Avaliações do GoTo Resolve

Romote access software by GoTo

Vantagens:

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.

Desvantagens:

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.

Decent product, lots of bugs, support non-existent

Comentários: 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.

Vantagens:

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

Desvantagens:

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.

Not Great. Bad Sessions - Where I Coudn't Even Remote Into End-User's System

Comentários: It's iffy... Sometimes it's worked, but then other times, I couldn't even log in because the end-user was asked to enter credentials in order for it to even install on their system. They get confused, and I get frustrated. Especially when they're asked to enter ADMIN credentials. That is a BIG No-No. Thus, I couldn't help them. Bad experience, sour taste.........

Vantagens:

Didn't have to pay for it, the company is paying for the licensing.

Desvantagens:

Not being able to remote into an end-user's system while they were having a problem.

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Migration from GoToAssist

Vantagens:

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).

Desvantagens:

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.

Best remote support app

Comentários: 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.

Vantagens:

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

Desvantagens:

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

GotoAssist makes our job a lot better and convenient

Comentários: Overall I'm very satisfied using this app. This helps us a lot when dealing with urgent issues on clients computer. App has also a lot of features that greatly benefits us

Vantagens:

This remote tool can perform multiple tasks, that's why this is very convenient tool for me specially in IT support dealing with many devices

Desvantagens:

Just a little things needs to improve. On my case, I'm using android application of GotoAssist as well, sometimes when switching back to home screen of phone, GoToAssist app tends to automatically logout.

GoTo Resolve Review

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Great product

Vantagens:

Dependable and has good security and quick connection

Desvantagens:

Some of our customers were unable to use on their side.

Faster and Safer

Comentários: 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.

Vantagens:

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.

Desvantagens:

software's user interface is too simplistic and lacking in advanced features.

Remote Assistance Tool with the most features

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

GoTo the Rescue!

Comentários: It makes remote access and support so easy, that it really comes down to being the most important software in my business. Without RescueAssist, I wouldn't be able to do my job sufficiently, and this just makes it that much easier.

Vantagens:

The ease of use it what truly makes this a must have software for any remote support. Being able to have a single exe file to load on the fly, provide a session code and then have full remote control for support is what keeps my customers happy. Without a reliable, easy to use software like RescueAssist, I wouldn't have a job.

Desvantagens:

With the newest OSX, unfortunately the user has to go into their security preferences and allow control of their computer. By default this is disabled so the first time the user will have to unlock the security settings and enable it.

GoToAssit Great Tool, Expensive

Vantagens:

It's ease of user was great, I really enjoyed using it.

Desvantagens:

It was very expensive. when they raised our bill for a consecutive year in a row it was time to leave.

Good app for remote support

Comentários: Overall, it is a good experience, it works for what it was created, but it has a room for improvement to raise the customer experience and the user experience as well.

Vantagens:

It works perfectly for the purpose created, supporting the customers remotely. One of the main things I like is when you restart the customer's computer, this tool let you stay connected when the computer boot up again.

Desvantagens:

Sometimes the connection is not so stable. This is an app that must be installed in customer's computer and insert password. With other similar tools goes smoother because there are web app options with no passwords whatsover.

IT Tools made easy with GoToAssist

Comentários: GoToAssist is a solid product. It can't get any easier when remotely providing support. Being a user for 2 years, I sometimes take for granted how much easier it's gotten. We use to use VNC, Teamviewer and Join.me, however, started having issues when a product marked as Free then was no longer free, or how another product is just not safe to have in your network. With GoToAssist you get the ease of use for both the person providing support and the person receiving support. Although it's not free if you are a Non-Profit there are ways to significantly reduce the price by half on a yearly subscription.

Vantagens:

Ease of Use Intuitive Offers other built-in tools

Desvantagens:

Retail Price a little high compared to other free products

Easy To Use Remote Support!

Comentários: Our work environment is becoming more and more mobile. RescueAssist allows us to support end users remotely on any device wherever they are on any given day. We can easily trouble shoot employee software issues from any web based brower. It really saves our IT department a lot of support time and allows us to work on other important projects for our company.

Vantagens:

RescueAssist is an easy to use remote diagnostic tool. Practically no training is required for tech use and it provides good live end user support. One of the best features is that it doesn't require much employee interaction other than the initial connection with tech support. RescueAssist allows almost instant access to a user's workstation and has saved us a lot of support time . It's very well suited for situations where you can remotely help employees who are in different locations without having to leave your own office. RescueAssist is especially valuable for quick fixes that could otherwise take you out of the office for an extended period of time.

Desvantagens:

Once in a while it can be frustrating trying to get a non skilled user to connect to the software. It's also not the cheapest support option available in the marketplace(but overall the value it provides makes it well worth the price.)

Overpriced, Mostly Reliable

Comentários: 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.

Vantagens:

Ease of deployment to end user PCs via an EXE or MSI.

Desvantagens:

It's lack of stability, lack of value, and that they just don't care about you.

Great remote access software.

Comentários: Simple setup for you and the consumer. In just a few minutes you get computer access.

Vantagens:

Make's remote support simple to use. Clients get a keycode to install software and you are in and out.

Desvantagens:

The software was buggy at times and couldn't connect and the computer was on trying to get remote support. Pricing very steep when compared to other companies who do the same thing and have the same features and services. When compared to other companies it's still has a lot more work to do to be charging what they charge.

Simple footprint, Trusted Citrix platform. Easy for customers.

Comentários: This has my recommendation because of the overall quality, like i mentioned before it has a super small footprint for client, and they do not need any real technical knowledge to initiate the support. I have tried with some of my own family, you know that computer illiterate aunty we all have. Yes, even her found going to a website address straight forward enough. Speed and technical infrastructure of this platform keeps me an avid user.

Vantagens:

I love the easy way you can initiate support with a client, just by pointing the to the simple www.fastsupport.com website. Nothing more they need to do and you can be, screen sharing, full control or even file sharing for troubleshooting and remote desktop. There is even an unattended support and the ability to run multiple instances simultaneously form a technician perspective. I have always used this infrastructure and as a customer focused business, this is professional and great value.

Desvantagens:

There are many competing products, so some clients don't like to have multiple remote desktop software installed for their personal needs, then their professional outsourcing. The only thing this is missing is some form of VoIP in the basic plans.

Best remote support software I have used in six years as a support technician!

Vantagens:

Easy to deploy, use, maintain, and start session for users. In addition to the unattended support feature, they have several URLs users can easily navigate to, which results in shorter time to session.

Desvantagens:

Cost - this is one of the more expensive remote support tools I have ever paid for. I had to really push to get it approved, but I'd say it's worth the price!

Lifesaver when you are out of the office

Vantagens:

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.

Desvantagens:

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.

Gret program, does what it's supposed to

Comentários: Quick way to repair systems remotely that are not on the domain (Field techs mostly), it gets the job done in most cases.

Vantagens:

IT's fast, can easily share sessions between other technicians to complete a job, and it's reliable on reboot

Desvantagens:

Lacks some of the logging/advanced features of other remote software, such as log me in rescue which allows you to customize it a bit more.

Easy Remote help

Comentários: Sometimes the customer cannot explain correctly the problem or you cannot explain them how do the things, GoToAssist can help you to create a remote connection and fix the computer remotely.

Vantagens:

You can have the FULL control of the machine (User must run the software like admin) and you can troubleshoot the machine for BSOD, driver installation, Office Activation, etc You can chat directly with the user using the software you can share the clipboard, useful to share links or commands Easy to connect, just send a link, customer open the link and run the software, done! You are now connected.

Desvantagens:

User must run the software like admin Sometimes has connection problems

Always on remote access!

Comentários: Not having to go into the office is great!

Vantagens:

It allows me to work from home doing my IT responsibilities and to interact with employees needing assistance.

Desvantagens:

The ability to blank the screen but that's a Windows issue.

GoToAssist convenient for connecting to users, and servers.

Vantagens:

I've used this product working at many companies. It's a quick time-saving way to connect to customers computers and resolve issues quickly. You can have a list of customers if you need to reconnect or use only a one-time connection with no saved option to reconnect. I can take care of more issues using this tool than any other remote connection tool. I like the one time use of the product or saving connections to use in the future.

Desvantagens:

Pricing is what I like least about GoToAssist. That is the only thing I like least about this product. Everything else about this product works great and I've never had problems or confusion from customers connecting to the product.