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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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use GoTo Resolve to centralize all internal IT requests, so we can manage them smarter. So requests oriented towards the IT service are handled by the right people, the whole team has access to the tickets in progress and therefore we all have a global view of what is happening at the moment. The tool also allows us to have several statistics at our disposal in order to improve our quality of service.
  • Centralization of requests
  • Taking Remote Control
  • mass software deployment
  • An intuitive interface
  • I would like to be able to create a ticket and assign a user as creator without this user being registered in the GoTo Resolve application
GoTo Resolve is a superb tool that responds to a very specific and current problem. It centralizes all requests often made by email in an easy-to-use tool accessible by the entire IT team. It allows you to manage the allocation of a ticket, its category and to be able to obtain precise statistics.
  • GoTo Resolve allows us to save a lot of time on a daily basis
  • It also allows us to gain in reactivity
  • It allows us to archive requests and therefore to be able to keep track of a solution
From my point of view GoTo Resolve is very intuitive, you can navigate the application without too much problem. I think the application also has a good design and has been thought out accordingly. Seeing tickets by column depending on whether they are open in progress or closed is a very good feature.
The GoTo application, as I have already said, brings us a lot on a daily basis, it allows us to process requests much faster, to keep track of these requests, but also to produce statistics on the number of tickets in progress, etc. ... The remote control of the tool is very well integrated and easy to use.
We chose GoTo for its ease of use compared to GLPI. Thanks to GoTo Resolve we can fulfill our needs in much simpler ways.
3
They are all computer scientists at different scales
2
2 of us support GoTo Resolve
  • Centralization of requests
  • Ticket management
  • Category management
  • Remote access
  • IT asset management
GoTo Resolve is a very good application.
Yes
GoTo Resolve came to replace GLPI, because the tool was too complex and far from easy to use.
  • Price
  • Product Features
  • Product Reputation
The price was great for the quality of service from GoTo Resolve.
No, I wouldn't change my assessment.
  • Don't know
Change management was a minor issue with the implementation
  • No one
The implementation was very easy to do.
GoTo support responded to your request on time.
No We don't, but i can't tell you why we do that.
No
When creating an important request that we were able to process in a very short time.
  • Create a ticket
  • No One
Yes, but I don't use it
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
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.
  • 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.
  • 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.
VNC Connect, BeyondTrust Remote Support (formerly Bomgar), LogMeIn Rescue
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.
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.
  • 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
  • None. The product works as advertised
  • This depends on the direction of the product.
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.
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.
  • 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.
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.
  • Implemented in-house
No
Change management was minimal
N/A
  • None - Training Techs was minimal
  • None - Training End users was minimal
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.
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.
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.
No
N/A
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.
  • Remote connections to PC & Mac systems.
  • Finding systems to connect to.
  • Connecting from Offsite to Onsite.
  • Unattended connections don't always work
Yes, but I don't use it
Score 10 out of 10
Vetted Review
Verified User
  • Multiple monitor view - sees all monitors, where WebEx Support Center limits you to three.
  • Ability to stretch screen to view all monitors at once - instead of switching between screens, you can view all of the monitors at the same time, avoiding time spent looking for a pop up window.
  • The interface is less "modern" looking than other solutions.
  • With quick connectivity to customers, this actually saves our support agents time, allowing them to help other customers quicker.
There is no other product on the market that gives you this much functionality. The closest is WebEx Support Center, but it lacks in some of the "bells and whistles".
15
Support personnel.
1
Me.
  • We use this in our support call center and it allows our employees to connect to all of our customers, no matter what monitor configuration they are using.
WebEx Support Center.
WebEx Support Center and meet.me were tested as alternatives, but GoToAssist had the best "perks".
  • Implemented in-house
Make sure your team plays with the tool before going live with it. Connecting to each other teaches you everything you need to know.
  • Self-taught
Extremely easy to learn.
Yes
I've never had to contact them.
The program is very easy to figure out, as far as usage. There is plenty of documentation available as well, if you aren't the "play with it first" type.
In the past four years, GoToAssist has gone down about three times. That isn't bad, but when you need it, you need it.
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.
Very. Post sales there were a few communication issues, but that was more catching them while vacations were happening.
Pricing is based on license count. The more licenses, the better the pricing. Pricing is a yearly renewal for GoToAssist Pro, which is billed monthly.
November 29, 2012

Not really intuitive.

Score 6 out of 10
Vetted Review
Verified User
  • It allows quick connection and great meeting management.
  • Presenter controls and screen sharing is always positive.
  • Video quality is usually outstanding, and much better than other video call systems.
  • Connection issues seem to plague the novice users.
  • Bringing in clients to join calls usually confuses them, and we resort to having 10 minutes of instructions assigned to them.
  • Immediate coordination with teams scattered over the globe (Latin America, Africa, North America). Reduces travel to only essential need.
If a similar organization offered easier to use systems along with simpler user experience, we could switch.
15
Sales, technology, client service, creative, administrative
0
  • The system allows us to collaborate quickly, do software demos with clients, and encourage team dynamics.
I have utilized various screen sharing and meeting support systems in the past. Skype screen sharing, WebEx, Join, me. GoToMeeting's system had the most brand recognition in our space, and works well with international callers.
  • Implemented in-house
  • Self-taught
With any type of software use it is pretty easy, however, newer users who are put on the spot don't usually know how to operate it the first time.
No
Their interface can be confusing and not pleasant. Instructions and link information is quite lengthy.
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.
Can be buggy, and video quality degrades audio quite drastically after long calls.
  • No, this is an existing SaaS tool that doesn't integrate with additional services.
Usually have had no issue working through their customer support team.
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