Overall Satisfaction with GoTo Resolve
At my organization the IT team uses GoTo Resolve to remote into staffs computer systems to help explore, troubleshoot and resolve technical issues. Our IT department is outsourced from multiple areas of the United States. This software allows easy access for the IT staff to review issues and find a solution all while being outsourced from outside of the country. This ranges from software issues to hardware issues as well.
- Detailed system diagnostics.
- Easy and convenient user interface.
- Triage tickets.
- Limited customer support.
- Needs more integration capabilities.
- Can be difficult to use if you are not technologically savvy.
- We are able to solve 99% of technical issues remotely.
- Our productivity rate has increased because we are able to conveniently seek out assistance in the matter of a few minutes.
- As this is compatible with Microsoft products like teams, this has allowed us to collaborate and save time and money by using existing software to submit tickets for assistance.
The conversational ticketing feature has proven to be very useful at the early stages of troubleshooting with the end user. Often, there are some minor questions that can be asked to the end user before a phone call or remote session is required. This feature also allows us to resolve a small but relevant number of tickets that are submitted with a simple solution.
GoTo Resolve is not necessarily an app that I personally chose to use in my organization; this is just one of many that I have interacted with and experienced through the different organizations that I have worked at over the years. However, I will say that I enjoy the engaging colors of GoTo Resolve in comparison to the other competitiors.
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?
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?
Yes