GoTo Resolve

Formerly GoToAssist

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.

The impact for us is minimal we already use another remote assistance product and have an asset list for our inventory. The main feature other than those two that are used is the Patch Management which is alright.

We are a school district, and our technology department covers 31 schools, three district office locations, a transportation hub, and a maintenance shop. This product allows us to toughen devices as necessary. In addition to devices in the remote access groups, the ability to easily invite other devices to allow for access also helps to streamline efforts when a physical visit is not warranted.

GoTo Resolve has saved us time with issues on remote PC. With the ability to stay connected to PC and login to different account without loosing connection has allowed us to work on PC without having the end user send us the PC back to the office.

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.

I like that it has always been around for me, and that it has such an easy way of connecting with my users to assist them with their needs on their machines from anywhere. Now in the post pandemic workplace work from anywhere is extremely important and this enables you to manage that much better.

GoTo Resolve's dependable and efficient solutions are helping me. I can share my project with several individuals at once using its screen-sharing tool, which helps me save a ton of time and make sure everyone is on the same page.

This is a good impact, this gives the option to optimize the remote support and avoid attention delays, also any unnecessary onsite attention, this is an important improvement solved by this tool, also provides excellent information on the computer that are going to be check, display the details on the user computer.

With the implementation of GoTo Resolve, a transformation occurred. The once-chaotic customer service landscape evolved into a well-organized and efficient system. The impact was profound so customers experienced smoother and quicker resolutions, leading to heightened satisfaction.Beyond the customer-facing improvements, the platform empowered support agents. It streamlined their workflows, providing them with a unified system for remote access, device management, and conversational ticketing. This amalgamation of functionalities not only saved time but also elevated the quality of support delivered.Moreover, the data insights gleaned from GoTo Resolve became invaluable. They served as a compass for the company's growth strategy, guiding decisions, and future actions.

for IT support and management, the tool is good for organizations due to its better security as admin access is required to add users and endpoint agents for remote access. This tool is good to handle the support and live production and to monitor the machines present on another locations. We can manage multiple machines at multiple locations at a single time

The remote access aspect of GoTo Resolve has allowed seamless continued support for our clients. The interface for the team and the end users, along with the reporting and ability to add detailed session notes is something my team really likes. There are other features of GoTo Resolve that we don't currently utilize being a smaller organization - such as the ticketing system and device management.

It has a very positive impact on the overall organisation performance in IT systems. The process have become more smoother. Less intervention on human part is required. Device are properly maintained and secured. We are able to use these features to optimise the available resources and close the loopholes or lacunae in timely manner.

Remote access has been a great opportunity to have customer service 24/7, also customer satisfaction improved over 30% this year compared with last year results, this puts us in better situation and help to save time in processes and specially to invest time from our resources in other activities.

Helped the team a lot during pandemic. IT support used GoTo Resolve fairly well for fixing issues with remote connectivity and software malfunctions.

It's easy to navigate with the ticket system as then we can allocate tickets to the relevant people, making it easier to resolve the tickets

Based on my point of view and others in the company, the product has a positive impact. New releases are not well documented, the manuals are confusing, and the format is outdated. Again, I think that the company has a winning product; they just need to put more focus on details.

We're just starting out but look forward to exploring more of the options

When it comes to communication, it really helped our team, no, not just our team but the whole organization. when it comes to IT and support management, contacting or having a conversation through GoTo Resolve really helped us a lot.

It reduced our effort to look forward for another software for different purpose.
Seamless remote access and ticket management always helpful for the end users to get some support from IT team in less amount of time.

We will not be able to operate as we do today without a tool as goto Resolve this. Our day-to-day is based on working remotely so we need a solution as Got Resolve to be able to offer our services to our clients. We manage to create a solution for our clients thanks to work like we do using tools like Goto resolve

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.

Certainly an impact on time required to resolve a problem which GoTo helps resolve. Besides, it has the primary features required for basic IT management and hence it can be considered an all in one tool for now.

This has allowed us to set up an internal IT team. It created jobs and whole new department within a sub section of the company. It reduced IT downtime thusly improving productivity. Logging a ticket and subsequent management of it is made easy, removing the need to stay on the phone for prolong periods of times with an external IT support team.

Helped us a lot, especially during Covid when all of us had to work from home. It was fairly easy to connect with IT, and give them remote to troubleshoot. Infact, after such a great output and productivity of using this tool, our company went permanent remote.

The enterprise-class remote access (versus an open-source alternative) with MFA and recorded sessions gives me a piece of mind when I'm supporting my clients.