FAQ

GoTo Resolve FAQs

Find answers about GoTo Resolve Beta

1

General FAQs

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You can find basic tutorials in the GoTo Resolve console by clicking the floating arrow on the bottom right. If you have issues regarding a specific feature, please contact our Product team at gotoresolvefeedback@logmein.com for support.
GoTo Resolve is GoTo’s new all-in-one IT management suite purpose-built for small businesses. GoTo Resolve will bring together GoTo’s world-class remote access, management, and support solutions into an integrated IT offering along with a modern conversational ticketing and support interface. Over time, GoTo Resolve will provide additional value-added functionality such as lightweight IT automation, endpoint security, device monitoring, and more.
Are you seeing an "Email already in use" error message? You may already use one of our products and have an account on logmeininc.com. Please sign in, then complete the beta registration process. Your email may already be enrolled in the beta. If that's the case, please sign in to GoTo Resolve.
If you still experience issues, contact our Product team at gotoresolvefeedback@logmein.com for support.
The following GoTo Resolve features are available in the Beta version:
  • Clientless remote support
  • Unattended remote access
  • Multi-session handling
  • Reporting
  • Mobile remote support
  • Camera share
  • Ticket portal for Admin and agent
  • Ticketing integration with Microsoft Teams (enables employees to create tickets from Teams)
  • Unified admin center
  • ITSM integrations
  • Multi-agent support (in progress)
  • Device groups (in progress)
  • Agent mobile application on iOS and Android (in progress)
  • Screen blanking (in progress)
You will have access to the GoTo Resolve Beta version until 30 days after General Availability (currently planned for Q1 2022). At that time, you will be transitioned to a GoTo Resolve free subscription or you can choose to purchase a paid subscription.
The Beta period will end 30 days after General Availability of GoTo Resolve, which is currently planned for Q1 2022.
30 days after the Beta period ends, your GoTo Resolve subscription will be converted to a free subscription that gives you access to a subset of features only. Alternatively, you can choose to purchase a paid subscription.
Yes.
We are continuously developing the product and, as with all Beta programs, there is a risk of some data being lost during or after the Beta period ends. However, we notify you prior to any potential data loss.
You can sign in to the GoTo Resolve Agent Console at https://console.gotoresolve.com/
You can access the Admin Center at https://admin.goto.com/
From the GoTo Resolve console, you can also select your profile icon in the top-right corner and select “Manage your organization” from the drop-down menu.
You can have up to five agents during the Beta period.
You can add agents from the Admin Center. To do so,
  1. Sign in at https://admin.goto.com/.
  2. Go to People > Users and click Add User.

For more information, see https://support.goto.com/admin/help/how-do-i-add-a-user.

No. You can have an unlimited number of support sessions and devices.
No. GoTo Resolve is a new separate application. It coexists with other GoTo software.
If you’d like to add an additional user to your account, please follow the instructions above. If you know someone from a different organization who would like to get an account, please email gotoresolvefeedback@logmein.com.
No.
Participating in this Beta will not impact your current solution and will not change our continued support of it.
No. At the end of the Beta period you will be automatically transitioned to a free subscription or will have the option to purchase a paid subscription.
These minimum hardware, browser, and network configuration requirements apply to computers that GoTo Resolve agents use to support their customers.

Browser Requirements

  • Desktop - The latest version of Chrome, Firefox or Safari.
  • Android - The latest version of Chrome.
  • iOS - The latest version of Safari.

Desktop Console Requirements

  • Windows
    • Windows 7 with SP3 or above
    • Intel Pentium 4 processor (or above) that supports SSE2
    • 4GB RAM
  • macOS
    • macOS 10.13 and above
    • 4 GB RAM
Go to https://status.logmeinremotesupport.com/# and subscribe for updates.
During the beta period, GoTo Resolve is available in English only; more languages will be added after General Availably.

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2

Ticketing FAQs

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You can find instructions on how to add GoTo Resolve app to Microsoft Teams in the Admin Center.
  1. Sign in to the Admin Center at admin.goto.com.
  2. Go to Settings > Helpdesk.
  3. On the System settings tab, click the Learn mote about the GoTo Resolve Microsoft Teams integration link.
  4. Follow the instructions in that document.
  1. Sign in to the Admin Center at admin.goto.com.
  2. Go to Settings > Helpdesk.
  3. On the Helpdesk services tab, click Add servicing group.
No.
Not yet, but it is expected in future versions.
Not yet, but this is on our short-term roadmap.
Not yet, but this is on our short-term roadmap.
Our current roadmap includes email, portal, and Slack channels for ticket submission.

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3

Support and Feedback

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During the Beta period, please reach out to our Product team at gotoresolvefeedback@logmein.com for support and we’ll respond within 24 hours on business days.
During Beta, we are continuously building our support content so we do not have feature-level tutorials available at this time. You can find basic tutorials in the GoTo Resolve web console by clicking the floating arrow on the bottom right. If you have issues regarding a specific feature, please contact our Product team at gotoresolvefeedback@logmein.com for support.
We love feedback as it is considered for future improvements of GoTo Resolve. You can send your feedback to our Product team at gotoresolvefeedback@logmein.com
We will provide in-product notifications and emails to keep you informed. We plan to add several features between now and general availability, so keep an eye out!
Yes. You can find the GoTo Resolve support site at https://support.goto.com/resolve.

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