What's New in GoTo Resolve

Stay up to date on the latest features and updates for GoTo Resolve. 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.

GoTo Resolve – September 27, 2023

We are excited and proud to announce the public availability of the new Asset Management solution in GoTo Resolve as of today. GoTo Resolve 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 – June 27, 2023

GoTo Resolve 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 Resolve 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.
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 in GoTo Admin?
You can now add devices to specific device groups by selecting a group first. See What are device groups?

GoTo Resolve Applet (Windows - 1.9.3.1866; Mac - 1.9.3.2001) – April 17, 2023

A notification informs the agent when the screen cannot be captured in attended support sessions in user mode when the UAC window is up.
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
Set the proper path of the Remote Terminal for macOS computers

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 Antivirus in GoTo Resolve.
Note: Currently, GoTo Resolve 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 Resolve, 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 Resolve before they start using this product. During orientation, GoTo Resolve 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 Antivirus 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 Resolve sends.

GoTo Resolve Applet (Windows - 1.8.0.1588; Mac - 1.8.0.1666) – January 20, 2023

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 – 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
See Working with Antivirus in GoTo Resolve.
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
Admins are notified in an email when an alert is triggered. See Working with Alerts in GoTo Resolve.
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
Keeping the operating system up to date increases the level of security. See Working with Patch Management in GoTo Resolve.

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 Resolve 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 Resolve 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 File > Preferences and select a Keyboard layout.
- On Mac, in the GoTo Resolve Desktop Console menu, go to Preferences and select a Keyboard layout.

GoTo Resolve and GoTo Resolve Applet (Windows - 1.7.0.1114; Mac - 1.7.0.1248) – September 9, 2022

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 September, 2023