GoTo Resolve Reviews
15 Review(s)
softwareOverall Rating
3.9
15 Review(s)
Rating Distribution
5
(4)
4
(7)
3
(3)
2
1
(1)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Overall Rating
3.9
15 Review(s)
Rating Distribution
5
(4)
4
(7)
3
(3)
2
1
(1)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
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Ratings
Provider Size
Time Used
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manage and track customer issues efficiently and effectively. It's been a game changer for our team!
manage and track customer issues efficiently and effectively. It's been a game changer for our team!
Pros
The customizable ticketing system and real time reporting are fantastic features. They have made our workflow much smoother.
Cons
The user interface could be improved to make it more easy going. Also the mobile app needs more features and better navigation.
Ease of use
10
Value for money
10
Customer Support
6
Functionality
10
Ana
Consumer Electronics, 11-50 employees
More than a year
August 2024
GoTo is helpful for remote work
GoTo is helpful for remote work
Pros
Goto Resolve provides the solution we need for remote employees to connect to office PCs.
Cons
GoTo resolve sometimes has latency issues every now and then.
Ease of use
10
Value for money
6
Customer Support
10
Functionality
6
Alan
Financial Services, 11-50 employees
More than a year
June 2024
Excellent IT support tool
Excellent IT support tool
Pros
Goto Resolve offers me many tools to manage our company s IT resources and give real-time support to our users. Having details like the operating system a computer is running the current user logged in and the computer,s resource usage on my control panel has been very helpful for support.
Cons
The two biggest problems I have encountered are that GoTo resolve uses more resources when providing remote support compared to other remote desktop solutions. Some of our older machines run very slowly when I use it to connect. Additionally, if the GoTo Resolve client on a machine stops, it can be difficult to guide a user on how to restart it. It is usually easier to tell them to restart the whole machine. The GoTo Resolve client does not handle user changes well, which is often when the client crashes.
Ease of use
10
Value for money
8
Customer Support
8
Functionality
8
Alex
Construction, 51-100 employees
More than a year
December 2023
Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System
Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System
Pros
I did not have to pay for it since the company covers the licensing costs.
Cons
I cannot remote into an enduser's system while they are experiencing a problem.
Ease of use
1
Value for money
1
Customer Support
3
Functionality
3
Paul
Real Estate, 51-100 employees
Less than 6 months
November 2023
Unsatisfied with the software performance
Unsatisfied with the software performance
Pros
After successfully saving our client s computer on GTR we gained convenient remote access and better control. Now we can use the command prompt without needing the clients cooperation.
Cons
Saving and installing files on a client computer can sometimes be challenging. Occasionally the installation does not work while other times it functions properly.
Ease of use
8
Value for money
6
Customer Support
4
Functionality
3
jake
Telecommunications, 500+ employees
More than a year
July 2023
Decent product, lots of bugs, support non-existent
Decent product, lots of bugs, support non-existent
Pros
I like what was described to us as a selling point including the ticket system integrated with Teams inventory management and ease of use.
Cons
It is a task to get it implemented. We have a free trial account that cannot be deleted, so we cannot contact support or open a ticket because it wants us to pay, even though we have paid several thousand dollars upfront for the year. It is not easy to figure out. The ticket system is unreliable at best, and they do not seem to know how to help with the configuration.
Ease of use
5
Value for money
6
Customer Support
3
Functionality
8
Mike
Mental Health Care, 101-500 employees
Less than a year
June 2023
Perfect for our remote assistance!
Perfect for our remote assistance!
Pros
The software is very easy to use and switching to admin mode is no big deal.
Cons
I need to explain to users how to use it. They have to download and start the program manually, which is not always obvious for them.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Kees
Food Production, 101-500 employees
Less than 6 months
June 2023
GoTo Resolve sucessor of GotoAssist
GoTo Resolve sucessor of GotoAssist
Pros
The license model is clear. We can use goto Resolve in the browser or the app.
Cons
The WebConsole sometimes makes it hard to connect to a remote support session. This also depends on our Intunemanaged devices environment.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
7
Benjamin
E-Learning, 101-500 employees
Less than 6 months
June 2023
Migration from GoToAssist
Migration from GoToAssist
Pros
The file transfer option is more easy than GoTO Assist and the information provided about the remote system is quite useful. With the new Patch Management screen we can easily see what remote systems need updates even though we do not install them via goto Resolve.
Cons
Certain areas of the system do not work consistently, like Alt TAB when connected remotely. Several features that were in GoTo Assist are missing from this product, such as Group Name in reporting downloads, the ability to install during an Attended Session and the option to remotely power on a PC though this was intermittent with GoTo Assist. We have also found that this product is not as stable as GoTo Assist and often times out a session or fails to connect for no clear reason. The process for a user to download and install an Attended Session is not as intuitive and simple as with Go to Assist. There is also no way to let multiple support staff join the same Unattended Session.
Ease of use
8
Value for money
6
Customer Support
6
Functionality
6
Steve
Information Technology and Services, 1-10 employees
Less than a year
June 2023
Our experience with GoTo Resolve
Our experience with GoTo Resolve
Pros
Goto Resolve is quickly adding features and expanding its product offerings. Remote support and remote PowerShell tools work very well.
Cons
As an early adopter we have faced a few bugs that led us to temporarily go back to a previous GoTo product for remote support. Layout changes happen very frequently, which can become a problem.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Cameron
Information Technology and Services, 1-10 employees
Less than a year
June 2023
Needs some improvements
Needs some improvements
Pros
It is easy to remotely access devices with or without users present as long as there is internet on the target device. Also seeing device resources in the goto Resolve admin portal is helpful.
Cons
Reporting is limited and there should be a feature that automatically cleans up devices, freeing up licenses if they have not been seen for a certain number of days as determined by the customer.
Ease of use
8
Value for money
8
Customer Support
5
Functionality
8
Paul
Education Management, 500+ employees
Less than a year
June 2023
GoTo Resolve Review
GoTo Resolve Review
Pros
One of the things I liked most about Goto Resolve was its strong ticketing system and incident management capabilities. The software provides a central platform to track and prioritize support tickets efficiently. The ability to customize ticket fields and workflows allows me to change the system to our specific needs. Additionally the integration with knowledge base articles and documentation makes it easy to find relevant information and provide quick solutions to customer issues. The collaboration features like internal notes and assignment tracking further improve team productivity and communication.
Cons
One aspect I liked least was the limited reporting and analytics options. While the software offers basic reporting functions there are times when more advanced analytics and visualizations would have been helpful. Having more flexibility in creating custom reports and gaining deeper insights into ticket trends, agent performance and customer satisfaction metrics would have added value to the overall experience. Better reporting capabilities would have improved decision making and the ongoing development of support operations.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Marek
Financial Services, 11-50 employees
Less than a year
May 2023
Useful, but not always functional
Useful, but not always functional
Pros
When goto resolve works it works smoothly. The ease of use for users is excellent and the chat box allows for easy communication.
Cons
I have encountered multiple issues when trying to connect to a user machine. Specifically on Mac some users need to change the accessibility settings for GoTo in the system settings, but they do not have admin credentials to make that change. This makes GoTo unusable at times.
Ease of use
6
Value for money
8
Customer Support
6
Functionality
8
Ian
Sports, 101-500 employees
Less than 6 months
May 2023
GoTo Resolve Is Our GO TO APP
GoTo Resolve Is Our GO TO APP
Pros
I appreciate that it is simple for both us and the customer to use. The customer just clicks a link and we can see the site. This has saved us many truck rolls to our OSP department.
Cons
I have not anything I do not like about this product. It is easy to use and very well organized.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Chris
Telecommunications, 51-100 employees
Less than 6 months
May 2023
Easy to use
Easy to use
Pros
The software is easy and very helpful for troubleshooting.
Cons
No complaints. I feel it is very easy to use and elderly people can use it easily.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Nickie
Telecommunications, 51-100 employees
Less than 6 months
May 2023
Filters
Sort by:
manage and track customer issues efficiently and effectively. It's been a game changer for our team!
manage and track customer issues efficiently and effectively. It's been a game changer for our team!
Pros
The customizable ticketing system and real time reporting are fantastic features. They have made our workflow much smoother.
Cons
The user interface could be improved to make it more easy going. Also the mobile app needs more features and better navigation.
Ease of use
10
Value for money
10
Customer Support
6
Functionality
10
Ana
Consumer Electronics, 11-50 employees
More than a year
August 2024
GoTo is helpful for remote work
GoTo is helpful for remote work
Pros
Goto Resolve provides the solution we need for remote employees to connect to office PCs.
Cons
GoTo resolve sometimes has latency issues every now and then.
Ease of use
10
Value for money
6
Customer Support
10
Functionality
6
Alan
Financial Services, 11-50 employees
More than a year
June 2024
Excellent IT support tool
Excellent IT support tool
Pros
Goto Resolve offers me many tools to manage our company s IT resources and give real-time support to our users. Having details like the operating system a computer is running the current user logged in and the computer,s resource usage on my control panel has been very helpful for support.
Cons
The two biggest problems I have encountered are that GoTo resolve uses more resources when providing remote support compared to other remote desktop solutions. Some of our older machines run very slowly when I use it to connect. Additionally, if the GoTo Resolve client on a machine stops, it can be difficult to guide a user on how to restart it. It is usually easier to tell them to restart the whole machine. The GoTo Resolve client does not handle user changes well, which is often when the client crashes.
Ease of use
10
Value for money
8
Customer Support
8
Functionality
8
Alex
Construction, 51-100 employees
More than a year
December 2023
Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System
Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System
Pros
I did not have to pay for it since the company covers the licensing costs.
Cons
I cannot remote into an enduser's system while they are experiencing a problem.
Ease of use
1
Value for money
1
Customer Support
3
Functionality
3
Paul
Real Estate, 51-100 employees
Less than 6 months
November 2023
Unsatisfied with the software performance
Unsatisfied with the software performance
Pros
After successfully saving our client s computer on GTR we gained convenient remote access and better control. Now we can use the command prompt without needing the clients cooperation.
Cons
Saving and installing files on a client computer can sometimes be challenging. Occasionally the installation does not work while other times it functions properly.
Ease of use
8
Value for money
6
Customer Support
4
Functionality
3
jake
Telecommunications, 500+ employees
More than a year
July 2023
Decent product, lots of bugs, support non-existent
Decent product, lots of bugs, support non-existent
Pros
I like what was described to us as a selling point including the ticket system integrated with Teams inventory management and ease of use.
Cons
It is a task to get it implemented. We have a free trial account that cannot be deleted, so we cannot contact support or open a ticket because it wants us to pay, even though we have paid several thousand dollars upfront for the year. It is not easy to figure out. The ticket system is unreliable at best, and they do not seem to know how to help with the configuration.
Ease of use
5
Value for money
6
Customer Support
3
Functionality
8
Mike
Mental Health Care, 101-500 employees
Less than a year
June 2023
Perfect for our remote assistance!
Perfect for our remote assistance!
Pros
The software is very easy to use and switching to admin mode is no big deal.
Cons
I need to explain to users how to use it. They have to download and start the program manually, which is not always obvious for them.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Kees
Food Production, 101-500 employees
Less than 6 months
June 2023
GoTo Resolve sucessor of GotoAssist
GoTo Resolve sucessor of GotoAssist
Pros
The license model is clear. We can use goto Resolve in the browser or the app.
Cons
The WebConsole sometimes makes it hard to connect to a remote support session. This also depends on our Intunemanaged devices environment.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
7
Benjamin
E-Learning, 101-500 employees
Less than 6 months
June 2023
Migration from GoToAssist
Migration from GoToAssist
Pros
The file transfer option is more easy than GoTO Assist and the information provided about the remote system is quite useful. With the new Patch Management screen we can easily see what remote systems need updates even though we do not install them via goto Resolve.
Cons
Certain areas of the system do not work consistently, like Alt TAB when connected remotely. Several features that were in GoTo Assist are missing from this product, such as Group Name in reporting downloads, the ability to install during an Attended Session and the option to remotely power on a PC though this was intermittent with GoTo Assist. We have also found that this product is not as stable as GoTo Assist and often times out a session or fails to connect for no clear reason. The process for a user to download and install an Attended Session is not as intuitive and simple as with Go to Assist. There is also no way to let multiple support staff join the same Unattended Session.
Ease of use
8
Value for money
6
Customer Support
6
Functionality
6
Steve
Information Technology and Services, 1-10 employees
Less than a year
June 2023
Our experience with GoTo Resolve
Our experience with GoTo Resolve
Pros
Goto Resolve is quickly adding features and expanding its product offerings. Remote support and remote PowerShell tools work very well.
Cons
As an early adopter we have faced a few bugs that led us to temporarily go back to a previous GoTo product for remote support. Layout changes happen very frequently, which can become a problem.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Cameron
Information Technology and Services, 1-10 employees
Less than a year
June 2023
Needs some improvements
Needs some improvements
Pros
It is easy to remotely access devices with or without users present as long as there is internet on the target device. Also seeing device resources in the goto Resolve admin portal is helpful.
Cons
Reporting is limited and there should be a feature that automatically cleans up devices, freeing up licenses if they have not been seen for a certain number of days as determined by the customer.
Ease of use
8
Value for money
8
Customer Support
5
Functionality
8
Paul
Education Management, 500+ employees
Less than a year
June 2023
GoTo Resolve Review
GoTo Resolve Review
Pros
One of the things I liked most about Goto Resolve was its strong ticketing system and incident management capabilities. The software provides a central platform to track and prioritize support tickets efficiently. The ability to customize ticket fields and workflows allows me to change the system to our specific needs. Additionally the integration with knowledge base articles and documentation makes it easy to find relevant information and provide quick solutions to customer issues. The collaboration features like internal notes and assignment tracking further improve team productivity and communication.
Cons
One aspect I liked least was the limited reporting and analytics options. While the software offers basic reporting functions there are times when more advanced analytics and visualizations would have been helpful. Having more flexibility in creating custom reports and gaining deeper insights into ticket trends, agent performance and customer satisfaction metrics would have added value to the overall experience. Better reporting capabilities would have improved decision making and the ongoing development of support operations.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Marek
Financial Services, 11-50 employees
Less than a year
May 2023
Useful, but not always functional
Useful, but not always functional
Pros
When goto resolve works it works smoothly. The ease of use for users is excellent and the chat box allows for easy communication.
Cons
I have encountered multiple issues when trying to connect to a user machine. Specifically on Mac some users need to change the accessibility settings for GoTo in the system settings, but they do not have admin credentials to make that change. This makes GoTo unusable at times.
Ease of use
6
Value for money
8
Customer Support
6
Functionality
8
Ian
Sports, 101-500 employees
Less than 6 months
May 2023
GoTo Resolve Is Our GO TO APP
GoTo Resolve Is Our GO TO APP
Pros
I appreciate that it is simple for both us and the customer to use. The customer just clicks a link and we can see the site. This has saved us many truck rolls to our OSP department.
Cons
I have not anything I do not like about this product. It is easy to use and very well organized.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Chris
Telecommunications, 51-100 employees
Less than 6 months
May 2023
Easy to use
Easy to use
Pros
The software is easy and very helpful for troubleshooting.
Cons
No complaints. I feel it is very easy to use and elderly people can use it easily.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Nickie
Telecommunications, 51-100 employees
Less than 6 months
May 2023