HELP FILE

General FAQs

    What do I need to do to get started with GoTo Resolve?

    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, feel free to browse our Community page.

    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. Over time, GoTo Resolve will provide 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/

    Where do I access the GoTo Resolve Admin Center?

    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.

    How do I add additional agents?

    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.

    Can I import my managed devices (unattended machines) from my existing account, for example from GoToAssist, Rescue, or Central?

    No.

    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 subscription or will have the option to purchase a paid subscription.

    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
    • Windows

      • Windows 7 SP3 or above
      • Intel Core processor (or above) that supports SSE2
      • 4GB RAM
    • macOS
      • macOS 10.13 and above
      • 4 GB RAM

    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, and Spanish.

    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?

    There's an entire FAQ about ticketing (a.k.a. helpdesk). You can also take a deep dive into setting up ticketing in your Microsoft Teams or Slack environment. Essentially, you have to do the following:
    1. Create helpdesk services in the Admin Center.
    2. Add the GoTo Resolve app to Microsoft Teams or Slack.
    3. Set up channeling so that agents receive your employees' tickets.