GoTo Resolve is a great remote support tool
September 09, 2024

GoTo Resolve is a great remote support tool

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Resolve

We utilize GoTo Resolve, in addition to a couple of other remote access tools such as GoTo Connect and Microsoft Teams, to help support our clients. We mainly use GoTo Resolve in situations where a file sharing capability is required. Transferring installers, configuration files, backups and things of that nature are essential to what we do in our organization.

Pros

  • Allows end users to easily share their screens for aiding in installations and troubleshooting needs.
  • Allows for support technicians to easily collaborate on shared support sessions together.
  • Works both as a desktop application, as well as a web based solution.

Cons

  • The file sharing functionality isn't nearly as seamless as it was in the GoTo Assist Product. Several hoops and issues whereas it used to be as simple as drag and drop.
  • Offers many features that aren't really a selling point, at least for our organization. We went with this particular product for a very explicit need.
  • GoTo Connect has allowed us to consolidate our overall GoTo product line from 5 down to 2 total. (We were able to lose GoTo Meeting, GoTo Webinar, and GoTo Assist - we still use GoTo Resolve and GoTo Connect.)
  • The consolidation of products has saved our company thousands year over year.
  • There was a slight impact on our team's ability to quickly transfer files as the process in this product is not as fluid as it was with their Assist product, but that was only a learning curve that was quickly handled.
GoTo Resolve has a good user console, and presents it's product in a very friendly way to the end users. However, there is functionality that could be a lot cleaner and easier to use. The features we don't actively use may be major selling points for other organizations, but for what we use the product for, we're very satisfied.
No fault of their own, but we didn't adopt many of the features outside of remote access and file sharing capabilities. We use Microsoft Azure and Intune for our device management needs, and our organization doesn't have the support need for a conversational ticketing system. So for what we use the GoTo Resolve platform for, we feel it's made a positive impact on our organization.
We traditionally utilize all related products to support our end users in a remote environment. This requires that we have access to their systems, typically monitored, via a screen share session where we can use built in functionality such as file sharing. This allows us to easily transfer over any needed files or installers to quickly get our clients implemented and on their way.

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

Yes

Are you happy with LogMeIn Resolve's feature set?

Yes

Did LogMeIn Resolve live up to sales and marketing promises?

Yes

Did implementation of LogMeIn Resolve go as expected?

Yes

Would you buy LogMeIn Resolve again?

Yes

This is a very good tool for supporting end users in a remote environment. Screen sharing is easy and the process on the end user's end is explained clearly to help with those less technical. While the file sharing capability is a little difficult and not as seamless as with some of the other GoTo legacy products, the functionality is there and does work, allowing us to support our clients that much more.

LogMeIn Resolve Feature Ratings

Using GoTo Resolve

ProsCons
Like to use
Well integrated
Unnecessarily complex
Difficult to use
Feel nervous using
  • Scree sharing
  • Reporting
  • Administration
  • File sharing
  • Updating the application
Yes, but I don't use it

Comments

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