You can find answers to the most frequently asked questions in connection with GoTo Resolve in this article.
What do I need to do to get started with GoTo Resolve?
What is GoTo Resolve?
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. GoTo Resolve also provides additional value-added functionality such as lightweight IT automation, endpoint security, device monitoring, and more. See What is GoTo Resolve?
What won't you find at this support site?
This support site provides information about GoTo Resolve only. Yes, it's Resolve by name, but no, you won't find resolutions for issues related to other GoTo products here. When you have a problem with another GoTo product, like Rescue, Central, GoToMeeting, GoToConnect, or Hamachi, please visit the GoTo Support Center.
Where do I access the GoTo Resolve Console?
You can sign in to the GoTo Resolve Console at https://console.gotoresolve.com/
Can't log in to GoTo Resolve.
If you have trouble signing in to your account, please see the following articles:
Where do I access GoTo Admin?
GoTo Admin is where admins can perform basic account setup, such as adding new users to an account, set up helpdesk services for ticketing, and configure remote support settings. You can access GoTo Admin at https://admin.goto.com/
From the GoTo Resolve console, you can also select your profile icon in the top-right corner and select GoTo Admin from the drop-down menu.
Can customers access GoTo Resolve?
Yes. In the Customer Portal, they can create and track their helpdesk tickets, join a support session, and ask for support with Helpline. Any user who was created from GoTo Admin, or while creating the first helpdesk ticket either from an email or from Microsoft Teams, can sign in to the Customer Portal.
How do I add additional agents?
Can I import my managed devices (unattended machines) from my existing account, for example from GoToAssist, Rescue, or Central?
Will I be charged automatically when the trial period ends?
No. At the end of the trial period you will be automatically transitioned to a free plan or will have the option to purchase a paid plan.
Can I set up multiple accounts with GoTo Resolve?
To begin with, there's a difference between a product account and a company in GoTo Resolve. If you support multiple companies or organizations, you only need a single GoTo Resolve account where you can switch between your supported companies. You can have multiple product accounts as well, but you cannot migrate data from one account to another.
You may also consider using a trial account for testing purposes and then create another paid or free account when you learn how to use GoTo Resolve. However, to avoid potential setup issues with, for example, helpdesk services, it is recommended to continue using your original account and upgrade it to a paid account as you see fit.
What are the system requirements of GoTo Resolve for agents?
These minimum hardware, browser, and network configuration requirements apply to computers that GoTo Resolve agents use to support their end users.
- 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
Important: Operating systems using X86 framework and Windows 10 versions prior to Win 10 1809 will not be supported after September 1, 2023.
- Windows 7 SP3 or above
- Intel Core processor (or above) that supports SSE2
- 4GB RAM
Important: Operating systems older than macOS BigSur (11) will not be supported after September 1, 2023.
- macOS 10.13 and above
- 4 GB RAM
Are there any special system requirements for specific features?
Where can I see the service status of GoTo Resolve?
Go to https://status.gotoresolve.com/ and subscribe for updates.
What languages does GoTo Resolve support?
GoTo Resolve is available in English, German, French, Italian, Spanish, and Brazilian Portuguese.
What is zero trust?
Zero trust is an authentication service in GoTo Resolve that offers enhanced security when remote controlling a device, deploying unattended devices, and running PowerShell scripts on your devices. Zero trust is different from multi-factor authentication. For more information, see What is Zero Trust?
How do I enable ticketing in GoTo Resolve?
- Create helpdesk services in GoTo Admin.
- Add the GoTo Resolve app to Microsoft Teams.
- Set up channeling so that agents receive your employees' tickets.
Want to cancel your subscription?
To cancel your GoTo Resolve subscription, please select Contact Support in this article. Our Customer Care Team will be happy to help you. Online cancellation is not available for GoTo Resolve at this time.