About GoToResolve

Category: ITSM
GoTo Resolve takes ITSM a notch higher by introducing conversational ticketing and enhancing IT security with an industry-first zero trust architecture. The ITSM software comes with enterprise-grade security and consumer-grade ease of use to help small and medium enterprises manage and support employees in a flexible, secure, and conversational way.

Company: GoTo

Making IT easy, anywhere. GoTo has helped people and businesses do their best work – simply and securely – from anywhere. Today, work and life are intertwined. At GoTo, they help you focus on the things that matter most throughout the day: your projects, your professions, and even your personal passions. GoTo is a trusted partner for companies of all sizes to connect, collaborate, secure their workforces, and support employees and customers. Their portfolio of products, includes LastPass, GoTo Connect and Rescue.

In-Depth Analysis

0 Overall
Price 5.0
Ease Of Use 4.0
Features 3.0
Support 4.0

Pros

  • Super easy to install and use
  • Remote automation features
  • Conversational ticketing
  • Advanced security features

Cons

  • Limited customization options
  • Limited reporting

GoToResolve Comparisons

VS
VS
VS
Plans & Pricing
Support Team
$19
/mo /user
Support Professional
$49
/mo /user
Support Enterprise
$99
/mo /user
Suite Team
$49
/mo /agent
Suite Growth
$79
/mo /agent
Suite Professional
$99
/mo /agent
Suite Enterprise
$150
/mo /agent

Support Team

 The Team plan costs $19 per user per month billed annually and offers 8/5 email support from the Zendesk team.

Team offers granular ticket grouping,  custom user and organization fields, custom business triggers and auomations, the ability to group contacts by a single organization, performance dashboards, public apps and integrations, an API rate limit of 200 RPM, and subdomain mapping, with access to over 90 computer-telephony integrations available as an add-on.

Support Professional

The support Professional plan costs $49 per user per month and, and offers 24/5 phone and email support from the Zendesk team.

The features are Dynamic ticket content that matches each user’s language preference, the ability to define support business hours, SLA management, customer satisfaction ratings and follow-up surveys, automatic redaction, dashboards and reporting powered by Zendesk Explore, an API rate limit of 400 RPM, and private custom apps and integrations plus everything in team plan.

Support Enterprise

The Support Enterprise plan costs $99 per user per month, and it comes with guaranteed 24/7 phone and email support from the Zendesk team.

The features are: Skills-based routing, Guided Mode for automated ticket sorting, up to 20 active contextual workspaces, custom roles and permissions, a sandbox environment, multi-brand support for up to five brands (or up to 300 brands with an add-on), an AI-powered Satisfaction Prediction, an email compliance archive, ticket rules analysis, audit logs, and an API rate limit of 700 RPM. Paid add-ons include a 99.9% uptime SLA, a specific data center location, the ability to configure for HIPAA, and a premium production sandbox plus everything in the above plans of course.

Suite Team

Team is priced at $49 per agent per month, billed annually. With this plan, you get access to: Email support, Phone support, Live chat support, Social media support, Forum support, Customer feedback, and Custom reports, with plenty of automation features, and a unified agent workspace plus robust APIs.

Suite Growth

Growth is available for $79 per agent per month, billed annually. This plan offers multiple help centers, unlike the one in the Team plan, a self-service customer portal, and even more automated responses via chatbot with multilingual support as a plus.

Suite Professional

Professional is available for $99 per agent per month, billed annually. It includes all the essential features needed for a full CRM at a reasonable price, including the addition of extensive data analytics tools that can help you run your business more effectively and efficiently.

Suite Enterprise

The Enterprise suite is available for $150 per agent per month. It offers every single feature from the Professional suite, plus more features and AI capabilities, 24/7 support, and more flexible customization.

Ease of Use

GoTo Resolve is hands down one of the easiest ITSM services to implement. The platform is majorly cloud-based, and deployment of the software on devices takes just minutes. This means that you can set up everything to streamline your IT services within just a day.
On the main console, there are four key options:
● Devices: This option lets you view and manage all your devices.
● Support: The support feature is used to establish remote support, and it provides an option for either desktop or mobile devices. There’s also an option for camera sharing that lets you see what your end-user can see.
● Help Desk: This section lets you handle tickets and integrations for apps such as MS Teams, Slack, and Teams.
● Remote Execution: Here, you can run automated PowerShell commands on multiple computers without user interaction.
● Reporting: This section provides consolidated reports for all support and management activities.
The admin console can be opened by clicking on the user option. It lets the admin set accounts, devices, services, activities, and more.

Customer Support

GoTo is always ready to assist users. However, their support service is a bit complicated. You first have to search for an article in their knowledge base, apparently so that the “customer support agents will get a better idea about your issue before you actually contact us.”
From there, you can then scroll to the bottom of the article, and you will find a ticket option and a call option.
Call Support
To get the support contacts, you will need to provide your email address and a few other details. You will then get a case number and a list of 27 countries to choose from. The huge number of call centers is quite commendable, and there’s also a toll-free number for each country which I found quite helpful.
Ticket Support
You can create a ticket by scrolling to the bottom of an article and clicking “Open Case.” You will then need to provide a few details about the issue you are facing, and your ticket will be created. During our review, we got feedback within 25 minutes.
Knowledge Base
GoTo Resolve has a rich knowledge base, which is usually the first point of support. The knowledge is available on the website, and it contains lots of articles that guide users through the various functionalities and processes, such as setting up accounts and establishing remote connections. There are also lots of articles about the features, support videos, and FAQs.

24/7 Help & Support
24/7 Help & Support
Yes, Via phone support only.
Phone Support
Phone Support
Yes. With 24/7 availability.
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Features & Functionality
General Features

Help desk: a help desk software performs a wide range of essential functions such as answering questions whether through self-service or through a help desk agent, measuring customer satisfaction, and helping your agents be more productive with their workflows.

Ticketing system: Zendesk’s ticketing system or support ticket system offers: multilingual, multichannel, workflow, multi-brand, audit trail, and centralized hub.

Self-service portal: The Zendesk Guide, one of Zendesk’s help desk products, uses a smart knowledge base for empowering your agents and customers through a self-service solution featuring a knowledge base, help center, customer portal, and community forums.

Analytics: One of the top features of Zendesk help desk software is its easy-to-use interface that allows you to access reports and analytics to learn more about your customer support and help desk system.

Integrations: A CRM serves as the center of many businesses so, naturally, it should be plugged into the rest of your tech stack. A few notable integrations include: Salesforce, teamviewer, and MailChimp.

GoTo features helpdesk services

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

GoTo Resolve is the definition of ITSM simplicity, and the service lets you streamline all your IT support services to ensure a more effective and engaging management process. The IT management solution combines this with bank-grade security standards and consumer-friendly conversation ticketing to present a simple all-in-one solution suitable for all small and medium businesses. To check it out, you can get started for free.

Joel Timothy
Author: Joel Timothy
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