HELP FILE

What's New in GoTo Resolve

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

    GoTo Resolve – May 11, 2022

    New!

    Create a recovery file to reset your own signature key
    When you have a signature key, you can also create a recovery file that allows you to reset your signature key. See How do I Create a Recovery File?
    Setting signature key prompt frequency
    You can now define how often GoTo Resolve should prompt you for your signature key. See How do I Approve or Reject Another Agent's Signature Key?
    Email notifications about zero trust-related changes in your account
    Agents receive an email whenever there is a change in their signature keys. For example, when a key is approved or deleted.
    Brand new page added to manage your signature key and recovery file
    There's a new key management page, where you can create a recovery file or change your signature key. To see this page, on the Manage zero trust page, select Manage my keys at the top of the page.
    Additional verification code introduced when approving another agent's signature key
    When you create a new signature key, you'll get a verification code. The admin who approves your signature key request will ask for this code. See How do I Set up Zero Trust Authentication?
    Drag-and-drop helpdesk tickets in card view
    In card view on the Helpdesk page, you can now drag-and-drop a ticket to another column to change its status.
    Email notifications when helpdesk tickets are created
    You now receive an email when a helpdesk ticket is created in your company.
    Start a support session in the Console from a helpdesk ticket
    In the Console, you can now start a support session directly from a helpdesk ticket. To do so, on the Helpdesk page, open a ticket and click Start support session in the toolbar on the right.
    Pagination added to the Helpdesk page
    In list view on the Helpdesk page, you can now select how many tickets to display on a page and use the arrows to navigate between pages.
    Quick view of applied filters on the Helpdesk page
    On the Helpdesk page, you can now view and remove the applied filters above your helpdesk tickets. See How do I Monitor Tickets in the Console?

    Improved

    • The history now contains additional operations, such as creating a recovery file.
    • Zero trust key management performance has been improved

    GoTo Resolve Integrations – May 5, 2022

    New!

    Slack integration now available
    End-users and agents can both use the GoTo Resolve app in Slack to provide and receive ticket-based support. The following features are available in Slack:
    • Direct messaging in Slack - When you edit an existing ticket in Slack, the relevant agents and end-users are notified about the change in their support ticket.
    • Fast ticket creation - Create and edit tickets directly from Slack.
    • Agent tools - Agents can assign tickets to themselves, start remote support sessions, and add comments to existing tickets.

    For details, see Working with Slack as an Agent.

    Multi-company support in the GoTo Resolve app in Microsoft Teams
    You can now add multiple companies to a GoTo Resolve account and work with those in the GoTo Resolve app for Microsoft Teams. Each company can now be connected to specific Microsoft Teams workspaces, giving you the option to support multiple companies in Teams separately. For more information, see How do I Link a Helpdesk Channel to a Specific Organization in Microsoft Teams?

    Multi-company support is also available in the GoTo Resolve app for Slack.

    GoTo Resolve Applet (Windows - 1.3.1.663; Mac - 1.3.1.842) – May 5, 2022

    New!

    MacOS mass deployment support for premium and trial users

    Improved

    • Fixed an issue when files transferred from a local computer to a remote one in a remote control session could not be moved or deleted on the remote computer.
    • Fixed an issue when the support session did not reconnect after the remote computer had been rebooted in an unattended session.
    • Fixed an issue when not all the devices were shown in the Devices page if the search was filtered to the logged in user.
    • OpenSSL is now updated to 1.1.1n in the client application
    • Basic auth and forward proxy protocols are now supported

    GoTo Resolve – May 4, 2022

    New!

    MacOS support in Remote Execution
    You can now run 20 Remote Execution steps on Macs. You can select the platform (Windows or Mac) for your automated scripts when you create a new job. See How to Run an Automated PowerShell, JavaScript, or Python Script.
    Run scripts from a template in Remote Execution
    You can now create step collections as save them as a template to rerun later on your devices. See How to Save Steps as a Template in Remote Execution.
    Create a favorites list in Remote Execution
    You can add your most frequently used Remote Execution steps to your list of favorites. On the Create job page, hover over the name of a step and select the star icon. Favorites are listed at the top. See How to Add Steps to Your Favorites in Remote Execution.

    Improved

    • Remote Execution automatically installs or updates PowerShell on those devices where PowerShell does not have latest major version. See Remote Execution.

    GoTo Resolve – April 28, 2022

    New!

    Embed the PIN entry page into your website
    You can now embed a PIN entry input field to your help center article. You cannot customize this PIN entry field this time. Available with Standard subscriptions only.

    Improved

    • Agents now receive better guidance on how to use the most frequently used GoTo Resolve features. For example, agents see more details about the next steps when starting a remote control session.

    GoTo Resolve – April 22, 2022

    Improved

    • Previously selected monitor was displayed after selecting all monitors in Safari
    • Incorrect text was displayed in the Admin mode dialog
    • Icons on agent-side toolbar collapsed during camera share session
    • Camera share did not start on desktop device without mobile add-on

    GoTo Resolve – April 8, 2022

    New!

    Agent mobile app

    The GoTo Resolve Agent mobile app by GoTo empowers support agents with the flexibility and reliability they need to support their end-users anytime, anywhere. This release introduces Quick View on the Device Page and offers Reporting features.

    Download the GoTo Resolve Agent app from:

    GoTo Resolve – March 2022

    New!

    Create Helpdesk ticket from email
    You can now create a helpdesk ticket from an email. See How do I Create a Ticket from an Email?
    Additional Remote Execution steps
    You can create the following new automation steps in Remote Execution:
    Zero trust menu relocated
    You can now find zero trust settings by clicking your profile picture and selecting Manage zero trust. See What is Zero Trust?

    GoTo Resolve – February 2022

    New!

    Freebies for free users
    As a free user, you can now use three freebies per month to access functions that are available in a mission-critical situation, such as remote controlling a device. See How do Freebies Work?

    GoTo Resolve – February 2, 2022

    This is the initial general release of GoTo Resolve.

    Welcome to GoTo Resolve, your all-in-one IT management suite purpose-built for today's IT support challenges. For a brief overview of available features, see What is GoTo Resolve?

    LogMeIn is now GoTo – February 2, 2022

    We've relaunched our brand with a fresh look and feel! But don't worry – you'll still find everything in its usual place. Learn more.