ENow Software vs. GoTo Resolve

Go To Resolve is an ideal solution for larger organizations that span multiple offices/locations. In our case, we work for an international corporation that spans across the nation. Our IT department is typically outsourced from the United States, and we have one in-house IT staff member who looks after the hardware concerns more commonly. With the large number of staff working for our organization, we can be demanding in terms of needing technical support. GoTo Resolve has made this much more practical and convenient for our organization.

• I can connect my laptop to a network router or switch and use GoTo Resolve to allow Engineers to make changes without divulging passwords for security reasons.
• Help end users with new programs and show them how to use them remotely.
• Fix
• Trouble shoot computer problems remotely without needing to drive to the location of the computer.

Incentivized

• The file transfer functionality could definitely use some work. Missing the simplicity that other solutions such as GoTo Assist offered where transferring a file was as simply as dragging and dropping.
• The file browsing system when connected to a remote workstation could be more intuitive and easier to use.
• Sometimes the boxes that have to be acknowledged by the end user pop up behind other windows and can be difficult for them to locate in a timely manner.

Incentivized

I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.

Incentivized

User interface is extremely intuitive. It is very easy to use. No training needed for my technicians. GoTo Resolve has made it easy for me to provide remote assistance to users from anywhere. I was very easily able to get it to run on my smart phone allowing me to quickly solve a IT issue at work while in the middle of a road trip.

Incentivized

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.

Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security

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

In NinjaOne, The ticketing system may benefit from additional features like the option to use a custom domain for the support email address, as it is currently rather basic. Additionally, it has issues with correctly displaying photos, either not showing up at all or removing them from emails that are received. Similarly, attachments have the ability to filter what passes through; some attachment objects, like eml files, are dropped. On the other hand, GoTo Resolve offers seamless Ticketing System.

Incentivized

• We managed to work in a way that was impossible before these kinds of tools were offered in the market
• The program is constantly evolving to try to fix bugs and that can affect the day-to-day use.
• If We find a way to use fewer programs for different tasks would be great and this tool may have the solution in the future

Incentivized