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GoTo Resolve
What Is GoTo Resolve?
GoTo Resolve is an easy, all-in-one IT management and support solution helping IT teams do more with less. It empowers IT teams and MSPs to simplify and streamline their operations by bringing together remote support and access, remote monitoring and management (RMM), IT automation, helpdesk, asset management and mobile device management (MDM) wrapped in a zero trust security architecture.
Who Uses GoTo Resolve?
GoTo Resolve is the powerful, cloud-based IT support and management software built for SMBs.
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Reviews of GoTo Resolve
Premier Desktop Remote-in Application
Pros:
Quick and easy to learn with minimal to no learning curve for new users. Same goes for end-users when working with clients. Easy to navigate and open several sessions allowing a single user to simultaneously remote into multiple computers. This product has been integral in troubleshooting issues for clients, updating our software solutions remotely, looking at computers specs and watching client daily operations to allow for effective communication.
Cons:
No cons to report at this time. As I'm always looking to reduce costs, I regularly look at other vendors. I have not been able to find a comparable product at a lower price point. As such, we will be sticking with GoTo Assist for the foreseeable future.
Alternatives Considered:
Migration from GoToAssist
Pros:
The file transfer option is a bit more intuitive than GoToAssist (GTA), and the amount of information presented about the remote system is quite helpful. With the new Patch Management screen we can see what remote systems require updates easily (though we don't install them via GoToResolve).
Cons:
Certain areas of the system do not work consistently, such as Alt-TAB, when connected remotely. Several features which were in GTA are not present within the product, such as Group Name in reporting download, ability to install during an Attended Session, option to remotely power on a PC (though this was intermittent with GTA). We have also found that the product is not as stable as GTA and often times out a session or fails to connect, for no reason. The process for a user to download and install an Attended Session is not as intuitive and simple as GTA. The inability to allow multiple support staff to join the same Unattended Session.
Unsatisfied with the software performance
Comments: I would rate it an 8 out of 10. As someone familiar with IT services, I understand that no software is perfect and there may always be bugs that require fixing.
Pros:
After successfully saving our client's computer on GTR, we gained convenient remote access and deeper control. Now, we can use the command prompt without needing the client's cooperation.
Cons:
Saving and installing files on a client's computer can sometimes be challenging. Occasionally, the installation may not work, while other times it will function properly.
Best remote support app
Comments: We use this to remote in to users workstations in our remote locations to support them. It is easy to use, send them a text, email or Teams message and boom connected and issues solved.
Pros:
I love how easy it is to use. Simply send a link to your user in need and go. It is easy to elevate credentials and the unattended support is awesome
Cons:
The only downside I see is the limited phone support capabilities. That is more of an issue with apple being greedy then the software as android support is awesome
Alternatives Considered:
Would recommend for regular remote support
Pros:
Remote support works well, good tools for setting up support sessions, plenty of logging options.
Cons:
It's a bit more expensive than some other comparable solutions I've used but it's worth the money for longer term users.
Alternatives Considered:
Solid product heading in the right direction
Pros:
I like the ease of use of the product. It is easy to guide end users to get connected. The support tool works great and I like the mobile remote support tool as well.
Cons:
The pre installed version of GoTo Resolve does not always work and sometimes I have to start a manual session rather than just click and start a session to the PC I need to connect to.
Great Supporting tool via remote
Comments: Ability to transfers files, record sessions, connect more than one end-user, chat option to take notes for the issues and much more
Pros:
Go to Assist offers a wide variety of feature, First; with unlimited live end-user support- with one click i am able to convert a phone session with a customer into an online support session. Secondly, Session Reporting where i am able to jot down notes during the session, track my time spent, and more importantly record my session and download them for archiving and training purposes. Third, I am able to transfer files securely to my customer's pc and diagnose the issue. Fourth, GoToAssist has a dynamic remote support, where it enables multi-sessions for up to eight customers at a single time, transfer, files and reboot/reconnect if need be. Last but not Least, GoToAssist offers a trail version for users who want to test the software.
Cons:
The lack of support, There were times when i had questions about the new features or even basic support for GoToAssist but thier customer support isn't sufficient to respond back in time, or it takes time for them to return to my messages via email.
best of the best cloud based remote desktop Tool
Comments: I have been using GoToAssist to provide technical support to my clients mostly and it helps me a lot in resolving all the issues in real time as it's a cloud based remote desktop tool. I was using this tool since 2012 and as of now resolved nearly more than 5000 customer and clients technical issues without any delay. Thanks a lot to this tool as it's always helps me a lot in delivering customer's business on time :)
Pros:
The Most I like in GoToAssist is: 1. We can easily connect using remote desktop and secure 2. We can Access and Control unattended computers 3. Can Send files using this tool 4. Can Control PC and Apple MAC computers 5. Inbuilt Chat option 6. Real time customer Support
Cons:
If I can get it for free for a lifetime then there'll be no dislikes about this tool :D
Great, dependable remote software
Comments: No lag, no bugs, just a great piece of software that looks and feels just like a Windows RDP session. And the setup process is simple for the admin and the user.
Pros:
Of all of the remote software I've used, including Teamviewer, VNC, and Webbex support, this makes it easiest for the end user to join a session and has the nicest user interface for the supporter. You can either direct the user to a simple URl where they will be asked to enter the session code to join a session or, you can send them the direct Url to your session where they simply install the agent and relax. Nothing much to go wrong in the setup process. The sessions feel just like sitting at the computer and mimic the Windows RDP experience. No lag, no bugs, just a great piece of software.
Cons:
The price is a bit higher than other solutions and you don't need this if you have a windows environment that is all on the same network or routable via VPN.
LogMeIn
Comments: I have a good experience with LogMeIn. I think it is one of the best softwares for remote connection
Pros:
Its capability to seemlessly connect after rebooting the end machine. Also it can collect a lot of info from the console regarding the end machine
Cons:
It should have a feature to connect to a machine whenever we want. Like a utility that can be installed on a machine then we can connect to the end machine without need of a user to run anything there.
Remote Assistance Tool with the most features
Comments: Remote sessions have been crucial for us as an IT team. I typically like to use GoToAssist over other options I have available because most of the time it just works great. On the times that I try to use another product, as often as not, I end up telling the user to hold on while I switch the session over to GoToAssist. It's been extremely valuable during the pandemic when all of the end-user help I do is remote.
Pros:
Whether during normal times or pandemic times, our IT department has to do a lot of remote sessions to help our end users. I've used a number of other products for this but GoToAssist has the most features and consistently works the best. The fact that you can easily hop on with someone that has the agent installed or direct them to a site to download it if they don't is great. The fact that you can work with a user and the session will almost always stay connected, even if the machine is rebooted, is crucial when you're working in an IT capacity. There are very few limitations when it comes to being able to control everything whereas many other products won't let you control many of the system components of Windows. I also love features like changing between multiple screens the user may have and file transferring.
Cons:
The agent doesn't always install properly and it can be a little difficult to push out to many users sometimes. Recently there have been some issues with devices duplicating in the console for seemingly no reason.
Alternatives Considered:
Great product
Pros:
Dependable and has good security and quick connection
Cons:
Some of our customers were unable to use on their side.
Faster and Safer
Comments: Overall, GoTo Resolve is a powerful software solution that can help organizations improve their customer service and IT support capabilities. Its ease of use, reliability, and advanced features make it a popular choice for companies of all sizes.
Pros:
The software is built on Citrix's secure, high-performance infrastructure, ensuring that support sessions are fast, stable, and secure. It also offers 24/7 support, so users can get help whenever they need it.
Cons:
software's user interface is too simplistic and lacking in advanced features.
This software is the best
Comments:
Best software in the IT world and there is no day I don't used this software to connect with a client
one of the best tools any tech can have in the IT support arsenal ..
Pros:
really easy to used you just login and you are ready to used it and its so easy that you have way to connect with clients if you work with IT like I do you can email links for clients to connect or you simply provide them the website and the code for clients to connect with you... I cannot live without this software on the IT world.
Cons:
No cons at all the software is self explanatory and they have well documented steps on the software on how to used it really really easy to used and no tech should live with out it.
One of the Best helpdesk solution
Comments: It provides quick resolution to respective ticket by number of features like remote acccess, screen sharing, chatting etc. Which improves productivity and reduces workload.
Pros:
It provides ticketing system along with remote support features which helps to resolve tickets quickly.Admin can chat, take remote access of any system to resolve issue for respective ticket efficiently.
Cons:
I think it is one of the best solution to raise and resolve ticket by taking remote access of system which helps to track tickets more efficiently. So nothing to dislike from my side.
Learning Curve but Stable Product
Pros:
We heavily use this product on a day to day basis, and I have to say, it's very stable. I can count on it to work every time, which is very important when we are trying to get on an angry client's screen. The unattended access feature is easy to set up and easy to access.
Cons:
It's weird but there is no clear way to log on and off the desktop application. When setting up a new user and testing their account I had to cancel the tool multiple times from the task manager to get a login screen. The learning curve is a little high, takes a little bit of time to get use to the features and how to use them. I also wish more than one person can enter an unattended session from the unattended access point.
Was easy to use when first starting to support customer through a screen sharing software.
Pros:
My first tech company job was in an education software company that used gta as their support software to their clients. It was an easy software to learn and use during my time with that company. I liked the personal queues and interaction that it gave you with your customer at said time. I even liked the multiple calls you could be on at one time.
Cons:
The software crashed a lot when we had it. We eventually had higher ups in gta make an appearance and they saw first hand what the software was doing and said straight up that they had no way to fix it. Hopefully that has changed and I would definitely recommend this software to a starter company for it price and package.
Overpriced, Mostly Reliable
Comments: I have had this software for quite a few years now. Super easy to deploy, generally user friendly, and at times useful. But, compared to almost every other solution, it is way over priced and way over commoditized. You can tell that you are just another number to them, to extract as much money as possible from. Each year, i get less features, but pay the same amount and then they try to sell me back the feature at a higher price.
Pros:
Ease of deployment to end user PCs via an EXE or MSI.
Cons:
It's lack of stability, lack of value, and that they just don't care about you.
A great product
Comments: I have really enjoyed using GoToAssist and prefer it over other screen-sharing programs. It is critical for me to use this program when I need to confer with coworkers on an issue and also when I need to file transfer during new builds.
Pros:
I like that this software does everything I need it to and it isn't hard to find the tools I need.
Cons:
The only thing I don't like is that if I switch users on the computer I am connected to sometimes I have to disconnect and reconnect to the customer because for some reason logging back into the admin profile goes to a reconnecting screen that never connects. This only happens when switching between profiles.
Our experience with GoTo Resolve
Comments: Overall very happy with GoTo Resolve and will continue using it in the near future. Pricing and features included could be communicated out more clearly.
Pros:
GoTo Resolve is quickly adding features and expanding it's product offering, remote support and remote PowerShell tools work very well.
Cons:
As an early adopter we have experienced a few bugs which resulted in temporarily dipping back to a previous GoTo product for remote support. Layout changes are also happening very frequently which may become a nuisance.
GoToResolve, MY REVIEW! from NYRR
Comments: Overall I enjoy it very much. Easy interface, organized and easy to use.
Pros:
I like the ability to pull up the dashboard and jump right into what I need.
Cons:
Mac connectivity is choppy at times, the reverse caps lock issue is a headache when you're attempting to make changes remotely with a complex Admin password.
The Perfect Software for the IT Person
Comments: I have had a great experience with RescueAssist and I would recommend it to any IT professional.
Pros:
RescueAssist has been some of the most helpful software in my career. The ease of use as well as the options available for the price are unbelievable. I can manage 40 people's computers without leaving my home. The ability to control employee's' computers from my home is an absolute time saver.
Cons:
Sometimes the software doesn't work correctly and won't pull up a support session, but usually exiting out and logging back in will fix this.
Lifesaver when you are out of the office
Pros:
I am the only IT guy in a company of about 50 users and this is a lifesaver when I am out of the office or across the campus. Setup the unattended and you can also do updates on single machines remotely.
Cons:
Sometimes the unattended function shows offline and you have to try for a while to get it on. Most of the time it comes on, but sometimes it will not.
100% the best remote software out there
Comments: I am able to help my customer remotely to fix issues rather than them bring the computer to me
Pros:
I have been using this for over 15 years. I use this daily and am able to help all my customers remotely to fix issues
Cons:
There is no issue with this software, been using it for years and years, and plan on using it for more years.
lots of bells and whistles, but core functionality isn't polished.
Comments: Unpolished. Core remote support functionality needs work.
Pros:
The web interface is better than previous goto assist product, and the user-side prompting is better than before. Remote command line access is very nice. The core loop of "IT sends link, user clicks link, IT has remote access" is very nice.
Cons:
The remote support feature is slower and laggier than GoToAssist, sometimes to the point where I switch back to the GoToAssist to finish a session. Getting local admin allowed on a remote machine is rough, sometimes it just doesn't work and you've wasted everyone's time. Deployment is rough. No way to automatically place machines in groups with an install flag. AI is not needed, please spend time fixing other issues first.