Headed in the right direction
We use GoTo Resolve for remote support for our end users. We use both the Desktop Client and the Mobile addon. We have the client …
Starting at $0 for 3 agents and unlimited endpoints
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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…
Recent Reviews
How GoTo Resolve Differs From Its Competitors
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
- Multiple concurrent sessions (30)9.696%
- Attended device access (36)9.494%
- Multiple-display support (31)9.393%
- Unattended device access (31)8.484%
Reviewer Pros & Cons
Brokerage operations specialist
Colliers International (Real Estate, 1001-5000 employees)
Pricing
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
GoTo Resolve Videos
GoTo Resolve - A New Approach for a New IT World
Remote Support Agent Experience
GoTo Resolve Integrations
GoTo Resolve Competitors
- TeamViewer
- BeyondTrust Remote Support
- Ninja One
GoTo Resolve Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
| Supported Countries | Global |
| Supported Languages | English, 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).
Comparisons
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Reviews and Ratings
(215)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
April 26, 2023
Just what a growing company needs
I use it mainly for our Executive Team; They all work remotely and after a year of trying to walk them through over the phone this product is a God-Send. It is so much easier to remote in and handle whatever needs arise. I can also, view everyone and run updates without interfering with their work. It integrates with Teams, so it is easy for someone to put in a ticket which then makes it easier to prioritize my work
- Remote Support
- Ticketing system
- Unassisted support
- As of Right now I don't know of anything
- N/A
- N/A
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100%
10.0
- It has saved time by not having to be on the phone for hours trying help
- The Windows update that I can run for those user that like to wait to run it then complain because it takes too long, even though they have run updates in 2 months
- It scans to make sure each end user has AV protection
It has streamlined our process, We are even adding our maintenance dept to the ticketing system
Rescue is owned by the same company GoTo resolve is much like that but better, with more ways I can help the end user
3
IT Manager, primary user, uses it daily
IT backup (also HR) HR uses it only when IT isn't in the office
CEO just likes to see what his team is doing
IT backup (also HR) HR uses it only when IT isn't in the office
CEO just likes to see what his team is doing
2
Basic IT skills
- Helps to keep Remote workers working
- Allows It to see all users and devices in place
- Streamlines ticketing so jobs can be prioritzed
- Helps keep Devices updated
- The device alerts can be customized
- Using the upcoming AV
- expand the ticketing system to include other departments
- Remote support
- Endpoint protection Scan
- Windows Updates for devices
- NA
- NA
Yes, but I don't use it
January 12, 2023
We choose GoTo Resolve. And we don't regret it
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 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
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.
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
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
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
December 07, 2019
My take on GoToAssist SeeIt
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.
- 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.
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.
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
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
- 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
August 02, 2015
GoToAssist - remote access - customer service
Score 10 out of 10
Vetted Review
Verified User
GoToAssist allows me to access my customers computers securely to support them. They may need to know how to set up or use a Sage 50 software feature which I can show them remotely and they can get the job done immediately. They may also need me to troubleshoot for problems they may be experiencing with their Sage 50 or other software.
- Quick access to customer computers via email links or giving them the access code over the phone.
- Notes area where I can record the details of the remote session.
- Reporting - I can retrieve a monthly report of all my remote sessions (including notes) which helps me monitor usage, provides billing information and allows me to save a copy of the report locally.
- Perhaps some pop up notices on screen when waiting for a reboot to finish and reconnect.
- I would like to know how to handle screen sharing when I want to share my screen, I haven't taken the time to explore for instructions.
- I would like to know how to use the drawing tools, I haven't taken the time to explore for instructions.
N/A
N/A
N/A
N/A
N/A
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N/A
- Positive impact - I am able to help customers without leaving my office, so no lost time for travel and can get back to other jobs - a huge boost in productivity and customer service.
- Less disruption in customer's office as well.
- LogMeIn Pro,GoToMy PC,TeamViewer
I use only paid subscriptions.
I like GoToAssist for customer support/training/troubleshooting - it is quick to connect / disconnect. It is easy for customers and they appreciate the security of knowing that there is no outside access after we disconnect - win/win.
I also use LogMeIn Pro for customers where I need direct access anytime and need the ability to print because GTA does not have any print functionality.
I like GoToAssist for customer support/training/troubleshooting - it is quick to connect / disconnect. It is easy for customers and they appreciate the security of knowing that there is no outside access after we disconnect - win/win.
I also use LogMeIn Pro for customers where I need direct access anytime and need the ability to print because GTA does not have any print functionality.
- It is mostly very easy.
- There are a lot of updates - they can be difficult for the customer to navigate to get them installed and I cannot see their screen to help them. In some cases the customer cannot get it working at all after an update - most frustrating on both sides.
Yes, but I don't use it