, competitor ConnectWise Control offers a similar feature.

Send a text invitation and connect to a mobile device’s camera in seconds to provide immediate support via livestream. Source: LogMeIn Resolve

Integrations

LogMeIn Resolve does not have the largest collection of native integrations, though the company claims that it is actively adding more integrations. Currently, LogMeIn Resolve integrates with only 11 third-party platforms. While it does support Microsoft Teams for conversational tracking, it does not currently provide integrations with Slack — something that GoTo Resolve did support. 

LogMeIn’s sister app, LogMeIn Rescue, does connect with some of the best CRM platforms like Salesforce, though, likely indicating that such integrations will soon be in the offering for LogMeIn Resolve as well. However, we do find the current integration offerings rather lackluster. 

Mobile Device Management

LogMeIn Resolve recently added a new mobile device management (MDM) add-on, with plans starting at $2.75 per device per month. This capability takes LogMeIn Resolve beyond being just an RMM tool into the territory of unified endpoint management. Resolve’s MDM tooling includes a broad-base of functionality, including managing and blocking apps, collecting data, enforcing encryption, remote locking and wiping, task automation, remote maintenance, and more. 

We were impressed by the wide functionality this add-on includes on top of all the other base functionality included within Resolve. Resolve also works across ecosystems, with full functionality for iOS, Android, and Windows devices. 

LogMeIn Resolve’s device management platform allows for configuration of individual profiles for each mobile device. You can also create groups to keep devices organized however you’d like. Adding new devices is as simple as sending a shareable link to the end user. (Source: LogMeIn Resolve.) 

Managed Antivirus

LogMeIn Resolve’s managed antivirus solution adds an additional layer of endpoint protection. This add-on, which is only available for Standard and Premium plans, is powered by Bitdefender. It allows for deployment of endpoint protection directly onto every managed device directly from LogMeIn Resolve’s console. This enables real-time monitoring and detection of potential threats, as well as managing scans, firewall rules, malware and virus definition updates, and a tailored security policy per device. 

AI Assistance and Automation

The AI assistance and automation is intended to give AI-powered insights directly to IT teams using LogMeIn Resolve. Still currently in beta testing, the AI tools are intended to function as an interactive assistant, helping to simplify routine tasks like performing device diagnostics. The tool also provides assisted scripting in PowerShell, Shell, JavaScript, or Python to simplify tasks, review code, and instantly deploy code. 

Lastly, the AI is meant to help optimize operations by creating intelligent dashboards and floating relevant observations. We are impressed by the range of uses of the AI tools here, as they seem focused on delivering actual operational help to IT teams. 

LogMeIn Resolve Cost

LogMeIn Resolve is available via four packages with monthly and annual payment structures. See how the plans compare below.

• Remote Access: With a cost of $20 per month when billed annually or $29 when billed monthly, this plan includes support for unlimited agents, 25 devices, unattended remote access, terminal access, background file manager, screen blanking, and keyboard and mouse lock.
• Remote Support Plus: With a cost of $38 per month when billed annually or $55 when billed monthly, Remote Support Plus starts with one agent, allowing one connection for one licensed user without purchasing additional agent licenses. You’ll get access to 100 machines, with more available for purchase. The package includes Remote access features, plus unlimited remote support sessions, incident management, AI-powered self-service, session collaboration and transfer, and multi-session handling.
• Standard Endpoint Management: Priced at $49 per month when billed annually or $70 when billed monthly, the Standard plan builds on the Remote Support Plus. It has extra functionalities, such as device monitoring and alerts, antivirus management, asset management, remote execution, and an AI assistant. However, this plan starts with only one agent and 25 devices, with more licenses available for purchase.
• Premium Endpoint Management: This tier includes all the Standard features, plus patch management, self-healing alerts, recurring remote execution, AI-powered knowledge base, and problem management. This tier also starts with licenses for one agent and 25 devices, with more available for purchase. Pricing for this plan varies based upon organizational needs. 

Every plan also features support for the camera-share feature for $31 per agent per month and mobile device support for $20 per agent per month (both when billed annually). The Standard and Premium tiers also include add-on support for the mobile device management add-on for an additional $2.75 per device per month, as well as the endpoint protection add-on for $21.60 per device per year. 

LogMeIn Resolve doesn’t have any unattended access-only plans for businesses that don’t need remote support. Companies interested in an access-only package should check out our review of Zoho Assist, which offers two such plans.

LogMeIn Resolve Setup

The setup process for LogMeIn Resolve is relatively easy and is one of the aspects we appreciate most about the system. As a new user, you’ll be greeted with notifications leading you to the resource center where you’ll find onboarding walkthroughs, announcements and on-demand training options. These helpful guides show you how to add devices, support customers, use ticketing and find additional resources to get you up to speed quickly.

Even during the remote session invitation process, the system walks you through a checklist to enter a remote view or remote control session with your end user. Installing the unattended computer software only takes a few minutes — all you do is download the client and change a few permissions when prompted. Once the software is installed, you can verify the machine with your personal security or signature key. From there, you can access it through remote control or explore its files in the background through the Manage view.

As previously noted, we love that no downloads are required to implement LogMeIn Resolve for the end user receiving assistance when solely doing clientless, attended service. Everything is browser-based. However, unlimited clientless support is only available for the Remote Support Plus tier and above.

Customer Service

All subscriber tiers within LogMeIn Resolve get access to 24/7 customer support through email, phone and chat. 

From within the program, you can access training options, including live and on-demand webinars. The training curriculum includes material like courses for administrators, and tutorials for simple tasks like creating a ticket or setting up integrations. The in-app resource center also features onboarding guides with pop-up windows to explain how to get started with the platform as well as links to detailed articles from LogMeIn Resolve’s online resource page.

Drawbacks

You may need to increase your budget significantly if you want to support mobile devices with LogMeIn Resolve or use features like camera share. These features are add-ons for LogMeIn Resolve’s plans, but some of them are included in the base price of competitors’ packages. Even with the vendor’s relatively cheaper Remote Support Plus plan, you’re limited to 100 unattended devices unless you want to pay for more, which is not something we’re used to seeing with such plans.

Additionally, many of the additional endpoint management functionalities, like device monitoring, AV management, and asset management are locked behind the Standard Endpoint Management plan which only starts with licenses for one agent and 25 devices. Again, we would expect for the cost a higher number of starting licenses and agents, making LogMeIn Resolve a high cost — but highly capable — remote access solution. 

Methodology

In searching for the best remote access software and support tools, we compared and contrasted numerous products on the basis of features, usability, setup, security, price and other factors. Our investigation included testing the different software on different devices and operating systems via free trials, participating in live demonstrations from vendors, and contacting customer service posing as customers.

LogMeIn Resolve set itself apart from the competition because it can feature clientless, browser-based support, which makes the platform simple to implement and use and means it saves companies and their clients time.

Overall Value

We recommend LogMeIn Resolve for …

• Businesses that want to offer technical support without asking customers to download anything.
• Companies that want to deliver the best offsite technical support for servers, computers and other machine hardware.
• Businesses looking for more than just a remote access tool that can also provide unified endpoint management. 

We don’t recommend LogMeIn Resolve for …

• Businesses with a limited budget that want to offer technical support to mobile customers.
• Companies that need unattended access without remote support.

Jeff Hale contributed to this article.