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GoTo Resolve

GoTo Resolve
Formerly GoToAssist

Overview

What is GoTo Resolve?

GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one…

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Recent Reviews

A great support tool

9 out of 10
December 29, 2023
Incentivized
Good tool for us in tech support, this provides accurate data from the computer to scan remotely, also helps a lot to confirm issues on …
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Highly Recommended

9 out of 10
December 14, 2023
Incentivized
It is used for customer solutions and better control of requirements fulfilled by each Team. This tool helps to makes user experience …
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A Go-to Software!!

9 out of 10
December 13, 2023
Incentivized
GoTo Resolve provides Remote access support to users, for off site devices. GoTo Resolve helps to securely transfer files from devices. It …
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How GoTo Resolve Differs From Its Competitors

All in One Platform

GoTo Resolve has saved us time with issues on remote PC. With the ability to stay connected to PC and login to different account without loosing connection has allowed us to work on PC without having the end user send us the PC back to the office.
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All in One Platform

The conversational ticketing feature has proven to be very useful at the early stages of troubleshooting with the end user. Often, there are some minor questions that can be asked to the end user before a phone call or remote session is required. This feature also allows us to resolve a small but …
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All in One Platform

I like that it has always been around for me, and that it has such an easy way of connecting with my users to assist them with their needs on their machines from anywhere. Now in the post pandemic workplace work from anywhere is extremely important and this enables you to manage that much better.
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All in One Platform

GoTo Resolve's dependable and efficient solutions are helping me. I can share my project with several individuals at once using its screen-sharing tool, which helps me save a ton of time and make sure everyone is on the same page.
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All in One Platform

This is a good impact, this gives the option to optimize the remote support and avoid attention delays, also any unnecessary onsite attention, this is an important improvement solved by this tool, also provides excellent information on the computer that are going to be check, display the details …
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All in One Platform

With the implementation of GoTo Resolve, a transformation occurred. The once-chaotic customer service landscape evolved into a well-organized and efficient system. The impact was profound so customers experienced smoother and quicker resolutions, leading to heightened satisfaction.Beyond the …
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All in One Platform

for IT support and management, the tool is good for organizations due to its better security as admin access is required to add users and endpoint agents for remote access. This tool is good to handle the support and live production and to monitor the machines present on another locations. We can …
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All in One Platform

The remote access aspect of GoTo Resolve has allowed seamless continued support for our clients. The interface for the team and the end users, along with the reporting and ability to add detailed session notes is something my team really likes. There are other features of GoTo Resolve that we …
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All in One Platform

It has a very positive impact on the overall organisation performance in IT systems. The process have become more smoother. Less intervention on human part is required. Device are properly maintained and secured. We are able to use these features to optimise the available resources and close the …
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All in One Platform

Remote access has been a great opportunity to have customer service 24/7, also customer satisfaction improved over 30% this year compared with last year results, this puts us in better situation and help to save time in processes and specially to invest time from our resources in other activities.
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All in One Platform

Based on my point of view and others in the company, the product has a positive impact. New releases are not well documented, the manuals are confusing, and the format is outdated. Again, I think that the company has a winning product; they just need to put more focus on details.
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All in One Platform

When it comes to communication, it really helped our team, no, not just our team but the whole organization. when it comes to IT and support management, contacting or having a conversation through GoTo Resolve really helped us a lot.
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All in One Platform

It reduced our effort to look forward for another software for different purpose.
Seamless remote access and ticket management always helpful for the end users to get some support from IT team in less amount of time.
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All in One Platform

We will not be able to operate as we do today without a tool as goto Resolve this. Our day-to-day is based on working remotely so we need a solution as Got Resolve to be able to offer our services to our clients. We manage to create a solution for our clients thanks to work like we do using tools …
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All in One Platform

GoTo Resolve has had very little impact on our organization beyond remote desktop support. We have used a different RMMS for several years and found the additional features of GoTo Resolve are not as polished in comparison. I am not sure if we will renew our GoTo Resolve subscription when the time …
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All in One Platform

Certainly an impact on time required to resolve a problem which GoTo helps resolve. Besides, it has the primary features required for basic IT management and hence it can be considered an all in one tool for now.
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All in One Platform

This has allowed us to set up an internal IT team. It created jobs and whole new department within a sub section of the company. It reduced IT downtime thusly improving productivity. Logging a ticket and subsequent management of it is made easy, removing the need to stay on the phone for prolong …
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All in One Platform

Helped us a lot, especially during Covid when all of us had to work from home. It was fairly easy to connect with IT, and give them remote to troubleshoot. Infact, after such a great output and productivity of using this tool, our company went permanent remote.
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All in One Platform

The enterprise-class remote access (versus an open-source alternative) with MFA and recorded sessions gives me a piece of mind when I'm supporting my clients.
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All in One Platform

In my opinion, GTR has had very little impact as only one of our clients uses this, as they feel it is the most secure for us to have unattended remote access.
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 7 features
  • Multiple concurrent sessions (30)
    9.6
    96%
  • Attended device access (36)
    9.5
    95%
  • Multiple-display support (31)
    9.3
    93%
  • Unattended device access (31)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons
RM
Ryan Mouser
System Administrator
Cape Electrical Supply (Electrical & Electronic Manufacturing, 201-500 employees)
Zaina Kroschinski | TrustRadius Reviewer
Zaina Kroschinski
Brokerage operations specialist
Colliers International (Real Estate, 1001-5000 employees)
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Pricing

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GoTo Resolve Free

$0

Cloud
for 3 agents and unlimited endpoints

GoTo Resolve MDM

$2.75

Cloud
per month per endpoint

GoTo Resolve Remote Support

$40

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.goto.com/it…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Management Tasks

Various tasks required to keep systems running smoothly

7.5
Avg 7.2

Remote Access

Remote access products allow users to operate devices through an internet connection.

9
Avg 8.4
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Product Details

What is GoTo Resolve?

GoTo Resolve provides IT management and support software built for small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote monitoring and management capabilities with remote access and support, conversational ticketing, and zero trust architecture into a single consolidated platform. It is presented by the vendor as simple, secure, and flexible, and is available with a free to use plan.

Replacing the former GoToAssist, GoTo Resolve includes the same remote support functionality plus additional features.

LinkedIn: https://www.linkedin.com/company/goto/mycompany/

GoTo Values & Ethics Statement
Since day one, we’ve helped people and businesses do their best work – simply and securely – from anywhere. Today, work and life are intertwined. At GoTo, we like to think of ourselves as your go-to. We help you focus on the things that matter most throughout the day: your projects, your professions, and even your personal passions.

We are committed to implementing and maintaining a global data privacy program designed to protect the personal and confidential information entrusted to us by our customers, users, and end-users. With 24/7 support, and products and services designed to continually enhance the customer experience, we aim to delight our customers across their journey, while helping them achieve their desired goals.


GoTo Resolve Features

Management Tasks Features

  • Supported: Patch Management

Remote Access Features

  • Supported: Attended device access
  • Supported: Unattended device access
  • Supported: Mobile device access
  • Supported: Virtual device access
  • Supported: Multiple-display support
  • Supported: Multiple concurrent sessions

Additional Features

  • Supported: Tickets can be created from within Microsoft Teams
  • Supported: A remote session can be started over messaging
  • Supported: Web-based ticketing, conversational ticketing, or a combination can be used
  • Supported: Sessions can be joined directly via SMS, PIN, link, or email
  • Supported: End users can chat via web browser or app
  • Supported: Hand off or record mobile support sessions
  • Supported: Banking-grade encryption and zero trust architecture
  • Supported: Streamlined access management and provisioning
  • Supported: Multi-factor authentication and SSO access
  • Supported: Unattended access and multi-session handling

GoTo Resolve Screenshots

Screenshot of GoTo Resolve Device QuickviewScreenshot of GoTo Resolve - DevicesScreenshot of GoTo Resolve - Guided Agent FlowScreenshot of GoTo Resolve MS Teams TicketingScreenshot of GoTo Resolve Support SessionScreenshot of GoTo Resolve Tickets BoardScreenshot of GoTo Resolve Slack TicketingScreenshot of Alerting – Manage PoliciesScreenshot of Antivirus – Lead Scan ReportScreenshot of File Manager – Drag and Drop

GoTo Resolve Videos

GoTo Resolve - A New Approach for a New IT World
Remote Support Agent Experience

GoTo Resolve Integrations

GoTo Resolve Competitors

GoTo Resolve Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, French, German, Dutch, Spanish, Italian, Portuguese

GoTo Resolve Downloadables

Frequently Asked Questions

GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote monitoring and management capabilities with remote access and support, conversational ticketing, and zero trust architecture into a single consolidated platform. It is presented by the vendor as simple, secure, and flexible, and is available with a free to use plan. Replacing the former GoToAssist, GoTo Resolve includes the same remote support functionality plus additional features.

TeamViewer and BeyondTrust Remote Support are common alternatives for GoTo Resolve.

Reviewers rate Multiple concurrent sessions highest, with a score of 9.6.

The most common users of GoTo Resolve are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(215)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
December 07, 2019

My take on GoToAssist SeeIt

JP
Jerome Pierce
Helpdesk Manager
TGen (Health, Wellness and Fitness, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
GoToAssist is used by our Helpdesk Team. We use it to remotely connect to end-user systems locally and remotely. We also use it during Board room meetings where we have to assist presenters with their presentations. It allows us to stay out of sight, which is important in these types of meetings. It also allows us to connect and troubleshoot remotely, allowing the end-users to multi-task while we work. This is an excellent benefit as our end-users are often working on multiple research projects at one time.
Pros and Cons
  • GoToAssist connects to PC & Mac systems well -- cross-platform products are crucial in our environment.
  • GoToAssist is reliable when connecting to unattended systems -- this enables us to troubleshoot without the end user present.
  • GoToAssist allows us to connect to servers without issues. Many of our servers are in Virtual environments so this helps us manage our connections.
  • We would like to see more "Wow" factors other than the standard remote tool options.
  • We would like to hear from the Vendor more with regard to future direction and changes.
  • Would like to see artificial intelligence integrated into this product.
Likelihood to Recommend
GoToAssist works particularly well when we have to remote control/use screen sharing in our Major Events. It allows us to stay out of the end-users' way by remote controlling from the back of the room. This works very well when we support major events with hundreds of people in a major venue.
Return on Investment
  • It allows our technicians to be more effective and efficient when troubleshooting.
  • It reduces the amount of time our tech's spend on finding people and scheduling desk-side visits.
  • Allows the customer to multi-task while we work remotely on their system.
Alternatives Considered
  • VNC Connect and BeyondTrust Remote Support (formerly Bomgar)
All these products are very similar. Bomgar required an appliance at the time we purchased it. VNC is a solid product. At the time of purchase, GoToAssist had more recent technology and the price was good. Their company is currently working with Artificial Intelligence -- bots and hopefully we will see this integrated into the product in the near future.
Other Software Used
VNC Connect, BeyondTrust Remote Support (formerly Bomgar), LogMeIn Rescue
Users and Roles
7
We have multiple departments that utilize GoToAssistSeeIt. Our Helpdesk team utilizes it to remotely troubleshoot customer issues. We also utilize it to remote control/screen share during Major Audio Visual Events.
Support Headcount Required
4
The skillsets required of our technicians are a good understanding of how most remote support tools work. They also require a basic understanding of Network Protocol and Internet connectivity issues which can arise during a connection. They also require a good understanding of how Mac's and PC's work in case issues arise while connected or attempting to connect.
Business Processes Supported
  • In-house remote support for end user issues
  • In-house and off-site connectivity to Servers
  • Remote support & screen-sharing when running Audio Visual Events
Innovative Uses
  • None. The product works as advertised
Future Planned Uses
  • This depends on the direction of the product.
Likelihood to Renew
8
GoToAssist SeeIt is a dependable and reliable product. Since we are a small department it is imperative that our toolsets work consistently. This product delivers as advertised. It also works well cross-platform, PC & Mac primarily in our environment.
Products Replaced
Yes
We Replaced VNC Connect. As technology advanced we found that GoToAssist SeeIt had more efficient features for today's demands. We also like the direction the company is headed.
Key Differentiators
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
Prior Experience with the product's previous versions was a key factor in our decision-making. The feature-set stayed consistent and new ones were added. The key components from previous versions remain in the current builds which makes it easier for our techs to utilize. It also minimizes the amount of training we need to give to our customers in order to provide successful connections.
Evaluation Lessons Learned
If I had to do it again I would definitely pose the question "Where do you see your company and product heading". Often times companies are on the verge of performing a major overhaul of a product or they may be discontinuing a product or they may be going out of business. These are all essential concerns when purchasing any product that you want to stick with for a long period of time.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was minimal
N/A
Implementation Issues
  • None - Training Techs was minimal
  • None - Training End users was minimal
Implementation Rating
8
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.
Support Rating
8
GoToAssist is a reliable product and I don't have any complaints at this time. I am interested in the future direction of this product as they are exploring Artificial Intelligence/bots to make the process of support more automated.
Premium Support
No
The product is easy enough for our techs to figure out and train end-users on so we didn't have the need for premium support.
Bug Resolution
No
Exceptional Examples of GoTo Resolve Support
N/A
Usability
8
GoToAssist SeeIt works reliably and enables our techs to be confident that they won't have major issues when trying to remotely troubleshoot customer issues. Our Network team also utilizes GoToAssist SeetIt when connecting to customers or servers.
Easy Tasks
  • Remote connections to PC & Mac systems.
  • Finding systems to connect to.
  • Connecting from Offsite to Onsite.
Difficult Tasks
  • Unattended connections don't always work
Mobile Interface Availability and Impressions
Yes, but I don't use it
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