Item: GoTo Resolve
Rating: 9
Author: Marshal Pilgreen

Use Cases and Deployment Scope

We mainly use it for remote access to view an end user's screen to offer support to identify, troubleshoot, and resolve issues.

Pros and Cons

Remote access is fast to connect.
Remote terminal access is a game changer and has come in handy for us!
Deployment is easy.

Shift key does not always work when accessing a remote system.

Return on Investment

Definitely has improved user experience with the reduction in connection time.
IT staff likes the ability to use the remote terminal to run commands without having to disturb the user.

It is easy to use, deploy, and manage. We had a few issues with multiple accounts showing up after migration from GoTo Assist to GoTo Resolve, and GoTo Resolve phone support was able to quickly correct the issue. The additional option of entering a secure key in addition to the password when logging in to GoTo Resolve is a huge plus for security.

All in One Platform

We do not use the ticketing system at this time, so I cannot comment on that. The remote access tool is great for fast connections to remote systems and help us more quickly assist our customer...the end user. This has increased satifaction of the IT staff and end users we support. They often made comments "Wow you are already in!?"

Key Insights

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?

Yes

Would you buy GoTo Resolve again?

Yes

Likelihood to Recommend

GoTo Resolve is great for remote access to assist users with their issues. We currently do not use the Helpdesk feature, so I cannot comment on how well that portion works. If you already have a ticketing system in place like we did, you may find GoTo resolve a perfect compliment for remote access capabilities.

Quickly access remote computers to resolve issues!

Overall Satisfaction with GoTo Resolve