Item: GoTo Resolve
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

When trying to help end users I walk them through using GoTo Resolve so I can see what they are doing when they have their computer issue. I can take over the mouse and show them what they are doing wrong.

Pros and Cons

I can connect my laptop to a network router or switch and use GoTo Resolve to allow Engineers to make changes without divulging passwords for security reasons.
Help end users with new programs and show them how to use them remotely.
Fix
Trouble shoot computer problems remotely without needing to drive to the location of the computer.

It would be nice to have a one-click launch capability. There are times when walking through a user who isn't experienced that they have a hard time launching the program.
A batch file that launches a network connection and the program at the same time.

Return on Investment

Saves time and money by not traveling to remote sites.
Helps solve end user frustration by addressing their issues with a phone call instead of a visit.
Older clients that are not tech savvy have an easier time using this product.

Usability

Once you have the console up its easy to access. When working with more than one user at a time you can switch between users, so you don't waste time waiting for downloads and you can get multiple users going simultaneously. The interface is easy for both the client and the support tech.

All in One Platform

This tool comes in handy when helping clients when they are working remotely and traveling. In the past the users would need to come into an office that was close to where they were traveling to get support so now, they can get the support that they need from whatever location they are currently in.

Alternatives Considered

SolarWinds Dameware Remote Support (DRS)

I previously used Dameware but since they came out with the new version, I find it difficult to use. Many times, it takes a long time to connect using Dameware and the added time if it connects at all adds to the user's frustration as well as my own.

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?

Yes

Would you buy GoTo Resolve again?

Yes

Other Software Used

SolarWinds Network Configuration Manager (NCM)

Likelihood to Recommend

When using GoTo Resolve in a data closet there are times when the wireless signal gets weak and it drops its connection. If it could stay active longer until the signal comes back that would help.

Making remote tech support a breeze!

Overall Satisfaction with GoTo Resolve