GoTo Resolve

Formerly GoToAssist

We use GoTo Resolve as part of our "Helpdesk Support Kit". We find the platform very user friendly and definitely an upgrade from the former GoTo Assist platform. If you are on the fence, I would highly recommend it. Supporting customers is a breeze now with GoTo Resolve. I was able to train our agents and team in a few sessions because of the amount of support and materials available from GoTo Resolves team. From the beginning, they were supportive and reached out to answer all my questions and doubts. One thing that I enjoy the most, is being able to have an agent installed on remote machines, that allow me to manage them and support them as needed. We currently are redeploying a new image on our hardware, so for us its convenient. I currently do not have the license to view a customers camera but I am strongly considering it because its useful in certain situations. We have customers with varying degrees of computer competencies, and having a software that gives us that leverage is very handy.

I have used other ticketing platforms in the past, and the one from GoTo Resolve seems a bit early in its stage. Its lacking a customer form or portal, so for that reason I cannot give it a full review. I am hoping they keep adding features to it, and make it a fully robust ticket system because I would love to migrate away from our current provider who just keeps raising the cost of its license per user.

I would certainly try one of the newer products out there to see if GoToResolve continues to be resourceful. Often times, other products claim certain features and then dont deliver. This has not been the case with GoToResolve. We have been using it for about 2 years now and will only evaluate other solutions when we near the end of our commitment.

We have not purchased premium support, because we have not had a case requiring it. In fact, I didn't even know that was an option.

When we first implemented the product, during the initial install, some of our techs got locked out because of the key signature feature. I called their tech support, and they quickly helped me roll out the fix and gave us some additional training on demand. This was not something they had to do, but I thought it was awesome of them for doing so.

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.

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.

No, I wouldn't change my assessment.

No We don't, but i can't tell you why we do that.

When creating an important request that we were able to process in a very short time.

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.

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.

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.

N/A

Extremely easy to learn.

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.

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.