GoToResolve Review 2025
GoToResolve ITSM Plans & Pricing
GoToResolve Comparison
Expert Review
Pros
Cons
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.
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.
Incident Management
Efficiently handle and resolve IT incidents.
Problem Management
Identify and solve recurring issues with advanced solutions.
Change Management
Effectively manage IT infrastructure changes.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
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.
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.
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