Devices screen Sort and Find fields
On the Devices screen, 'Not in a Group' grid, you're able to Find by - Device nickname, Host name, last logged in user, and get a list of matches but not by a partial IP address. Ex: 10.23.1 (Please include or provide a Filter by for this field) Also, when you are using a field to Sort by, indicated by the ^ caret, then perform a Find by and view the result, when you clear the Find and are returned to the 'Not in a Group' grid, you are no longer Sorted by the same field, the sort field is cleared.Devices screen pagination
In the Devices screen, to "goto" the next page you must first scroll down to the bottom of the page. Putting the control at the top also would be awesome! As well, when you reach page 2 for example, you are still at the bottom of the page. My OCD would expect to be at the top of a new page.
Add a search facility into the file manager.
Firstly, I must say that I do like the idea of being able to transfer files without having to log into the remote machine. To enhance the function I would suggest the following: Add a search facility into the file manager. Having to scroll through several thousand files can be a bit tedious, and you invariably miss the one you are looking for. Make the function available during a remote session without having to have a separate session running. Having to upload files to the client each time is laborious.
Add custom fields to Tickets and include them in reporting
¡Hola! Me gustaría tomaran en cuenta estas peticiones que son muy importantes para los agentes que utilizamos GoTo Resolve. Me gustaría que en el servicio de tickets yo tenga la facilidad de crear campos personalizados y que el usuario final lo pueda visualizar y pueda editar ese campo o escoger la ‘’opción” de ese campo creado. Actualmente solamente yo como agente puedo ver esos campos, pero el usuario final no lo puede ver al momento de crear un ticket. Además, ya creados esos campos personalizados me serviría de mucha ayuda que en el apartado de los “informes” donde yo requiero sacar distintas métricas igualmente me brinde información sobre esos campos creados, como por ejemplo en la imagen que coloque arriba, yo cree un campo llamado “tipo de equipo” donde el usuario pueda escoger el tipo de equipo que está reportando y yo a la hora de exportar el Excel con las métricas me brinde la información de cada ticket y que tipo de equipo fue el que el usuario escogió. También, seria importante saber cuál es la cantidad de tickets, abiertos o cerrados, que la plataforma tenga un espacio que tenga un contador donde te diga cuantos tickets tienes abiertos. Actualmente si necesito esa cifra tengo que contar manualmente para saber cuántos tickets tengo. Y una ultima sugerencia. En una sesión remota a un equipo no se pueden conectar dos agentes al mismo tiempo, al momento de que el segundo agente quiere conectarse automáticamente saca de la sesión al primer agente que estaba adentro. Seria útil que mas de dos agentes se puedan conectar simultáneamente a una sesión remota. Gracias!!GTR Reporting
Hello, I would like to see better reporting functions with GTR. For SOX audits I need to utilize the HD reports to pull specific reports based on HD Tech, Category, Requestor, etc. with some ability to adjust output information. No matter how you format (Group by) on the screen the output report is still the same. These reports would be very helpful and can serve other purposes. Currently the report is very generic and does not provide the needed data on my tickets. Also need to allow for longer date range than 30 days. ThanksReporting for Alerts
It would be nice to have a report for alerts that you could run to see which pc's are on the alert. I have a report setup to show pc's with 5gb or less hd space. I have to thumb through all of the alerts to find which pc's are on it. It continually throws alerts until you acknowledge them and then you don't get alerts anymore.
Helpdesk - Ticket Watchlist for Customers and Technicians
Hello In GoToAssist it is possible to add other customers and users / technicians to one helpdesk job. When a customer CC's in other customers to a helpdesk request via e-mail the other customers are added to the ticket so they get updated with progress or can add more information. Other helpdesk users can also be added so they are aware of what is happening too. At the moment we have multiple helpdesk tickets for the same issues and we are unable to update everyone concerned at the same time. Can we please have this feature put into GoToResolve?Allow opting out of the gray screen when temporarily clicking away from remote session
It drives me absolutely crazy that when I click away from the remote screen (or even don't click anywhere for a few seconds) in a GoToResolve session that my view of the remote screen grays out and I have to click into it to view it correctly again. It's especially frustrating when I do a demo, because the people attending the demo have to see the constant switching between a normal view and a grayed out view. Please fix this! GoToAssist did not do this, and it was so much better.
Let clients control the technician's computer during reverse screen sharing
On GoToAssist Remote Support we always had the facility when sharing our own screen with a customer to give them mouse and keyboard control (really helpful when enabling 3rd party suppliers to connect in to our systems to complete maintenance work). Now we've switched over to GoToResolve, I can't see this function anywhere. Do you know if the facility is available?
Help Desk wishlist
I love the platform so far and understand it is still in it's growing phase so I'd like to offer some ideas. After using other Help Desks for about the last 16 years, there's I have a few things that I have found helpful in the past that I would love to see implemented in GoTo Resolve. Ability to close a ticket when a comment is added. Something like a simple check box to prompt the ticket to be closed when the comment is added. Ability to add checklists to tickets in order to track work within a ticket. For example, when a new user needs to be created, a checklist of all the common items that need to be done for this task. Ability to merge tickets. If a ticket is opened by a user and another user is CC'd on the ticket, both parties should be able to comment back to the same ticket. Right now if a user requests permission change and CC their manager on the ticket email, when the manager replies back approving/denying the request it creates another ticket.
Programs that are no longer receiving updates need to be flagged
It would be useful is programs that were no longer supported by the software vendor were flagged by the system so they could be removed. I think this is a requirement for Cyber Essentials. Example: In the accountancy world, CCH's Viztopia is now several years out of the update cycle. It would be useful to have software like this flagged as unsafe with a warning next to each machine that has it installed.FIlter updates by type - example, remove all the updates to W11
I can't "Install all updates" at the moment as that would potentially install Windows 11 on devices I do not want it on yet. Same for the update to 22H2. I'd like those updates, due to the long restart, to be managed. But they are bundled with the security updates, so I need to manually go in to every PC to release just the needed apps. Can we filter application updates by type please?A way to push an agent update to devices
Another suggestion is a way to push agent updates to the devices in the account. Currently it seems like you have to leave the devices on for hours in order for them to update to the next agent version. There are contractors and other employees who only login for a few hours a day to work and then closing down. These devices are showing as online and reporting everything else correctly, but not updating the agent version. This feature would be great from the unattended admin side.
Show additional information on left side session info
When logged into an Unattended Session, the client Server Name is displayed if you mouse over the Session Info on the left side ribbon or is always visible if you expand the left side ribbon.We support multiple remote clients and our team is itself comprised of support techs working remotely. 1. It would really be helpful if, in addition to the Client Server Name, you could see a. What Client User has been used to log on b. Which company tech has initiated the Unattended Support session c. Local contact info of company tech that initiated the Unattended Support session (e.g. phone / email) Perhaps there could be a private support tech profile available only to the company providing supportScheduled tasks
Will GoTo ever have the option to either schedule tasks to run when devices come online or allow tasks such as scripts/software installs to be triggered by an alert showing the device is online.....at the minute the scheduling is pretty pointless for us as we cannot guarantee when devices are all going to be on at a specific time, our current RMM allows us to do thousands more things than GoTo can but is too expensive so we have to phase it out by next year as a cost saving measure.Enhance the "POOR CONNECTION" feature
There is an interesting icon on the top right saying "POOR CONNECTION". Looks like a Good Idea! During a "test drive" I been getting "POOR CONNECTION" for my test Server. My test Server sits next to my PC on the same switch. Office Internet connection seem to be rather reliable and stable for me. Personally, I cannot classify it as a "POOR CONNECTION". On the bright side - this feature perhaps could be made better : It might be a help to actually have some sort of an indication of the Quality of the Connection both for the Agent and Customer sides. Then we will be able more confidently advise Customers regarding their connectivity problems. Or the same in regard to our own Internet Connection.Include Groups in the reports
We utilise the reporting to generate billing to some of our support customers., and to analyse the amount of time spent supporting certain customers. Using GTA the reports included the Group name, but this seems to be missing from the GTR reports. Can this be added in please as sometimes it is virtually impossible to determine who the customer is when all you have for the End-user name is something like 'Paul'?
Session Sharing with another Tech
We migrated from GoToAssit to GoToResolve for its extended capabilities, like Remote Execution, terminal access and File Management. Those have been great. What is missing, is the ability to invite another Tech into a session. This can only be done if not using the unattended version of the client. If the session is created with "Instant Remote Support" option. A support key is then generated and can be shared. We would like the ability to share remote support sessions that are started from Devices>Start Remote Control.Remote Execution Asset Selection Import
When performing a Remote Execution job, it would be great if there was a way to select devices by a list of required devices, rather than one at a time. Whether it be via txt or csv. We frequently use GTR to perform patch management on systems. We populate the list of machines requiring sepecific updates from another 3rd party solution. Then we create the required Job in Remote Execution. Then one by one, we have to select the assets requring the patch. Sometimes there are hundreds of systems. Adding them one at a time is extremely time consuming.Signal Strength Control
We have noticed recently an annoying popup informing us about a 'Low stream quality detected. Click the signal strength to change stream settings.' Several times this appears over the toolbars at the top of the screen and we get frustrated support staff. As this seems to occur on every single connection we make and repeatedly comes up unless you disable the wall paper and set the strength to Low, would it be possible to have a simple function within the user profile to 'Disable stream quality messages'?Refresh Device List
With GoToAssist there was an option to refresh the list to update the connection status of the devices, this is lacking on GoToResolve. We have had situations where support staff are waiting for a machine to become available as the status shows as 'In Session' when the session had actually ended almost an hour earlier. Can we have a Refresh option back in the software please?
Kill Stuck Sessions
There are times when an Unattended session gets "stuck" with GoTo Resolve. There is no way to kill those sessions, meaning you can't otherwise connect again to the machine. This can sometimes happen if you're already connected and the remote machine loses and then regains connectivity. The session remains stuck for hours and you cannot reconnect. Rebooting the remote PC does not help. The only resolution I've found is to start an Instant Support session with a person on the other end, connect to that, uninstall the Unattended access application, reinstall it, re-verify the PC in the Console, and then connect to the newly-added machine. During your new connection, the old session remains stuck for hours and hours. It feels like the "stuck" session is on the GoTo side, in their cloud. We should be able to kill those or report that they are no longer active.Connect to User Session vs Console Session
TL;DR Unattended access doesn't work if the user you want to monitor/interact with is connected to the unattended PC via RDP. LogMeIn Central has an option after connecting to a remote computer via the "Terminal" dropdown box shown below: Using this dropdown, you can choose either the "Console" terminal session or the "User" terminal session. This is especially useful if the user you are trying to connect with is already connected via RDP and you need to interact with their session to help them with something or install something under their user profile (our users do not have local admin rights).GTR Helpdesk needs help to work more like Go To Assist Helpdesk
In the helpdesk please make it so that when a ticket is closed it automatically goes to a closed section like in the GoToAssit helpdesk Please make it so replies to tickets in the helpdesk can be seen in the order of the latest reply first. I have to scroll to the bottom to see the latest reply or comment. Please make so we can submit a ticket comment and close a ticket using just one button. Please make it so we can group the helpdesk assigned to views by a technician like the GoTo Assist helpdesk. We would like to be able arrange the tickets to be grouped by who they are assigned to instead of order of the ticket numbers all in one list.Allow end-user to control remote access
As an MSP I used to rely on the lite licenses to provide the ability to monitor client PCs. Now that we no longer have this option, I have a come across the situation where new clients are unwilling to have the pro agent installed as they consider it to be too much of a security risk with us being able to access their machines remotely at any time - this is especially true of clients that deal with sensitive data, such as financial advisers etc... Would it be possible to add an option in the agent that would allow an end-user to disable/enable remote control? Or allow them to specify that they have to give explicit permission each time remote control is requested?Inventory - Update imported managed devices via bulk import
It would be nice if I could update the imported managed devices via bulk import with additional data (especially order data) from an external data source. I would have expected this to be possible by matching the devices I want to be updated based on the serial number or something else. Actually the object is recognized as a duplicate and the impord dismissed. BTW: There is no Idea Label for Inventory 😉Differentiation between Agent's ability to run updates and run scripts
At the moment, in order for an agent to be able execute updates on end-user devices via Go To Resolve they need to have the "Remote Execution" permission enabled, which is what allows an agent to run scripts on a managed device. However, enabling this feature also allows the agent to write a custom script which they could then run on any managed device, which is a higher level of permission than what we'd like to give the majority of our agents. I'd like to suggest that the setting be split out so that you can give an agent the ability to execute the updates as identified by Go To Resolve, but without giving them the permission to create and execute any other scripts.
Mine and unassigned filter
The filter should have mine and unassigned, because whenever I need to see my and the new unassigned tickets the only chance is not to have a filter, but like this I see all my colleagues tickets. if I want to see mine I can't see the new ones anymore, because it is filtered to my name only. This is a must on a ticketing system.Cancel Request for Admin Mode
Currently, if you "accidentally" press the Request Admin mode button but the end user is logged in as a standard user who does not have admin rights, the connection repeatedly disconnects/connects in a loop with no way to stop it on the agent's side. Can there be a cancel admin request button? When it's looping between connect/disconnect the End Session isn't showing on the agents side either.replies to closed tickets reopens the ticket
It would be nice to have a reply to a closed ticket reopen the ticket. This would pop it back up in the queue so that it would be readily noticed. Currently, I filter out closed tickets because they would take up too much screen space. This means that I have to sort through emails as well as turning off my filter to see if someone may have responded that the issue was not really resolved or that it came right back after we closed the ticket. Now, we have to wait for the user to contact us another way to let us know the issue was not fully resolved.HelpDesk New Ticket Creation instead of replying to existing ticket
One of my agents has just ran across an issue that doesn't happen all the time but when he replied to a ticket update email, it created a new ticket instead of adding a comment to the existing ticket. He had to go inside of the portal and respond so it wouldn't keep creating new tickets. This doesn't happen with any other tickets and I'm not sure what's different about the one in question.Allow clients to add files to the ticket at any time
Helpdesk portal only allows attachments on initial creation. The IT support can attach files all through the ticket history, but the end user can only do so when they start the ticket. The end user can add files via email throughout the ticket and seems like a flaw that they cannot do so in the ticket portal. This needs to be an option in the portal throughout the ticket history because we request screenshots if they didnt send one in initially. Please fix!Add a notification when a ticket is transferred between queues
Hello, We just created a second IT team with its own ticket queue within Resolve Helpdesk. We noticed when the teams xfer tickets it doesn't notify the receiving team, so tickets are getting responded to later than we'd like. Has anyone figured out how to do this? As of right now we have people doing shoutout via teams chat but its not the best bandaid.Admin Message in the Helpline Page
With Helpline, would there be an option for Admins to customize messages for the end users to read prior to requesting assistance, such as "Please make sure you have rebooted your device first"? It could live on top of the request box, in bold letters if possible. #helpline #featurerequestLeave GoTo Resolve window open after unattended session closes
Is it possible to leave for user unattended session window open after session is closed? So users can see notes, chat especially if they weren't at the computer when admin logged in to device? It also keeps security in higher level, so users can know if they device was accessed by unattended access when they were off the computer.
