What's New in GoTo Resolve
Stay up to date on the latest features and updates for GoTo Resolve.
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.
- You can now add devices to specific device groups by selecting a group first.
GoTo Resolve Applet (Windows - 220.127.116.116; Mac - 18.104.22.1681) – 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.
Note: This is a beta feature and currently undergoing changes until its official release. The feature is available to the participants of our closed beta program only.
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 Windows 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 Windows 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 End-user 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 End-user 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 End-user 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 End-user 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 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 Windows Updates 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 - 22.214.171.1248; Mac - 126.96.36.1996) – 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 End-user 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
- 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
- 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
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 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 - 188.8.131.52) – 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 - 184.108.40.206; Mac - 220.127.116.11) – October 4, 2022
- You can now switch between local and remote keyboard layouts as follows:
- On Windows, in the Desktop Console menu, go to 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 - 18.104.22.1684; Mac - 22.214.171.1248) – 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.
GoTo Resolve – August 2022
- The file manager has the following new features:
- You can now select multiple files to copy or delete them.
- You can drag-and-drop files to copy them between the remote device and the local computer.
- You can drag-and-drop files to the remote device from external sources, such as Windows File Explorer.
- Keyboard shortcuts make it easier to use basic file manager features, such as copy and delete files.
- Users in Member role have restricted access to zero trust features. These users can create zero trust keys, change their signature key, and create a recovery key. Users in Admin or Super Admin role have full access to zero trust features. See What is the relationship between zero trust and user roles?
- You can now add attachments to a helpdesk ticket when you add a comment to the ticket. To do so, click Attach files and browse to a file on your computer. See How do I Attach Files to a Ticket in the Console?
- You can now filter helpdesk tickets directly on the Home page of the GoTo Resolve Slack app. To do so, select the GoTo Resolve app and on the Home tab click Filter Tickets. To set up the GoTo Resolve to work with Slack, see How do I Set up Slack to Work with GoTo Resolve?
- With Remote Execution, you can now install the GoTo app to your remote devices. See How to Install the GoTo app on Remote Devices.
- In the GoTo Resolve Console, you can now view the list of remote support sessions started from a ticket. You can also manually add support sessions to the session history. See How do I Manage the Session History of Tickets in the Console?
GoTo Resolve Applet (Windows - 126.96.36.1991; Mac - 188.8.131.522) – July 28, 2022
- This release introduces minor hotfixes.
GoTo Resolve – July 2022
- In Remote Execution, you can now install Windows applications on remote computers. See How to Install and Update Apps with Windows Package Manager (Winget).
- You can now add, remove, and change the default columns on the card view of the Helpdesk page. See How do I Monitor Tickets in the Console?
- You can now add tags to better identify helpdesk tickets both in card view and list view. See How do I Add Tags to Tickets?
- Use the search bar at the top of the page to search in the subject of helpdesk tickets.
- Agents now receive a notification in the Console when a ticket is created or updated.
- You can restrict admins' access to helpdesk tickets. By default, all admins have access to every helpdesk service added to your organization. By removing an admin as a member of a specific helpdesk service, that admin will no longer have access to the service in the Console. This also means that restricted admins who are not members of a specific helpdesk service will no longer see the tickets created in that helpdesk. A restricted admin can still make changes to the helpdesk settings in GoTo Admin.
To remove an admin from the members of a helpdesk service, see How do I Edit Helpdesk Services?
- In Remote Execution, you see a notification when an uploaded file was signed with a signature key that is no longer valid. This is relevant for re-running jobs that include file distribution or file management steps.
- In Remote Execution, trusted or pre-defined steps (where you cannot edit the script) are signed and verified by GoTo for you. When you see a Signed step label under a Remote Execution step, you can be sure that no one else could modify the script's content.
Note: When you do not see that label, you still have nothing to worry about. It only means that the exact script that you've created will run on your remote computers once you sign the Remote Execution job with your zero trust signature key.
- Email notifications that end-users receive about their helpdesk tickets now include a history of changes made to the ticket. This allows them to track the progress of their issue.
GoTo Resolve – June 29, 2022
- You can now set up and manage remote support sessions when the user is not present on Android devices. For more information, see Setting up Mobile Devices and Activating the Samsung Knox License in the Mobile App.
Note: These support features depend on an account-level setting that must be enabled in the GoTo Admin platform.
- You can now transfer support sessions or invite other agents to collaborate and resolve issues faster. For more information see Transferring a Support Session to Another Agent and Inviting Another Agent to an Ongoing Support Session.
- You can now open a fully functional command prompt (Windows PowerShell or Terminal on mac) in GoTo Resolve. For more information see Opening the Remote Terminal.
GoTo Resolve – May 27, 2022
- It is now easier to create new helpdesk services and ticket categories:
- A link to the relevant page of GoTo Admin has been added to the bottom of the helpdesk service drop-down to create new helpdesk services.
- On the Ticket details page, a link to GoTo Admin has been added to the bottom of the Category drop-down to create new helpdesk ticket categories.
- The file manager allows you to perform the following file and folder operations on your Pro devices, on both Windows and Mac:
- Copy, delete, and rename files and folders
- Download files from the managed device to your computer
- View the properties of a file, such as when it was created or last updated
File manager runs in the background and does not require a remote control session. See How do I Open File Manager in GoTo Resolve?
- Your devices have been re-categorized. Standard devices are now called Lite; whereas Preferred devices are now Pro devices. To learn what you can do with Pro and Lite devices, see What are Pro devices?.
GoTo Resolve – May 24, 2022
- Agents and admins can now use the PKG installer to add Mac devices in bulk to your GoTo Resolve account. Mass deployment requires zero trust authentication. See Setting up Devices.
- You can group Remote Execution steps in a collection and save it as a template to run later. See How to Save Steps as a Template in Remote Execution.
- In Remote Execution, you can now install Windows applications on remote computers. See How to Install and Update Apps with Windows Package Manager (Winget).
GoTo Resolve – May 11, 2022
- 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?
- 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?
- Agents receive an email whenever there is a change in their signature keys. For example, when a key is approved or deleted.
- 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.
- 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?
- In card view on the Helpdesk page, you can now drag-and-drop a ticket to another column to change its status.
- You now receive an email when a helpdesk ticket is created in your company.
- 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.
- 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.
- 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?
- Zero trust's history page now contains additional operations, such as creating a recovery file.
- Zero trust key management performance has been improved
GoTo Resolve Integrations – May 5, 2022
- 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.
- You can now add multiple companies to a GoTo Resolve account and work with those in the GoTo Resolve app for Microsoft Teams.
Note: 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 - 184.108.40.2063; Mac - 220.127.116.112) – May 5, 2022
- MacOS mass deployment support for premium and trial users
- 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
- 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.
- 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.
- Remote Execution automatically installs or updates PowerShell on those devices where PowerShell does not have latest major version. See Remote Execution - Automation in GoTo Resolve.
GoTo Resolve – April 28, 2022
- 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.
- 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
- 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
- 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:
- Google Play Store (Android)
- App Store (iOS)
GoTo Resolve – March 2022
- You can now create a helpdesk ticket from an email. See How do I Create a Ticket from an Email?
- You can create the following new automation steps in Remote Execution:
- 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 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.