Item: GoTo Resolve
Rating: 9
Author: Zaina Kroschinski

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Usability

From a receiving perspective, this software has been really easy to use. There is also the capability to have mobile device management so this is applicable to a variety of platforms and devices that may need troubleshooting. The reason I am not rating it a full 10 points is because I notice the lag time for the mouse is a little delayed on a consistent basis.

All in One Platform

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.

Alternatives Considered

Click4Assistance, TeamViewer, Microsoft Intune and Zendesk Suite

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.

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?

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

Other Software Used

Microsoft Intune, Zendesk Suite, Microsoft Teams, TeamViewer

Likelihood to Recommend

Go To Resolve is an ideal solution for larger organizations that span multiple offices/locations. In our case, we work for an international corporation that spans across the nation. Our IT department is typically outsourced from the United States, and we have one in-house IT staff member who looks after the hardware concerns more commonly. With the large number of staff working for our organization, we can be demanding in terms of needing technical support. GoTo Resolve has made this much more practical and convenient for our organization.

Your all in one support maverick.

Overall Satisfaction with GoTo Resolve