Item: GoTo Resolve
Rating: 2
Author: Verified User

Use Cases and Deployment Scope

We use GTR to connect to customer servers and assist our customers with software and data issues. We only have one customer at this time that utilitizes GTR. Our customers want us to have secure, unattended access when necessary. This is a solution that one of our clients use to allow us access to 3 different servers.

Pros and Cons

Allows connection without much issue
Screen clarity is good
We can utilize it for unattended sessions
Unattended sessions are saved on our dashboard for easy access

In my opinion, it is hard/cumbersome/ confusing to switch to full screen
We have to click in again to the GTR screen if we click in another screen, which is frequently required of us
The dashboard does not show enough of the connection info. We have to click in or mouse over to make sure that we are in the right connection.

Return on Investment

I think this has a negative impact on employee productivity as we lose connection if we click on a secondary screen.
This has a negative impact as it is not easy to move to full screen to see all the data we need to see.
It has a positive impact as the customer does not have to be present.
It has a positive impact as the customer can track who accessed and when

Usability

We try not to use this software. It is cumbersome and inefficient when it comes to working on an unattended session. I don't like that I lose my connection when I click on a screen in a secondary monitor, which is frequently necessary. And to have to hit CTRL-ALT-DELETE to get in not efficient.

All in One Platform

In my opinion, GTR has had very little impact as only one of our clients uses this, as they feel it is the most secure for us to have unattended remote access.

Alternatives Considered

Microsoft Teams

We did not select GTR. This selection was our customer's choice. We prefer Teams or gotomeeting over GTR every day of the week for virtual meetings. and given a choice, we would use our own RDP for remote access to a customer's server. The RDP is much more efficient.

Key Insights

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

Are you happy with GoTo Resolve's feature set?

Did GoTo Resolve live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of GoTo Resolve go as expected?

I wasn't involved with the implementation phase

Would you buy GoTo Resolve again?

Other Software Used

Microsoft Teams, GoTo Meeting

Likelihood to Recommend

GTR is well suited for unattended, on demand sessions, but is not a good use for attended sessions. It is good to access and fix data for a customer when the customer is not required to be in attendance. In my opinion, GTR is not good for sessions that we need to record for later review.

GoToResolve - Our Experiences

Overall Satisfaction with GoTo Resolve