LogMeIn Resolve

Vorteile

Das Programm ist recht übersichtlich, sobald man Gruppen für die Geräte eingetragen hat.

Nachteile

Es gibt noch immer viel was nicht funktioniert:- Sitzungen beenden sich nach einem recht kurzen Zeitraum von selbst- Wenn man zwischen Sitzungen hin und herwechselt wird eine der Sitzungen immer neu geladen, was teilweise sehr lange dauert- Teilweise startet der Dienst nicht korrekt, was dazu führt dass man nicht auf das gewählte System zu greifen kann. Besonders bei Serversystemen ist das ungünstig, da man anderweitig auf das System zugreifen und den Dienst neu starten muss- Gelegentlich wird das Programm nicht korrekt auf dem Endgerät installiert. Die Installation wird ausgeführt, aber das Programm ist dennoch nicht auf dem Rechner. Erst bei erneuter Installation taucht es auf- Innerhalb einer Remote Sitzung gibt es oft Probleme mit Sonderzeichen wie @ oder \ da sie sich nicht eintippen lassen- Bei der Nutzung der Browserversion gibt es für Firefox oft das Problem, dass die Zwischenablage trotz gegebener Berechtigungen nicht möglich ist. In Chrome scheint dieses Problem seltener aufzutreten- In sämtlichen Browsern wird bei der Option zur "Daten Verwaltung" lediglich ein leeres Fenster statt dem Dateimanager geöffnet. Eine Übertragung von Daten ist so nicht möglich

Vorteile

GoTo Resolve the work software that we rely most heavily upon. Naturally, we employ it to provide on-demand customer support. However, we also rely on it to remotely access a computer or a server when it has to be used without surveillance.

Nachteile

Updating or uninstalling the previous version using the Control Panel is required before re-establishing a remote connection to a previously linked device. Recently, this issue has become increasingly challenging, and after months of attempting to rectify it, we've decided to look into other remote support software.

Vorteile

GoTo Resolve offers me a lot of tools to manage our company's IT resources and provide real time support to our users. Having information such as what operating system a computer is running, who is currently logged in, and what the computers resource usage is on my control panel has been a great help in providing support.

Nachteile

The two biggest issues I've encountered is GoTo Resolve is a bit more resource hungry when providing remote support compared to other remote desktop solutions. Some of our older machines run extremely slowly when I'm using it to remote in. Additionally if the GoTo Resolve client on a machine decides to stop it can be a pain instructing a user how to restart it and is usually easier to tell them to reset the entire machine. The GoTo Resolve client handles users changing poorly which is usually when the client crashes.

Vorteile

The customizable ticketing system and real-time reporting are excellent features. It's made our workflow so much smoother.

Nachteile

The user interface could use some improvement to make it more intuitive. Also, the mobile app needs more functionality and better navigation.

Vorteile

This app has proven to be a valuable addition for our organization's technical support needs. Its user-friendly design ensures that even non-technical staff can navigate it with ease.

Nachteile

I haven’t found any issues, and it delivers everything as promised. It’s a reliable tool that I can confidently recommend.

Vorteile

The software is user-friendly and helps me efficiently manage customer requests.

Nachteile

I wish there were more customization options for ticket organization and reporting capabilities.

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Vorteile

I like what was described to us as a selling point, ticket system, integrated with Teams, inventory management, ease of use, etc.

Nachteile

It's a task getting it implemented, we have a free trial account that cannot be deleted so we cannot contact support and open a ticket as it wants us to pay even though we have paid several thousand dollars up front for the year. It's not easy to configure, the ticket system is iffy at best and they don't even know how to help you configure it themselves.

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Warum LogMeIn Resolve gewählt wurde

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Vorteile

Didn't have to pay for it, the company is paying for the licensing.

Nachteile

Not being able to remote into an end-user's system while they were having a problem.

Vorteile

The file transfer option is a bit more intuitive than GoToAssist (GTA), and the amount of information presented about the remote system is quite helpful. With the new Patch Management screen we can see what remote systems require updates easily (though we don't install them via GoToResolve).

Nachteile

Certain areas of the system do not work consistently, such as Alt-TAB, when connected remotely. Several features which were in GTA are not present within the product, such as Group Name in reporting download, ability to install during an Attended Session, option to remotely power on a PC (though this was intermittent with GTA). We have also found that the product is not as stable as GTA and often times out a session or fails to connect, for no reason. The process for a user to download and install an Attended Session is not as intuitive and simple as GTA. The inability to allow multiple support staff to join the same Unattended Session.

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Vorteile

I first came across this product when we were shopping for a more secure and budget friendly solution, in order to provide remote tech support for our student body and employees. GoToResolve has been a phenomenal tool and our technicians say its very user friendly and fluid.

Nachteile

One thing that I did not like, is its ticket system. I manage our current platform (Freshdesk) and have been looking for alternatives. I really hoped GoToResolve would fit all of our needs, because I would love an "All in one" solution. Perhaps in the future they may bring a more robust ticket system.

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Vorteile

Seamless remote access and user friendly interface

Nachteile

Poor Apple device support. A little pricey compared to competitors

Vorteile

The software is built on Citrix's secure, high-performance infrastructure, ensuring that support sessions are fast, stable, and secure. It also offers 24/7 support, so users can get help whenever they need it.

Nachteile

software's user interface is too simplistic and lacking in advanced features.

Vorteile

easy to deploy. Easy to use. Can see if a user is active before connecting.

Nachteile

The only con I can think of is that users can uninstall the tool. This should have a password to uninstall.

Vorteile

Has every feature you will need to manage PCs from remote or WFH users.

Nachteile

Extremely high CPU usage as a support user. Leaving this app open all day slows even high-end PCs to a crawl.

Vorteile

It makes troubleshooting so much easier. Its very easy to use as well.

Nachteile

I haven't ran into any cons so far when using this product.

Vorteile

We have tried many different remote softwares and Go To Resolve is the most thorough and the easist to use. It is so easy to walk a user through the setup/connection process. The tech can even see which step of the process the user is on during the setup.

Nachteile

We have not run into any issues or missing features we would like to have in the product.

Vorteile

Very easy to install on our new computers, and immediately able to give out computers and work on lingering onboarding tasks in time.

Nachteile

Not much - so far really great for our teams.

Vorteile

Love it! Works well with macs as well! Its handy!

Nachteile

N/A I had no issues with it so far! its super handy!

Vorteile

When GoTo resolve works, it works seamlesless. The ease of use for the users is great and the chat box allows for easy communication.

Nachteile

I have run into multiple issues when trying to connect to a users machine. Specifically on Mac, some users need to change the accessibility settings for GoTo in the systems settings, but they do not have admin credentials to allow the change. This makes GoTo unusable at times.

Vorteile

User friendly and very helpful for troubleshooting.

Nachteile

No Cons. I feel it is very easy to use and elderly people are able to use easily.

Vorteile

The feature that I like the most would be the group of unattended computers you can create so you can easily connect when needed. There's also an option to have one-time remote session if the computer is not yet in the list. Asking for user's permission to connect is equally important. Multiple remote sessions are also allowed which is somehow another feature that I like.

Nachteile

I don't like the way they license the app. It only allows one user at a time.

Vorteile

Whether during normal times or pandemic times, our IT department has to do a lot of remote sessions to help our end users. I've used a number of other products for this but GoToAssist has the most features and consistently works the best. The fact that you can easily hop on with someone that has the agent installed or direct them to a site to download it if they don't is great. The fact that you can work with a user and the session will almost always stay connected, even if the machine is rebooted, is crucial when you're working in an IT capacity. There are very few limitations when it comes to being able to control everything whereas many other products won't let you control many of the system components of Windows. I also love features like changing between multiple screens the user may have and file transferring.

Nachteile

The agent doesn't always install properly and it can be a little difficult to push out to many users sometimes. Recently there have been some issues with devices duplicating in the console for seemingly no reason.

Vorteile

There are many remote support tools, but GoToAssist is the simplest of all the tools. There's no bloatware, like other 'team viewing' software, there's just a simple installer for both agent and user. The usability makes it something that I can use every single day, as well as all of my team too. I've never had a disconnection based on the software, only on the user's connection speed being an issue. The best part is that it's almost completely seamless with yoursupport business.

Nachteile

It may sound silly, but I'd like a way to keybind an F-key or something to a "Start Support Session", and having the support URL saved to my clipboard automatically when a new session is started. It's the little things, but there's not much to complain about with GoToAssist.

Vorteile

It works perfectly for the purpose created, supporting the customers remotely. One of the main things I like is when you restart the customer's computer, this tool let you stay connected when the computer boot up again.

Nachteile

Sometimes the connection is not so stable. This is an app that must be installed in customer's computer and insert password. With other similar tools goes smoother because there are web app options with no passwords whatsover.

Vorteile

Of all of the remote software I've used, including Teamviewer, VNC, and Webbex support, this makes it easiest for the end user to join a session and has the nicest user interface for the supporter. You can either direct the user to a simple URl where they will be asked to enter the session code to join a session or, you can send them the direct Url to your session where they simply install the agent and relax. Nothing much to go wrong in the setup process. The sessions feel just like sitting at the computer and mimic the Windows RDP experience. No lag, no bugs, just a great piece of software.

Nachteile

The price is a bit higher than other solutions and you don't need this if you have a windows environment that is all on the same network or routable via VPN.

Vorteile

Its capability to seemlessly connect after rebooting the end machine. Also it can collect a lot of info from the console regarding the end machine

Nachteile

It should have a feature to connect to a machine whenever we want. Like a utility that can be installed on a machine then we can connect to the end machine without need of a user to run anything there.

Vorteile

The ability to contact customers with my cell and not let them get my personal number and be able to turn it on and off

Nachteile

Forgetting to turn it off and get calls when off work

Vorteile

La gestion d’incident , résolution prise en main création de groupe déploiement facile de client

Nachteile

Avant il y avait GoTo assist on ne peut plus séparer les éditions

Vorteile

GoTo Resolve gives us the solution we need for remote employees to connect to PCs in office

Nachteile

GoTo Resolve experiences some latency issues every now and then

Vorteile

The software is user-friendly and has helped improve our response time to customer inquiries.

Nachteile

There is room for improvement in the reporting and analytics features, which would be beneficial for tracking performance and identifying areas for improvement.

Vorteile

After successfully saving our client's computer on GTR, we gained convenient remote access and deeper control. Now, we can use the command prompt without needing the client's cooperation.

Nachteile

Saving and installing files on a client's computer can sometimes be challenging. Occasionally, the installation may not work, while other times it will function properly.

Vorteile

One of the things I liked most about GoTo Resolve was its robust ticketing system and incident management capabilities. The software provided a centralized platform to track and prioritize support tickets efficiently. The ability to customize ticket fields and workflows allowed for tailoring the system to specific business needs. Additionally, the integration with knowledge base articles and documentation made it easy to access relevant information and provide quick resolutions to customer issues. The collaboration features, such as internal notes and assignment tracking, further enhanced team productivity and communication.

Nachteile

One aspect I liked least was the limited reporting and analytics options. Although the software provided basic reporting functionalities, there were certain instances where more advanced analytics and visualizations would have been beneficial. Having more flexibility in generating custom reports and gaining deeper insights into ticket trends, agent performance, and customer satisfaction metrics would have added value to the overall experience. More robust reporting capabilities would have enabled better decision-making and continuous improvement of support operations.

Vorteile

The interface is very user friendly. Great customer service and prompt replies.

Nachteile

I don't have any cons to say with my experience so far!

Vorteile

la gestion et la classification des ticket et l'intégration à TEAMS est pratique

Nachteile

la prise en main à distance et moins facile à utiliser que l'était go to assist pout la prise en main sans surveillance go to resolve ne fonctionne pas sur des client en Windows 7 se qui peut encore arriver

Vorteile

The ease of use to be able to remote devices, with or without users at the device, as long as their is internet available on the target device. Also, seeing device resources in the Go To Resolve admin portal is useful.

Nachteile

Reporting is limited and a feature which auto cleans up devices, freeing up licenses if they have not been seen for "x" amount of days(to be dictated by the customer).

Vorteile

GoTo Resolve is quickly adding features and expanding it's product offering, remote support and remote PowerShell tools work very well.

Nachteile

As an early adopter we have experienced a few bugs which resulted in temporarily dipping back to a previous GoTo product for remote support. Layout changes are also happening very frequently which may become a nuisance.

Vorteile

Intuitive, easy too use, easy to change to admin mode

Nachteile

Explain user on how to use it. The need to download and than start the program manually which is sometimes not obvious for the users

Vorteile

the new features are great and do make life somewhat simpler

Nachteile

the added password popup for admin features, but hey, its an extra security step so good really

Vorteile

The remote session aspect seems to run well and it is easy to elevate the session as an admin, switch between monitors, and use the chat while in the session.

Nachteile

When remoting into Macs, the first session doesn't work 50% of the time, it gets stuck connecting. To get around this, I always start a session, end that session, start a 2nd session, and then send that invite to the user. By doing this, I have no issues.

Vorteile

License model is straight forward. We can use GoToResolve in the Browser or in the App.

Nachteile

WebConsole makes it sometimes hard to connect to a remote support session. This is also depending on our Intune managed devices environment.

Vorteile

Best Tool for remote support, for chat and sending files

Nachteile

We can take remote session with admin upgrade, Chat, share files.

Vorteile

It was easy to use and very pretty to look at . I like the color combination and I lie that the other employees that I remote control the PC also trust the product and so it is easy to finish work.

Nachteile

Sometimes when the internet of the user on the other end is slow. It's not moving any longer. So that is sad.

Vorteile

After the unattended has been given GTR is much better, it is really to use and allows you to easily do a remote at ease

Nachteile

A little bit hassle to set up if another user is not tech savvy but everything should be good for other people's use.

Vorteile

It puts everything I need in 1 dashboard. I can monitor, update, scan all from one place. I can quickly login remotely and support employees wherever they are working

Nachteile

That I didn't purchase it sooner, now I walk the warehouse floor for exercise not because I have to run to the back to find out they don't need me or that the issue was something so miniscule it took less that a minute to resolve.

Vorteile

it is highly secure and others cannot take control because of support Key

Nachteile

In poor network the site is not connecting and to download it takes time

Vorteile

Dependable and has good security and quick connection

Nachteile

Some of our customers were unable to use on their side.

Vorteile

easy to for the client and I can review the recording for the ticket system.

Nachteile

Can not transfer the session to someone else or can view with you

Vorteile

I like the ability to pull up the dashboard and jump right into what I need.

Nachteile

Mac connectivity is choppy at times, the reverse caps lock issue is a headache when you're attempting to make changes remotely with a complex Admin password.

Vorteile

Very easy to use. Able to setup groups to better define areas of physical locations of PCs.

Nachteile

A tad difficult to setup. Billing was off too, as GoTo merged with another company when we purchased.

Vorteile

The web interface is better than previous goto assist product, and the user-side prompting is better than before. Remote command line access is very nice. The core loop of "IT sends link, user clicks link, IT has remote access" is very nice.

Nachteile

The remote support feature is slower and laggier than GoToAssist, sometimes to the point where I switch back to the GoToAssist to finish a session. Getting local admin allowed on a remote machine is rough, sometimes it just doesn't work and you've wasted everyone's time. Deployment is rough. No way to automatically place machines in groups with an install flag. AI is not needed, please spend time fixing other issues first.