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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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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 (31)
    9.6
    96%
  • Attended device access (37)
    9.4
    94%
  • Multiple-display support (32)
    9.3
    93%
  • Unattended device access (31)
    8.4
    84%

Reviewer Pros & Cons

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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

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

(217)

Attribute Ratings

Reviews

(1-25 of 94)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve is great for IT staffs to use as a remote support tool to get connected to a variety of systems. GoTo Resolve is great for smaller businesses to don't require enterprise features and are looking for a more budget friendly option with more features than the free remote support tools.
Zaina Kroschinski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Product is very easy to use. Price is very affordable. Loved it did what I needed it to do. I managed 500 laptops with it all the patch and versioning was automatically taken care of by the product. No need for a VPN client in order to remotely assist the users. It is a great product and I highly recommend it.
Rohan Kumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
With GoTo Resolve, connecting to a remote client is incredibly simple—there's no need to constantly enter credentials or log in and out of the device. In addition, it helps because the user can see what the support agent is doing, which prevents them from squabbling over control as they would with some other remote assistance platforms I've seen.
December 29, 2023

A great support tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
This mostly can be used to confirm the performance on a computer remotely, also on confirm if there is a problem between any hardware component and the driver. This can not be used on an offline network because is mostly a cloud tool environment, this can cause some difficulties if the other computer user is not connected to a proper network and if it is behind a firewall with the permissions, it can be hard to get the communication with the end customer.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our main scenario was for tracking Software (electronic health records (EHR), laboratory information, pharmacy management systems) and Hardware Issues, allowing us to communicate easily with end users and provide them the best solution for the problem reported. I can say that it is less appropriate in small companies where there are not a lot of IT problems
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It's a robust platform with excellent ticket management, knowledge base integration, and automation capabilities. However, its initial setup complexity and the learning curve for advanced features could be potential barriers for new users. With improvements in usability, onboarding, and enhanced integration options, it could easily climb up the recommendation scale.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Based on my experience the Go To Resolve is well suited for taking remote session to handle live production as the screen resolution is not affected, while taking the remote of dual monitor at the same time the delay increases and quality decreases. Cursor response is a bit slow, otherwise the product is highly suitable for providing support and handle the live production.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve is a perfect tool for remotely supporting an end user in a variety of scenarios. We typically connect to clients for the purpose of implementing our product, which requires software and configuration files to run. While the file transfer functionality could be more user friendly, especially if you're coming from another solution where that process was rather simple... the overall experience and quality of the web sessions are excellent.
Dr. ROOPESH RAO | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Goto resolve helps inService Level Agreement (SLA) Management. It Helps define, monitor, and meet SLAs by setting expectations for issue resolution times and response times.it also helps in User Self-Service. It Allows users to independently log issues, track the status of their requests, and access resources without direct IT intervention, enhancing user satisfaction. It is less appropriate in Enhancing collaboration features, such as real-time chat or collaboration spaces, which can facilitate quicker communication between IT teams and with end-users.
December 14, 2023

Highly Recommended

Score 9 out of 10
Vetted Review
Verified User
Incentivized
This tool is better if it's used in a daily basis for monitoring and solutions will be more effective. Not recommended to use this tool when we have exception to the process, might not be helpful. In just the past month, over 100 different reviews have been used to help make key business decisions.
December 13, 2023

A Go-to Software!!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve helps in reducing the support time for IT staff to resolve issues, since it can be done virtually via a simple session.
GoTo Resolve is easy to use and offers a central dashboard for monitoring the remote session from a single portal.
GoTo Resolve helps in task management processes and also automate workflows.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
There's only good scenarios, so when we're away from our working Laptop, we can remote access the software and help. Or when we need remote support, we can use this to help others. When struggling there is the help desk which is very supportive and we always get our problems resolved rapidly in which we can carry on supporting others.
Ricardo G Lopes | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is very appropriate for training (former GoTo Training) and for presentations to a team (GoTo Meeting). I am aware that the company is trying hard to have the same look and feel of the several products into a consolidated one, but it is not there yet. The application manuals should have more YouTube / Rumbler tutorials. This would improve the Help, which is a bit confusing.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We've used it to onboard new computers with appropriate admin level access to give permissions for application downloads and installs

Also great for troubleshooting something where we need to take control and show someone how to do something.

We weren't able to access without the user's permission - or access the admin side since it would sign out.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
- whenever we encounter an issue, we can easily contact support and have our issue/concern resolved immediately.
- Users who are members of multiple organizations can switch between those companies in the Console without quitting the application and signing back again.
- Start a support session when the end user is not present at the remote device. This requires deploying a host app first.
Tushar Misal | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Its helpful in case of inventory management , Remote support , Perform routing IT tasks on devices in background without disturbing the user.
Helpful to get proper alerts of the devices in case of software or hardware update.
Helps to monitor device endpoint using the dashboard. Also it has easy deployment of updates across the devices.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The program is a good solution for companies that need a solution to work remotely is helping us to do that. The program is improving but maybe not at the speed the user needs as a example the process for a user to download and install an Attended Session is not as intuitive and simple as we used to with our previous program.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve does a very good job at remote desktop sharing, allowing you to establish unattended connections and transfer files. While GoTo Resolve offers more features than remote desktop support, that is the only feature we use since we have another full-fledged RMMS that we have been using for several years, and GoTo Resolve's additional features are not as mature yet. Additionally, the ability to connect to and support mobile devices does not work well and is not worth the extra cost.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I was on the receiving end of a session with GoTo, filled out a ticket and received support really quickly. The helpdesk is easy to use and intuitive. I was able to prioritise my ticket as it was an urgent matter. It's less suited when there are hardware related issues, it does not have an internal PC/Computer diagnostics tools.
Neha Pant | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I work in sales and this is definitely an indispensable tool for web conferencing and webinars, with unmatched quality of audio and video. Since we work at a remote setup, it really helps us when we face technical issues. Really easy to get hold of IT, and get the issue resolved by giving remote.
One thing I especially like about this is that you don't need to have an app to join the meeting, you can do it directly by clicking on the link.
Score 2 out of 10
Vetted Review
Verified User
Incentivized
GTR is well suited for unattended, on demand sessions, but is not a good use for attended sessions. It is good to access and fix data for a customer when the customer is not required to be in attendance. In my opinion, GTR is not good for sessions that we need to record for later review.
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