Item: GoTo Resolve
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Our IT department currently uses GoTo Resolve to assist with remote desktop support. We are a relatively small IT group that supports a large user base across the state. The ability to offer remote desktop support and assistance is essential in lessening travel time between offices. We previously used GoTo Assist for several years before switching to GoTo Resolve.

Pros and Cons

Remote Desktop Support
Unattended Desktop support
Mobile Device support
Screen sharing

Organization of endpoints is tedious
Needs the ability to search globally instead of only withing individual groups
The number of clicks needed to disconnect from a session needs to be reduced

Return on Investment

Reduced travel
Saves Time
Endpoint sometimes show offline when they aren't

Usability

GoTo Resolve is good once you have a connection established, and it's very nice to be able to establish an unattended session when the end user is not present. However, they need to put some work into the sorting and grouping of devices. Coming from GoTo Assist, it feels like a complete afterthought in GoTo Resolve. Additionally, there is no way to search globally across all groups. You have to search within each group separately.

All in One Platform

GoTo Resolve has had very little impact on our organization beyond remote desktop support. We have used a different RMMS for several years and found the additional features of GoTo Resolve are not as polished in comparison. I am not sure if we will renew our GoTo Resolve subscription when the time comes.

Alternatives Considered

LogMeIn Rescue by GoTo and N-able N-central

We chose GoTo Resolve because we had been long-time GoTo Assist users and they offered a promo at the time of our service renewal. In the end, I don't feel the portions of the software we use most are as polished as what we had become used to in GoTo Assist. Additionally, our separate RMM also offers remote desktop support which we have found ourselves using more than GoTo Resolve.

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?

Did implementation of GoTo Resolve go as expected?

Yes

Would you buy GoTo Resolve again?

Other Software Used

N-able N-central, Wasp Inventory, KnowBe4 PhishER

Likelihood to Recommend

GoTo Resolve does a very good job at remote desktop sharing, allowing you to establish unattended connections and transfer files. While GoTo Resolve offers more features than remote desktop support, that is the only feature we use since we have another full-fledged RMMS that we have been using for several years, and GoTo Resolve's additional features are not as mature yet. Additionally, the ability to connect to and support mobile devices does not work well and is not worth the extra cost.

GoTo Resolve misses the mark

Overall Satisfaction with GoTo Resolve