LogMeIn Resolve

The ease with which we implemented this tool was great, nothing worse than struggling to deploy remote support tools due to needing admin privileges or confusion about how to properly deploy the way for best results. The ease of use and incorporation of a rather extensible Help desk, which we use rather deeply is of great help. Also with the ability to remotely execute updates and track software inventory it makes this a very useful platform.

The remote connection features are great!

It's ease of use and ability to add computers quickly via a link or a downloadable .exe. I also like that it gives a general view of the computer hardware stats, which user was last logged in, or if it's updated.

The platform is improving at a regular pace, but the remote execution tool does sometimes struggle with some tasks. It's more of a hiccup than a full issue. When using remote execution, at times the job will show that it is still running when it has completed, so functionally it is great but the reporting is wrong.

The helpdesk feels like it was designed by someone in UX who has read about helpdesks but never had to use one. There are options for customization in that you can add custom fields or lists, but you can't actually manage the order or implementation of them. Adding people from your org to access the helpdesk is a nightmare if you have a bulk amount to do. It ends up being faster to key them in manually. Also, the groups make no sense. You can add people to groups, but you can't add groups to functions. What's the point of the group? In the context of an IT environment, the implication of a group is that it will be akin to security groups, and these are NOT. The reports are hokey. It's better to export and build charts in another application. The search feature in the helpdesk makes no sense. If I search for the number of the ticket, how is that not the first hit? I can also search for the title of the ticket and get no results. Sometimes, the search results you get vary by the person doing the search, or the view (kanban vs grid) in which you are searching. I'm sure there's a technical explanation for why it's doing these things. However, I would suggest these interfaces should be logical and intuitive and not need a lengthy sermon about the limitations of the platform in which they were built and/or janky workarounds for the customer. There are other things I could expound upon, but you get the idea. The reason I score low on some of the categories above is because of the poor quality of the helpdesk at large. Otherwise, the other parts of Resolve are all 4 and 5 stars in my experience thus far.

The GUI feels a little klunky with the left side pane, if you're already on a device and you want to go back to devices you can't just click devices in the left panel you have to find the devices link in the center panel in order to go back. I don't like the way the remote session handles multiple monitors. There should be a way to hide or unpin the left panel while remoted into a computer it takes up too much space.