What's New in GoTo Resolve
Stay up to date on the latest features and updates for GoTo. These release notes are great source of information about recently introduced enhancements and improvements related to the Web Console, Desktop Console, Customer Portal, and remote support applet.
These Release Notes are categorized into three sections. The first section details the latest updates and fixes to the product. The second section provides a historical record of previous releases. The third section focuses on updates related to the Applet
.
GoTo Resolve
GoTo Resolve, Integrations – November 14, 2023
- Agents can use the GoTo Resolve app in ServiceNow to provide remote support to end users, directly from ServiceNow. For details, see Using the GoTo Resolve app in ServiceNow.
GoTo Resolve, Helpdesk – November 7, 2023
- Agents can add followers to helpdesk tickets who receive notifications when a ticket changes. See How do I Add Followers to Helpdesk Tickets?
GoTo Resolve, Asset Management – November 2, 2023
- Import Efficiency: To improve the speed and efficiency of our import process, we’ve introduced a limit for importing assets via template. You can now import in batches of up to 500 items at a time, preventing import bottlenecks and ensuring a smoother, faster experience.
- Account Limit: We’ve set a maximum limit of 10,000 items that you can add to your account.
- Export Formats: You can now choose the format for exporting your inventory list. The available formats are .CSV (comma separated), CSV (semicolon separated), and XLSX (Excel 2007+).
GoTo Resolve – October 24, 2023
- Agents can use standard text formatting options in a helpdesk ticket's summary and comment fields to make a ticket easier to read. See How do I Edit Tickets in the Console?
GoTo Resolve – October 19, 2023
- The Dashboard is now available for all users, providing an overview of outstanding issues in your accounts. See Getting an Overview from the Dashboard.
GoTo Resolve – October 11, 2023
- You can now create recurring remote execution jobs. See How to Schedule and Repeat a Remote Execution Job?
- Admins can set a timeout for Helpline requests. See Provide remote support with Helpline.
GoTo Resolve – October 9, 2023
- Agents can resolve alerts with remote execution jobs with pre-defined step collections. See How do I Resolve Alerts with Remote Execution?
- You can create a connection status alert policy to check when devices come online or go offline. See How do I Set up Alerts in GoTo Resolve?
- When creating an alert policy, agents can select a whole group of devices by selecting the checkbox next to the group's name.
GoTo Resolve – September 27, 2023
We are excited and proud to announce the public availability of the new Asset Management solution in GoTo as of today. GoTo Asset Management allows teams to manage the lifecycle of their organization’s hardware, including purchasing, user assignment, troubleshooting, and eventual retirement and replacement. Teams have full, real-time visibility into the status of their hardware assets for the following use cases:
- Inventory oversight and auditing
- Budgeting and forecasting
- Asset lifecycle management
- Onboarding and offboarding
- Security and compliance management
GoTo Resolve – September 21, 2023
- Agents can add tags to helpdesk tickets easier. See How do I Add Tags to Tickets?
- You can now search helpdesk ticket categories in the Ticket Editor. See How do I Edit Tickets in the Console?
GoTo Resolve – September 6, 2023
- Admins can create custom helpdesk ticket statuses, which allows them to customize ticket workflows according to their internal processes. See How do I view and manage helpdesk ticket statuses in GoTo Admin?
GoTo Resolve – September 1, 2023
- GoTo is partnering with Logitech to deliver remote UI access:, You are all set to remote access upon completing the configuration through local network access and your GoTo Resolve account. See How do I set up GoTo Resolve with Logitech Collab OS?
GoTo Resolve – August 31, 2023
- On the Helpdesk page in the Console, all ticket statuses are now displayed in card view. You can hide and unhide statuses. See How do I Monitor Tickets in the Console?
GoTo Resolve – August 24, 2023
- End users can no longer close helpdesk tickets in Microsoft Teams.
GoTo Resolve – August 21, 2023
- Agents and end-users can start a remote session much quicker now.
GoTo Resolve – August 2, 2023
- End-users can use the Customer Portal to ask for help from an agent. See Provide remote support with Helpline.
- After creating a user in GoTo Admin, it no longer takes about an hour for a user to be able to sign in to the Customer Portal.
GoTo Resolve – July 31, 2023
- Admins can assign a custom email address to a helpdesk service that end-users can easily remember. See How to display a custom helpdesk email address to your end-users?
- You can update third-party applications on your devices. The new update feature uses Windows Package Manager (winget) to gather version information from installed apps. For more information, see How do I Install Patch Management Updates in GoTo Resolve?
GoTo Resolve - earlier in 2023
GoTo Resolve – June 27, 2023
- GoTo MDM is now live. With our Mobile Device Management solution, you can enroll the mobile devices of your company and manage those remotely. Check out our website to sign up for a trial of GoTo MDM. For detailed information on features, see the support site.
GoTo Resolve – June 21, 2023
- You can now schedule Remote Execution jobs for up to one year in advance. See Remote Execution - Automation in GoTo Resolve.
GoTo Resolve – June 16, 2023
- Slack is no longer supported as a helpdesk ticketing integration. See Support for ticketing in Slack discontinues.
GoTo Resolve – June 15, 2023
- Agents can track how much time they have spent on resolving a helpdesk ticket. See How do I track time spent on tickets?
GoTo Resolve – June 8, 2023
- GoTo Resolve endpoint protection allows you to get real-time information to proactively identify and protect against unique, sophisticated threats. See What is GoTo Resolve Endpoint Protection powered by Bitdefender?
GoTo Resolve – June 7, 2023
- For Managed Service Providers (MSPs), the Dashboard provides a quick overview of your helpdesk tickets, and the status and health of your devices across all your client accounts. See Using the Dashboard as an MSP.
- Remote management solutions, such as remote execution, Windows updates, endpoint protection, and alerts are now available in the side menu on the left under Devices.
GoTo Resolve – May 30, 2023
- Admins can configure Service Level Agreement deadlines for helpdesk tickets based on the priority assigned to them. Agents will be notified if the ticket is approaching the deadline. See How do I set business hours and turnaround time to helpdesk services in GoTo Admin?
GoTo Resolve – May 3, 2023
- You can set user permissions for individual agents when using managed sessions, RMM features, device management and instant support sessions in GoTo Admin. See How do I change a user's settings?
- You can now add devices to specific device groups by selecting a group first. See What are device groups?
GoTo Resolve – April 13, 2023
- You can ask AI to help you get started with a script that you can run on remote devices. To get help from AI, you can simply type a description of what you want to achieve with your script. Through Natural Language Processing, AI will translate that request to the type of code that you select. Although AI can write a working piece of code for you, you must always verify that the script does exactly what you had in mind. See How can Artificial Intelligence Help You Write Remote Execution Scripts?
GoTo Resolve – March 31, 2023
- You can now schedule jobs in Remote Execution for up to seven days in advance. See Remote Execution - Automation in GoTo Resolve.
GoTo Resolve – March 28, 2023
- Agents can use the GoTo Resolve app in Zendesk to provide remote support to end users. For details, see Using the GoTo Resolve app in Zendesk.
GoTo Resolve – March 21, 2023
- As an admin, you can add custom fields to helpdesk services to let your agents save additional information when they create helpdesk tickets. See How do I add custom fields to helpdesk tickets in GoTo Admin?
GoTo Resolve – March 16, 2023
- Reboot devices after Windows patch installation - When a Windows update requires rebooting the device, you can select an option to automatically restart the device after the patch is installed. You can let the end user postpone rebooting their device for up to 12 hours. See How do I Install Patch Management Updates in GoTo Resolve?
- You can schedule installing Windows updates on remote devices to set a future time and date for the updates to be installed on those devices. See How do I Install Patch Management Updates in GoTo Resolve?
- On the Antivirus protection page, you can enable the firewall of a remote device. See Working with Endpoint Protection in GoTo Resolve.
Note: Currently, GoTo cannot detect certain firewalls, such as Windows Defender.
- View the name and status of multiple installed antivirus software. See How do I Sort Devices by Their Antivirus Details in GoTo Resolve?
- You can now select multiple alerts and acknowledge them in a batch. See How do I Manage Incoming Alerts in GoTo Resolve?
- Device groups are now available for Remote Execution jobs. See Remote Execution - Automation in GoTo Resolve.
GoTo Resolve – March 2, 2023
- You can now mask agent details from end users during support sessions. This is a company-specific setting, therefore if you are an admin of multiple organizations, you can enable this feature for each organization separately. See How to mask sensitive fields during support sessions.
GoTo Resolve – February 28, 2023
- Agents can now create end users directly from the helpdesk ticket editor. A GoTo account is automatically created for the new end user that they can access at https://myaccount.logmeininc.com/. If you also choose to send a welcome email to the end user, they will be able to sign in to the Customer Portal and track their tickets there. For information on creating end users in GoTo, see How do I Create End-Users from the Ticket Editor?
- End users who agents create from the helpdesk ticket editor, receive automatic emails. This email contains a link to the Customer Portal where they can track their helpdesk tickets. The end user may have to set up a password to access the portal. See How does a new end user set up an account?
- Helpdesk tickets provide a link to the Customer Portal - When an end user creates a helpdesk ticket from an email, Slack, or Microsoft Teams, they receive a confirmation email with the ticket's details. From now on, by clicking Visit helpdesk in the email, the user can track the ticket in the Customer Portal. The end user may have to set up a password to access the portal. See How does a new end user set up an account?
- End users can now see all their tickets in the Portal: whether those were created in the Console, Microsoft Teams, Slack, or from an email.
- When a helpdesk ticket is created for an end user from an email, Microsoft Teams or Slack, a GoTo account is automatically created unless it already exists. Users can sign in to their GoTo account at https://myaccount.logmeininc.com/, where they can view their profile and license information.
GoTo Resolve – February 15, 2023
- Zero trust authentication can be postponed for users with Free subscriptions.Users with a Free subscription can postpone setting up zero trust for up to 30 days. During this period, after users deploy five devices or an admin creates the first signature key in the organization, Free users will have to create their own signature key.The purpose of delaying setting up zero trust is to allow Free users to get oriented with GoTo before they start using this product. During orientation, GoTo uses its own signature key to provide zero trust authentication. For maximum security, Free users are recommended to use their own signature key. See What is Zero Trust?
- To simplify the support session URL, end users can now connect with agents at https://helpdesk.me/join. For information on starting remote support sessions, see Starting Instant Support Sessions.
- You can now create a helpdesk ticket for a device from the Antivirus protection page. The ticket will contain all relevant details of the device that help agents troubleshoot the device. See Working with Endpoint Protection in GoTo Resolve.
GoTo Resolve – February 8, 2023
- You can now select a whole group of devices with a single click to install Windows updates. See Working with Patch Management in GoTo Resolve.
- Improved error handling during Windows update installation - When there is an error during Windows update installation, the Windows updates page now displays Error as Update status. When you click Error, you see the reason for failure and the error code that Microsoft sent. To learn more about these errors, check out Microsoft's support site.
- Windows update availability and the status of installed patches are now updated in real-time.
- When you set up an alert for software inventory change, the name of installed and uninstalled software is now displayed in the Alerts page as well as in the email that GoTo sends.
GoTo Resolve - 2022
GoTo Resolve – December 20, 2022
- End users can now sign in to the Portal to view those helpdesk tickets that either they have created or were created on their behalf. See About the Customer Portal.
- Agents and admins can now transfer tickets to other helpdesk services, even if they are not members of those services. See How do I Transfer a Ticket to Another Helpdesk Service?
- In 'list view' of the Helpdesk page, you now have quick actions to close tickets, transfer them to another helpdesk service, or assign them to another agent. To do so, hover over a ticket and select the three dots on the right to open the quick actions menu.
- In helpdesk reports, you can now view those tickets that were not assigned to any agent during the selected date range. See Working with Helpdesk Reports.
GoTo Resolve – November 15, 2022
- You can now easily monitor and manage antivirus software from a single dashboard where you can request status updates, view a list of threats, and initiate scans. The Antivirus feature allows you to do the following:
- Monitor third-party antivirus software on devices
- Run quick and full scan on remote devices
- Update virus definition
- Turn on Real-time protection on Windows devices
- See scan reports
- Receive real-time, critical system alerts about computer health to proactively address potential issues before they become a problem. You can create the following types of alerts:
- CPU usage
- Memory usage
- Low free disk space
- Software inventory change
- Identify, approve, and deploy Microsoft Windows updates to one or more devices to keep your Windows software up-to-date and protected against threats without interrupting end users. The Windows Updates feature lets you do the following:
- Monitor Windows operating systems
- See the list of available patches and related information
- Install one or more patches to one or multiple devices
- See the status of the installation
- See Windows patch history
- Create a helpdesk ticket
GoTo Resolve – November 10, 2022
- Helpdesk tickets on the Reporting page show you how your agents perform in helping end users. remote computers. See Working with Helpdesk Reports.
- As an admin, you can use GoTo Admin to define who should receive email alerts about certain events. See How do I Set up Email Notifications in ?
GoTo Resolve – November 3, 2022
- The Reporting page of the GoTo mobile app now displays reports on support sessions. This feature requires a mobile add-on. See Working with Session Reports on Mobile.
- The Helpdesk page of the GoTo mobile app now allows you to manage the support tickets of your organization.This feature requires a mobile add-on. See How do I Work with Helpdesk Tickets on Mobile?
GoTo Resolve Desktop Console (Windows - 1.5.1.93) – October 13, 2022
- Fixed an issue that prevented the application from starting in some rare cases.
- Security improvements.
- Minor fixes and improvements.
GoTo Resolve Desktop Console (Windows - 1.5.0.91; Mac - 1.5.0.91) – October 4, 2022
- You can now switch between local and remote keyboard layouts as follows:
- On Windows, in the Desktop Console menu, go to and select a Keyboard layout.
- On Mac, in the GoTo Resolve Desktop Console menu, go to Preferences and select a Keyboard layout.
What's new in the GoTo Resolve Applet
GoTo Resolve Applet (Windows, Mac) – November 16, 2023
| GoTo Resolve Windows Applet | v1.13.0.2782 |
| GoTo Resolve Mac Applet | v1.13.0.2801 |
Fixes
- Fixed an issue when the session stuck and the applet crashed after setting Admin mode on in an attended session in MacOS Sonoma environment
- Using the Win+L keyboard shortcut in an RC session now locks the workstation as expected
- Fixed an issue, when after starting the File Manager to an unattended device the "Couldn't connect to device" or "waiting for device to connect" error messages were displayed
- Fixed an issue, when files were not deleted after uninstalling a Windows UA device causing crash in the unattended proces
- This release hosts some stability improvements and minor bug fixes
GoTo Resolve Applet (Windows, Mac) – September 12, 2023
| GoTo Resolve Windows Applet | v1.12.0.2553 |
| GoTo Resolve Mac Applet | v1.12.0.2582 |
New
- Systray icons indicating connection state: You can now easily see the connection state of your unattended device from the systray icons. The icons will have different badges depending on the status: green for connected, yellow for connecting, red for disconnected, and gray for offline.
- Re-designed About window with user guidance: The About window, which you can access from the systray icon menu, has been re-designed to provide more information and guidance. You can see the following details in the About window:
- The connection state of your device and the possible issue if it cannot connect to our backends. You can also find a link to our help article that explains how to allowlist our app in your firewall or antivirus settings.
- The version of the app that you are using and whether it is the latest available. You can also check for updates manually or enable automatic updates in the settings.
Fixes
- Fixed an issue that caused the app to reconnect multiple times and eventually shut down when repeated network errors occurred.
- Fixed an issue that caused the unattended applet to crash on startup because of a conflict between multiple services.
- Implemented other minor bug fixes and enhancements.
GoTo Resolve Applet (Windows, Mac) – July 6, 2023
| GoTo Resolve Windows Applet | v1.11.0.2369 |
| GoTo Resolve Mac Applet | v1.11.0.2421 |
Fixes
- Fixed an issue that caused the remote control process to unregister itself too fast when it could not connect to the main process on Mac computers. This issue could prevent the remote control from working properly or cause the app to crash.
- Implemented stability improvements and minor bug fixes to enhance the performance and reliability of the app.
GoTo Resolve Applet (Windows, Mac) – June 20, 2023
| GoTo Resolve Windows Applet | v1.10.0.2323 |
| GoTo Resolve Mac Applet | v1.10.0.2373 |
New
- Disabled persistent sessions in AWS: We have disabled the persistent sessions in AWS to improve the performance and security of the app. This means that the app will not store any session data on the AWS servers and will create a new session every time you connect to a device.
Fixes
- Fixed an issue that caused the ZeroTrust validation to fail if the end user who downloaded the application was different from the end user who completed the ZeroTrust flow. This issue could prevent the app from establishing a secure connection with the device.
- Fixed an issue that caused the attended session to delete the unattended applet’s registry entry if an attended session was initiated on it in Admin mode. This issue could affect the functionality of the unattended applet and cause errors or crashes.
- Fixed an issue that prevented the crash_handler reports from being generated on Mac computers. This issue could hinder the troubleshooting and debugging process of the app.
- Fixed an issue that caused old RMM modules to not be automatically deleted from the computer of the end user. This issue could cause conflicts or compatibility issues with the new versions of the app.
- Fixed an issue that caused a remote control support session to be stuck in connecting state if a Customer Attended Applet (CAA) was installed after an Unattended Applet (UA) and the session was ended on the end user side. This issue could prevent the support agent from reconnecting to the device or cause confusion about the session status.
- Fixed an issue that caused a ZeroTrust verification failed message to be shown in a remote control support session if a Customer Attended Applet (CAA) was installed after an Unattended Applet (UA). This issue could create a false impression that the connection was not secure or cause unnecessary alerts.
- Fixed an issue that caused an attended or unattended remote control support session to crash on Mac computers if the screen blanking request arrived before initialization. This issue could interrupt the support session or cause data loss.
GoTo Resolve Applet (Windows, Mac) – May 12, 2023
| GoTo Resolve Windows Applet | v1.9.4.1937 |
| GoTo Resolve Mac Applet | v1.9.4.2041 |
New
- Desktop audio capture is now available on Windows computers. However, please note that Windows 7 is not supported.
- The OS type is now sent in the provisioning call.
Fixes
- Fixed an issue when the resolution could not be set in some multimonitor scenarios.
GoTo Resolve Applet (Windows, Mac) – April 17, 2023
| GoTo Resolve Windows Applet | v1.9.3.1866 |
| GoTo Resolve Mac Applet | v1.9.3.2001 |
New
- A notification informs the agent when the screen cannot be captured in attended support sessions in user mode when the UAC window is up.
- The proper path of the Remote Terminal for macOS computers is now set.
Fixes
- Fixed an issue when screen sharing was lagging in “all-monitor” screen sharing mode.
- Fixed an issue when the session was stuck in “connecting…” mode after a reboot.
- Fixed an issue when the session kept reconnecting after having been elevated to admin mode.
GoTo Resolve Applet (Windows, Mac) – March 21, 2023
| GoTo Resolve Windows Applet | v1.9.2.1774 |
| GoTo Resolve Mac Applet | v1.9.2.1856 |
New
- Implemented a cooldown mechanism in unattended mode for scenarios when the Alerts module stops because of a crash or self-stop.
- Extended the unattended applet to handle EU region zero trust URL.
- Increased end user protection by locking devices automatically when the unattended session disconnects unexpectedly.
- End users can install a new device directly to a group.
- Reduced response time to 20 ms from 2000 ms for client mouse movements in scenarios where the agent’s mouse is blocked when we detect that someone else is also moving it on the end user side. Once the end user side stops moving the mouse, movements from the agent are re-enabled.
Fixes
- Fixed an issue when autologin did not work on Windows 11 computers.
- Fixed an issue when the remote control permission dialog box did not disappear after having clicked the Connect anyway button.
- Fixed an issue when screen sharing was unable to use proxies due to missing proxy info.
- Fixed an issue when no connection could not be established with the remote computer if it was using a weak network (<20 Mbit).
- Fixed an issue when an incorrect proxy configuration blocked connection despite applying proper allowlisting settings.
- Fixed an issue when proxy settings got stuck in unattended mode after a network change.
- Fixed an issue when empty or corrupt ‘unattended.json’ files were generated if a crash happened during save operation.
- Fixed an issue when some devices were not shown in the Devices list due to a stuck AWS certificate.
GoTo Resolve Applet (Windows, Mac) – February 16, 2023
| GoTo Resolve Windows Applet | v1.9.1.1699 |
| GoTo Resolve Mac Applet | v1.9.1.1752 |
New
- We now support company key type validation in Zero Trust.
- You can now set custom timeout dynamically to even over 2.5 hours.
Fixes
- This release introduces reliability improvements
GoTo Resolve Applet (Windows, Mac) – January 20, 2023
| GoTo Resolve Windows Applet | v1.8.0.1588 |
| GoTo Resolve Mac Applet | v1.8.0.1666 |
- Agents can now set the quality of streams and override the automatic bandwidth estimation
- Agents can now disable and restore the wallpaper to its original state on the end user's device
- Added informative and warning messages to the Windows .exe unattended installer experience:
- Provide additional information on how to enable TLS 1.2, when the end user wants to use GoTo Resolve in a Windows 7 environment.
- A pop-up message informs the end user whether the installation was successful or not
- A warning message informs the end user when installation fails due to renaming the installer file
- This release introduces proxy support and security improvements
- This release introduces various admin mode switching related and general minor bugfixes
- Fixed an issue when the macOS applet in attended sessions kept restarting until the necessary permissions were granted
GoTo Resolve Applet (Windows, Mac) – September 9, 2022
| GoTo Resolve Windows Applet | v1.7.01114 |
| GoTo Resolve Mac Applet | v1.7.0.1248 |
- Fixed an issue when the unattended installer with the .exe extension was not shown in Programs and Features after a successful installation.
- Fixed an issue when the BIOS version number was not displayed on Macs with an M1 chip running macOS Big Sur.
- Auto login feature works as expected on Server 2k16
- This release introduces other minor bug fixes and stability improvements.
Article last updated: 27 November, 2023
