Useful Product Suite, but new and GoTo is still working out the kinks
August 16, 2022

Useful Product Suite, but new and GoTo is still working out the kinks

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoToAssist

I was looking for a fast and dead-simple ticket system, and when I spoke to GoTo, their price was lower, AND included a full remote access suite. When compared to others I was looking at, it was an excellent deal.

Pros

  • Simple silent remote access installer.
  • Prompt response from support.
  • Pricing is competitive, and features included are full products with separate invoices at other companies.

Cons

  • When I reach out for support, I occasionally get 2 techs responding who do not communicate with each other.
  • It took almost 3 weeks to get a license issue fixed, despite me telling (both) support people who called what was wrong and how to fix it. I was forced to go through basic level 1 support. I am the company's IT admin, I give a list of what we tiered before I called, and they insisted I go through all of it again.
  • To repeat, I was down for almost 3 weeks.
  • Saved money combining tools into one service.
  • Users are able to quickly submit issues with no logins or other friction.
  • Users do not need to VPN for me to remote access.
The admin side is very friendly. Everything is broken into sub tabs, lists are clear, options are where you wnat them to be. There is some issue moving tickets from In Progress to Done, and you cannot slave a ticket to another if they're related, but its a pretty simple system.
My team was not familiar at all with remote access solutions. Some of them had seen RDP in the past, but it was the kind that was set up for them for WFH during Covid lockdown. Seeing that I can remote in and support them blew everyone's minds. Some were hesitant about letting me install the applet, but when I showed then how fast it would make things, they all agreed it was cool and useful.
I've used GoTo Meeting, but it was always invites from others. Resolve is the first product I've purchased from GoTo.

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

Super simple and very fast setup for ticketing, friendly user interface, fast remote connections that bypass some annoying checks on our system.

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