GoTo Resolve - User Friendly, Cost Efficient and Easy to Use!
July 28, 2022

GoTo Resolve - User Friendly, Cost Efficient and Easy to Use!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoToAssist

Being a business that pre-pandemic was only situated in the office, the migration to operating the business remotely was a large change. Some challenges with supporting users were remote assistance, ease of access for completing required operational tasks, and request organization. These are all addressed in the GoTo Resolve product.

Pros

  • I find working with non technical users and getting them to a point of allowing access to their PC's is done in a way that is straight forward.
  • The aforementioned process has a step-by-step guild that shows the GoTo Resolve team member on your team where the user is in the process so you can move them along instead of just providing guesstimates to where they might be in the process.

Cons

  • I would like to see the ability to escalate privilege's in some way once connected to the machine. This has been a real snag point for us with the users not being admins locally to accomplish much on remote sessions without either granting admin privileges or providing elevated rotating accounts credentials, both of which are security concerns. (Note this can be done with a particular installer but has to be precise)
  • Aided in adding a ticket system at no cost for the business as part of the product suite.
  • Cost savings versus the more robust tools that LogMeIn also offers since those were duplicated in other services we have.
  • More user-friendly on-demand support - very helpful with fully remote staff.
I think it is straightforward, so that is why the rating was chosen. The one thing to note is the need to elevate the machines you are working to control to preferred devices so that they are accessible more efficiently going forward. This is required for unattended access, with is most frequent, I find.
This gives the support a good central location to view tickets that are pending, schedule, and then work to remediate issues in real-time. The device management is fairly light, having used other tools, but provides the key critical information required to execute regular support tasks. Reporting is also more lightweight and structured on the use of GoTo Resolve and is not expected to cover the details of the workstations themselves.
I have always preferred the LogMeIn/GoTo products better than the other offerings I have worked with. That is saying something as I have worked in both the MSP and in-house spaces for the past two decades and keep returning to the GoTo suite of products over any of the others I have listed and the many I have tried. The ease of use and great customer care put GoTo ahead of the competition, and I will continue to recommend and put into place these products wherever I am with a say in these decisions.

Do you think GoTo Resolve delivers good value for the price?

Yes

Are you happy with GoTo Resolve's feature set?

Yes

Did GoTo Resolve live up to sales and marketing promises?

Yes

Did implementation of GoTo Resolve go as expected?

No

Would you buy GoTo Resolve again?

Yes

I think the best-suited option for GoTo Resolve is for a company with an in-place Endpoint Management solution that needs to implement a remote assistance system with a ticketing system as well. Certainly useful for small businesses that may not have any of these tools but I can easily see use cases for larger businesses that have endpoint management in place and are just looking for better or most cost-efficient computer controls to work through issues that users may be experiencing.

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