LogMeIn Resolve Reviews

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.

Easy to use

Comments: I have been using this app for 2 months and it has been easy to use with my cell and the computer app

Pros:

The ability to contact customers with my cell and not let them get my personal number and be able to turn it on and off

Cons:

Forgetting to turn it off and get calls when off work

GoTo is helpful for remote work

Pros:

GoTo Resolve gives us the solution we need for remote employees to connect to PCs in office

Cons:

GoTo Resolve experiences some latency issues every now and then

Easy to use!

Pros:

The interface is very user friendly. Great customer service and prompt replies.

Cons:

I don't have any cons to say with my experience so far!

GoTo Resolve Review

Comments: The software offered a comprehensive ticketing and incident management solution that streamlined support processes. The customizable ticket fields and workflows allowed for adapting the system to specific business requirements, improving efficiency and productivity. The integration with knowledge base articles facilitated quick access to relevant information, enabling efficient issue resolution. While the reporting and analytics options were somewhat limited, the software provided a solid foundation for tracking and managing support tickets.

Pros:

One of the things I liked most about GoTo Resolve was its robust ticketing system and incident management capabilities. The software provided a centralized platform to track and prioritize support tickets efficiently. The ability to customize ticket fields and workflows allowed for tailoring the system to specific business needs. Additionally, the integration with knowledge base articles and documentation made it easy to access relevant information and provide quick resolutions to customer issues. The collaboration features, such as internal notes and assignment tracking, further enhanced team productivity and communication.

Cons:

One aspect I liked least was the limited reporting and analytics options. Although the software provided basic reporting functionalities, there were certain instances where more advanced analytics and visualizations would have been beneficial. Having more flexibility in generating custom reports and gaining deeper insights into ticket trends, agent performance, and customer satisfaction metrics would have added value to the overall experience. More robust reporting capabilities would have enabled better decision-making and continuous improvement of support operations.

GoTo Resolve is my go-to for managing customer support tickets and streamlining communication with clients.

Pros:

The software is user-friendly and has helped improve our response time to customer inquiries.

Cons:

There is room for improvement in the reporting and analytics features, which would be beneficial for tracking performance and identifying areas for improvement.

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.

Paul's Review

Comments: Go To Resolve is a good remote control tool, simple, easy and does the task. However, trying to manage the licenses in what is a fluid environment is a challenge, we have scenarios such as on going hardware refresh, devices breaking, new devices being rolled out to replace another, making this license process easier would be a huge plus.

Pros:

The ease of use to be able to remote devices, with or without users at the device, as long as their is internet available on the target device. Also, seeing device resources in the Go To Resolve admin portal is useful.

Cons:

Reporting is limited and a feature which auto cleans up devices, freeing up licenses if they have not been seen for "x" amount of days(to be dictated by the customer).

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.

Perfect for our remote assistance!

Comments: Very comfortable application

Pros:

Intuitive, easy too use, easy to change to admin mode

Cons:

Explain user on how to use it. The need to download and than start the program manually which is sometimes not obvious for the users

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.

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

Highly Secure

Comments: it is highly secure and others cannot take control because of support KeyIn poor network the site is not connecting and to download it takes timeOver all its good to use but cut, copy, pasting the file is difficult compared to other remote software

Pros:

it is highly secure and others cannot take control because of support Key

Cons:

In poor network the site is not connecting and to download it takes time

GotoResolve excellent

Comments: I able to help student to download or explain the how our program word

Pros:

easy to for the client and I can review the recording for the ticket system.

Cons:

Can not transfer the session to someone else or can view with you

GoTo is a great product for admins to control and manage remote computers

Pros:

Very easy to use. Able to setup groups to better define areas of physical locations of PCs.

Cons:

A tad difficult to setup. Billing was off too, as GoTo merged with another company when we purchased.

GoTo Resolve Gets The Job Done

Pros:

We previously used GoTo Assist before moving to Resolve. They are essentially the same product, but Resolve has more features like the help desk, file manager, and remote execution. Resolve is easy to work with and connect to an end user's PC to provide remote support assistance.

Cons:

I don't have any "cons" with Resolve, but I think it would be nice if it remembered your settings such as sorting the devices in alphabetical order. Another feature that would be useful is for devices that have been offline for determined amount of time that they get automatically removed.

Quickly access remote computers to resolve issues!

Pros:

It was easy to deploy and use. Remote connection happens much more quickly than GoTo Assist.

Cons:

Shift key does not always register when entering passwords on the remote system.

I Miss GoTo Assist

Pros:

I like that I can watch the steps Users are taking to connect with the program so I can help them along.

Cons:

I dislike how much more cumbersome Resolve is than Assist. Why is a feature like Copy not already enabled when I remote in? It also disconnects from the users constantly.

If your customers can handle it, an effective Customer Support tool

Comments: Overall I find that GoToResolve can be great for filling in gaps where other screensharing apps are lacking, such as transferring files.

Pros:

I like how we can transfer files, so a customer can send me files, or I can send to them.

Cons:

Compared to other screensharing apps, more technically complicated to use than Zoom or Teams

Remote Control

Pros:

The remote control feature allows us to connect and help end-users.

Cons:

We had some issues getting it to work consistently where as Go To Assist just always worked perfectly.

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.

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

Rescue Assist is the perfect support platform for our business

Comments: With this program, I can help install and repair, plus train associates remotely from any desktop. This includes my laptop when I am away from the office, or even my android phone.

Pros:

Full control over a PC/Thin Client/Server I use this software daily for support on any level where seeing what the associate is describing is important to find a quick resolution. Unattended support setup, allows a computer to be left on at work, where updates or repairs are necessary after hours. I have Unattended support set up on all of our servers, and I do updates and adjustments remotely with ease. Any computer that needs help that is not set up for unattended support may be assisted with the user allowing the browser to install the assist program quickly and easily. I am able to assist associates that are using their own equipment when necessary.

Cons:

There is a box that pops up when you attempt to use the unassisted support, and many times a user will click no, do not allow by mistake. If you already have the hardware set up for unattended support, why the delay to connect.

Our clients love GoToAssist.

Pros:

Gotoassist simplifies the process of remotely communication between my organization and our clients and even between the team at work. I am able to screen share with my colleagues at the workplace, comment on files and documents remotely. I see this tool as a better alternative to Google doc. It is easy to setup and install ,and interestingly a lot of our clients have come to accept this tool courtesy our recommendation.

Cons:

Requires a fast internet network connection to function quickly and from experience every remote communication tool requires same too.

Will definitely assist

Comments: GoToAssist is a great product for menial tasks. It does what I needed it for, but nothing extra.

Pros:

I like that this program allows my help desk technicians to use remote capabilities when assisting their caller. This prevents frustration with the caller and allows efficient resolution..

Cons:

This program tends to have slow connection and can take a while when uploading or transferring files.