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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 76)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is easy to use and easy to get my end users connected. Even the non technical users can get connected. GoTo Resolve has kept things simple enough the keep it uncomplicated. Once they work out the unattended issue, which is not that often, this will be a 10.
Zaina Kroschinski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
From a receiving perspective, this software has been really easy to use. There is also the capability to have mobile device management so this is applicable to a variety of platforms and devices that may need troubleshooting. The reason I am not rating it a full 10 points is because I notice the lag time for the mouse is a little delayed on a consistent basis.
Score 10 out of 10
Vetted Review
Verified User
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.
Rohan Kumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In order to handle tickets, troubleshoot issues remotely, provide excellent customer service, and provide high-quality service in a seamless, user-friendly environment, we needed support software. We save time, and since time is money, I suppose we also save money.
December 29, 2023

A great support tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Is an easy tool to use, and it can help a lot in the tech support area, most helpful when it is for confirm the performance, also have a good remote connectivity with another computer, works fast, get even smooth on remote management on another computer, there are others point to get it better but for the overall this is an excellent option.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The user interface is well-designed with a clean and intuitive layout. Navigating through the system is straightforward, and the interface is visually appealing. The use of clear icons, color-coded elements, and an organized menu structure contributes to a positive user experience. The system excels in terms of ease of use. Submitting a ticket, tracking its progress, and accessing relevant information are all intuitive processes. The straightforward design minimizes the learning curve for new users, allowing them to quickly adapt and efficiently use the system
Score 7 out of 10
Vetted Review
Verified User
Incentivized
As i said before the platform offers robust functionalities for ticket management, knowledge base integration, and automation, but there could be room for improvement in terms of user interface intuitiveness. Some users might find the navigation slightly complex, especially when trying to access advanced features or customizing workflows.
Improvements in simplifying the user interface, enhancing navigation, and providing more intuitive guidance for users could potentially elevate usability score.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Overall, the navigation is very easy throughout the platform, we can easily access multiple sessions at a single time in LogMeIn and hence the time consumption is reduced. Console and available features are easily understandable and much easier to use. Security wise only admin can give permissions for access which is good. The sessions doesn't get closed automatically
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Again, the console itself is not bad at all, and we absolutely love the details play by play presented of the end user's progress throughout the connection process. It's once we're connected and utilize the file browsing sidebar that we find there could be some room for improvements. As well as with transferring files - would be much better to allow drag and drop like other GoTo products have in the past.
Dr. ROOPESH RAO | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It allows users to independently log issues, track the status of their requests, and access resources without direct IT intervention, enhancing user satisfaction. It also helps in Integration with other IT management tools and systems to create a seamless workflow. This may include integration with monitoring tools, customer relationship management (CRM) systems, or collaboration platforms
December 14, 2023

Highly Recommended

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Very easy and friendly to use, the average user using this tool reads request from start to finish (even the really long ones!). Our management is very interested in the details of our customer experience level, this tool helps to have metric for customer satisfaction, is really helpful to quantify this goal in order to improve or avoid issues in future.
December 13, 2023

A Go-to Software!!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve UI portal is simple to use and could be managed by IT teams without prior knowledge.
GoTo Resolve lags when internet connectivity takes a hit.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I gave it this rating as this software is easy to navigate and use. Multiple people can use it, there's also the help desk who are very supportive and it's easy to look for instructions when using anything on this software.
Ricardo G Lopes | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Technical Consistency throughout the product is an issue, and they could not fix it in more than one year.
But, again, the business functionality is excellent, making the trainer forget about the technical issues.
Overall, I believe the company has a winner, but they need to put more resources into testing and hear more of the Voice Of the Customer.
Tushar Misal | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
This rating has been given based on needs which GoTo Resolve tried to cover. Apart from that its usability and continuous improvement will always be helpful in case we want be up to date with the market. User friendliness is another reason.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
As I mentioned before the problem is that I found issues that don't give you a smooth feeling while you use the program but the program covers different day-to-day tasks that also help remotely a team located in different places to do their job.
The program is improving and I believe soon will be much more easy to use.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
GoTo Resolve is good once you have a connection established, and it's very nice to be able to establish an unattended session when the end user is not present. However, they need to put some work into the sorting and grouping of devices. Coming from GoTo Assist, it feels like a complete afterthought in GoTo Resolve. Additionally, there is no way to search globally across all groups. You have to search within each group separately.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I have little oversight of the agent usability, but from what I have seen it seemed very intuitive, not overcrowded and well laid out. I have experience some less user friendly platforms and they can create more headaches than the actual tickets, I have not seen this with GoTo resolve.
Score 2 out of 10
Vetted Review
Verified User
Incentivized
We try not to use this software. It is cumbersome and inefficient when it comes to working on an unattended session. I don't like that I lose my connection when I click on a screen in a secondary monitor, which is frequently necessary. And to have to hit CTRL-ALT-DELETE to get in not efficient.
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