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What is GoTo Resolve?

GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It combines game-changing remote monitoring and management capabilities with remote access and support, conversational ticketing, and zero trust architecture into a single consolidated platform. Looking for GoToAssist? GoTo Resolve includes the same remote support functionality and more.

Who Uses GoTo Resolve?

GoTo Resolve is the powerful, new, cloud-based IT support and management software built for SMBs.

GoTo Resolve Software - Remote IT Support, anywhere on any device. Everything you need to run your business from anywhere – all in one place.
GoTo Resolve Software - Simplify support with conversational ticketing
GoTo Resolve Software - Protect the entire fleet with managed antivirus
GoTo Resolve Software - Gain key insights with Help Desk Reporting
GoTo Resolve Software - Keep all devices optimised with Background Access

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Reviews of GoTo Resolve

Average score

Overall
4.4
Ease of Use
4.5
Customer Service
4.2
Features
4.3
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Azizah
Azizah
Office Management in Malaysia
Verified LinkedIn User
Telecommunications, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Romote access software by GoTo

5.0 2 years ago

Pros:

GoTo Resolve the work software that we rely most heavily upon. Naturally, we employ it to provide on-demand customer support. However, we also rely on it to remotely access a computer or a server when it has to be used without surveillance.

Cons:

Updating or uninstalling the previous version using the Control Panel is required before re-establishing a remote connection to a previously linked device. Recently, this issue has become increasingly challenging, and after months of attempting to rectify it, we've decided to look into other remote support software.

Alex
System Analysis in Canada
Construction, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Excellent IT support tool

4.0 6 months ago

Comments: Positive, GoTo Resolve has made it easy for me to provide remote assistance to users and where when I'm anywhere. I was very easily able to get it to run on my smart phone allowing me to quickly solve a IT issue at work while in the middle of a road trip.

Pros:

GoTo Resolve offers me a lot of tools to manage our company's IT resources and provide real time support to our users. Having information such as what operating system a computer is running, who is currently logged in, and what the computers resource usage is on my control panel has been a great help in providing support.

Cons:

The two biggest issues I've encountered is GoTo Resolve is a bit more resource hungry when providing remote support compared to other remote desktop solutions. Some of our older machines run extremely slowly when I'm using it to remote in. Additionally if the GoTo Resolve client on a machine decides to stop it can be a pain instructing a user how to restart it and is usually easier to tell them to reset the entire machine. The GoTo Resolve client handles users changing poorly which is usually when the client crashes.

jake
Program support in Singapore
Telecommunications, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Unsatisfied with the software performance

3.0 11 months ago

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.

Mike
IT Administrator in US
Mental Health Care, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Decent product, lots of bugs, support non-existent

4.0 11 months ago

Comments: It's been messy, this is the 3rd time we have tried GoTo Resolve. First time failed, support couldn't get us past step 1 on ticket system, so we canceled. Second time was a free trial that went south. This is the third try and we paid for it in March and still don't have it up and running yet. Takes way too long to setup, you're on your own as support is useless, so it's better than GoTo Assist, but not as good as others like Ninja but it's way cheaper than some others so you get what you pay for.

Pros:

I like what was described to us as a selling point, ticket system, integrated with Teams, inventory management, ease of use, etc.

Cons:

It's a task getting it implemented, we have a free trial account that cannot be deleted so we cannot contact support and open a ticket as it wants us to pay even though we have paid several thousand dollars up front for the year. It's not easy to configure, the ticket system is iffy at best and they don't even know how to help you configure it themselves.

Manuel
Helpdesk Coordinator in US
Information Technology & Services, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

GoToResolve will give your team the leverage and flexibility all IT teams need

5.0 last year

Comments: I am very pleased with the product, and hope to continue using it. My team has adapted to its capabilities, and many of us feel its the right tool for us to have. This day and age, a secure remote software is a necessity for any growing IT team.

Pros:

I first came across this product when we were shopping for a more secure and budget friendly solution, in order to provide remote tech support for our student body and employees. GoToResolve has been a phenomenal tool and our technicians say its very user friendly and fluid.

Cons:

One thing that I did not like, is its ticket system. I manage our current platform (Freshdesk) and have been looking for alternatives. I really hoped GoToResolve would fit all of our needs, because I would love an "All in one" solution. Perhaps in the future they may bring a more robust ticket system.