Adjust Managed Device, GTR Agent Removal Process
We noticed that a user can uninstall an agent, which removes the managed device wih no notice to admins. I would like a feature wherean alert or notification sent to admins when an agent is unistalledand the device is not automatically removed from managed devices, but allows the admin to decide what to do with it, remove, retire, or reconnect (reinstall).igordmitruk29 days agoActive ContributorNew71Views1like0CommentsAdd Option to Remove 5-Minute Countdown After Resolve Session
My team is not sure why there is a 5-minute countdown timer after disconnecting a remote session, but it has caused issues, especially when sessions are connected from Android. For whatever reason, sometimes that 5-minute countdown with the "Close" option does not show up on Android. Because of this, you are not able to reconnect to the PC until the connection times out, which can take a long time (sometimes 30+ minutes). Since we do not use this 5-minute option to add any notes (we have a separate ticketing system where notes are kept), we'd like to be able to have disconnected sessions close immediately, without the additional click. Separately, the "stuck" session should be able to be terminated/killed if there is one that should have been disconnected but was not, for any reason but the above Android reason included.ReliefPC2 months agoActive ContributorNew46Views1like0CommentsMake Filters Persistent
I constantly have to keep changing filters on the Helpdesk to filter out closed and resolved tickets. By default you should only be looking at tickets that are currently open. I have no clue why this system defaults to all tickets. Please at least make filters persistent/sticky, so that once I have filtered the dashboard the way I want to view it, it stays that way. Constantly have to reapply filters throughout the day so that closed and resolved tickets are not cluttering up the view of current tickets we're trying to work on is a must!Will_BEC15 months agoActive ContributorAccepted337Views6likes1CommentBe able to block Client Input during Unattended Access
There really needs to be an option to block client input during Unattended Access. We have over 400 clients installed and there are numerous times in a day when we are responding to a ticket and cannot work because the client refuses to stop moving their mouse or typing. I will let someone know that I need to log in and check the machine, either by call or teams, and then when I log in they will just continue moving the mouse through the screen or will not stop talking for me to fix their issue. I literally had one person agree to me logging in and then continued to type an email for 10 minutes before I could even tell them to stop. I know this is an option in other programs such as Screen Connect which we used before switching to GoTo. I know we can blank their screens but often times I need them to be able to see their screen and show me the issue, but they need not to be able to control the mouse cause they repeatedly will take over just because I am not there. Also the number of times someone will just end the session because "oh popup, better close" is more often than I can count.bhartwell135 months agoActive ContributorAccepted616Views7likes3CommentsPatch Management
The ability to ignore or disable specific updates would be nice. We currently run Windows 10 machines as we are in the process of testing Windows 11 and it has become more tedious to send out OS updates because I have to individually select all of the updates and then unselect the Windows 11 update. This isn't a problem with a couple computers but with 80 its tedious and time wasting.JacobJustice5 months agoActive Contributor647Views10likes3CommentsLast Modified Date For Helpdesk Queue
When looking at open tickets, we need to be able to sort the tickets by last modified date. I currently have no way to quickly determine what tickets have been sitting idle in the queue. This would also help to put tickets at the top of the queue that customers have recently replied back on. Knowing when a ticket was last updated is a must have.Will_BEC7 months agoActive ContributorReviewed by moderator528Views6likes2CommentsRemote Execution and Windows Updates
When creating a remote execution job and running it, the devices that are offline fail. There should be a selection box to have the offline devices run the execution the next time they are online. This option should be available whether it is a scheduled job or the job is running immediately after creation. This option should also be available for the windows updates.pbartholomew10 months agoActive Contributor228Views7likes0CommentsHelpdesk Ticket List View - dates/times
Helpdesk Ticket List View does not have creation dates/times, which makes it hard to browse for specific dates/times to see what tickets came in then. For example, if I want to know what my employees were doing around midnight two days ago, I can only see the most recent 10 tickets in the default bubble view, which shows the date/time in the corner of each bubble - so I switch to List View for Closed Tickets to go back further but now I cannot see any dates/times. Yes, I can use the Filter to set a date range for the list, but the resulting list still doesn't have each ticket labeled with the date/time (unless you click each ticket one at a time to open and go in and look). Thanks!Jeff_6 months agoActive ContributorAccepted324Views3likes1CommentPrintable PDF of Ticket
Would be nice to have a "Print " Button somewhere for the person logging the Ticket could print the ticket.. We use a particular group for "Billable" and having a paper trail for these types of cases is crucialESPLLC6 months agoActive ContributorAccepted412Views4likes2CommentsPassword for uninstall app
Hello, Would it be possible to add a password to prevent uninstalling unattented support application ? Thanks. PreMedocPreMedoc7 months agoActive ContributorAccepted472Views10likes1CommentWiki Page
It would be nice to have a wiki page where we can write articles with pictures for customers to use for self -help. It would be even better if as a customer was typing their subject/issue/category if it would auto find the wiki articles that have similar tag's and a pop out would appear on the right with links to the articles.pbartholomew7 months agoActive Contributor512Views7likes1CommentThreat Protection - Threat Found - Display Details
Provide details of the threat found by GoToResolve. Today, only the presence or absence of a threat is presented to the user. When a threat is found, the UI should provide details for the user to review and verify. As it stands, there is no value in this feature. Thanks.Boyd B.11 months agoContributor347Views6likes0CommentsAllow "members" to view a hosts' BitLocker recovery key
GoTo Resolved released a new feature where Admins and Super Admins can view a host's BitLocker recovery key. Members don't have the option, but I think that role should have this ability.vsolis4 months agoActive ContributorReviewed by moderator198Views1like1CommentDisable End User keyboard/mouse during remote session
I know one of my teams biggest issues is end users that will not stop moving their mouse or typing during remote sessions and it renders us unable to do anything but sit there and beg them in chat to let us take control back. Can there please be a button added to disable their mouse/keyboard or that when we move the mouse through the program we have priority over them.dstclair9 months agoActive ContributorAccepted850Views4likes3CommentsInvite Another Agent to Unattended Session
I would like to request a feature for GoToResolve that we had in GoToAssist. We need the ability to invite other agents into a support remote control session on a regular basis with our company unattended devices. There currently is no way for us to get the session ID to share with the other agents so they can enter it in the Support tab under Collaborate with Others. The only way to have a session with a discoverable session ID is to have the end user start a manual session. This is a deal breaker for us. As the help desk manager and tier 3 support agent, I need the junior techs to invite me to sessions. Is there any development being done to bring this capability to this new product.dcovey2 years agoActive Contributor1.8KViews16likes4CommentsPoor file/directory transfer capability and UI even compared to GoToAssist
We extensively use File / Directory Transfer and the files and Directories are different for the different calls. 1) The "Process" is overcomplicated, NOT intuitive, NOT user-friendly and NOT productive. It is a life-important feature. Somehow, in "GoToResolve" it changed from "inconvenient" to a "DISASTER". - It is a productivity "Show Stopper". 2) The GoToResolve Directory Transfer "Process" is overcomplicated, NOT user-friendly and NOT productive. To send a Directory you have to leave the remote Support Session enter password send a Directory(s) and then re-enter password to return to the Support Session plus waiting to continue session or extra clicks to bypass waiting. - A clear productivity "Show Stopper"; 3) Unfortunately the last used directories from the previous session with the Customer are not remembered. Drilling down each time to the required location from "My Documents" both on the Customer and agent side takes lots of time. - COUNTERPRODUCTIVE! 4) Have you resolved an issue with the "Destination not writable" - when the file transfer will crash in the middle of transferring a few dozens of files? 5) For the inspiration could you kindly look at the Norton Commander, Volkov Commander, PC Anywhere, AnyDesk UI's... It is a known issue since the GoToAssist times. Asked the same question 5+ years ago on the GoToAssist Community. The answer was that it is "not a priority". Hope that the USABILITY and PRODUCTIVITY are now a PRIORITY. P.S. Entering content here ends with an error "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." Had to copy everything to notepad and then back into the form, "Preview", "Post" .m37002 years agoActive ContributorAccepted1.9KViews14likes5CommentsRe-Arrange Categories
The ability to re-arrange our categories by either drag and drop or even an up and down arrow would be a great addition. Currently, the only way to re-arrange the ticket categories is by renaming them (which then changes all the tickets that category is associated with) or deleting all of the ones below where you want to put the new one in the list. It makes it very tedious to keep the categories in alphabetical order for ease of use for our end users.jdlangwell22 days agoActive ContributorNeeds Info949Views6likes6CommentsUpdates should wait until a device is online and then install
If a device is offline, I cannot release any updates to it. I'd like to be able to do so when I'm online and not have to check back every few hours to release. I don't know when a specific laptop will next be online, could be an hour or 3 days, but it needs that patch asap. So ability to queue updates for a machine, a fire and forget.WTCAnt7 months agoActive Contributor309Views4likes0CommentsZero trust - prompt frequency
Currently our helpdesk users can set their own Zero Trust Prompt Frequency (upon each sensitive task, once a day, once a week). Is there a way that I as the admin can set it for them? We want all licensed users to be required to enter their signature key as often as possible and not be able to bypass it for a day/week.Jeff_2 months agoActive ContributorInvestigating741Views4likes3CommentsIdentify the updates for all devices
Hello this suggestion is to for the Software Updates screen. I would like to see the different updates that are pending on all devices and be able to filter by them. This would allow admins to quickly go in and filter and see which devices are missing specific patches.mwiddi222 years agoActive ContributorAccepted794Views4likes2CommentsKeep sorting format on HelpDesk
Would like a way to be able to keep a view in Helpdesk. Would be a nice feature to be able to come out of editing a ticket and not have to switch back to 100 per page and sort by "Assigned To" ever time.efanning2 years agoActive ContributorNew1.1KViews9likes3Comments- smccallister6 months agoActive Contributor219Views1like0Comments
Helpdesk - Ticket Last Updated and Last Updated By fields
In GoToAssist we could see who last updated a ticket and when. We could sort by "Last Updated" and also see a field "Last Updated By" to see when a ticket had had some activity by a customer or technician. This enabled us to easily see on the ticketing screen when a customer had responded with more information or was OK for us to close the ticket. Can we please have this feature as a matter of top priority as we are not able to respond in a timely manner to our customer queries. Thank you.BHopgood11 months agoActive ContributorAccepted1KViews5likes4CommentsHelp Desk - Call back number field
Although the Help Desk feature works great and allows our team to keep our ticketing and remote support system within one platform, there are a couple of things that could improve. We moved from Spiceworks to GotoResolve for ticketing and noticed that the user portal is very general. Is there a way to have a portal where the organization can customize fields? My organization has over 365 locations that can be serviced on any given day, we do not know everyone so it's useful to have a field that asks for a call back number or extension of the user. Another field would be for the person to select their state. In our organization we deal with states and multiple languages. Previously, we had customized our portal for such necessities. These things allowed our techs to immediately identify the users for a quick follow up call and support.LouPavao11 months agoActive ContributorDelivered1KViews7likes2CommentsSave my column selection in Device view.
I need GotoResolve to save my column selection (to my user profile) in Device view.ResolveNV5 months agoActive Contributor157Views1like0CommentsFull Screen
On a number of our remote connections we find that the whole screen is not shown properly (either standard view or full-screen view) and the image is being shifted up and down when the screen limit is reached. This seems to be due to the size of the toolbar across the top of screen: Is it possible to reduce the height of this bar slightly so that we can stop having the annoying 'twitch' on the screen. It's particularly annoying when try to access the start bar or to close a program.SBrown422 years agoActive ContributorInvestigating925Views8likes1CommentList machines without AV protection
Currently, in the Endpoint protection screen there's a tab for All devices, those with GT Resolve and those with pre-installed AV. I have used 46 of my 50 licenses, but I can't easily see which 4 computers are now missing the software. I think it needs a tab for 'missing GT Resolve Endpoint protection' This should be something that is included within 'Reporting' so you can prove you have every computer covered.WTCAnt9 months agoActive ContributorNew172Views2likes0CommentsAllow User Groups to be assign permission to device groups
Hi All, I have a suggestion that I think would help streamline the provisioning and user management processing in GoToAssist/GoToResolve, allowing user group to be assigned permissions to a device group. The primary efficiency here would be that you can assign a single user group to multiple device group and thus lower the amount of user configuration needed to a single assignment. For more advanced enterprises this change will also allow automatic provisioning, which can already add users to a user group on creation, to provision access to device groups with zero administrative interaction. In organizations that have role based access control implemented this could result in a true zero touch identity architecture for GoToResolve. Suggestion Example: User Group 1 has access to Device Groups A, B, and C User Group 2 has access to Device Groups A, BRichardVertrees2 years agoActive Contributor668Views4likes1CommentNew URL for GoTo Resolve
GoTo Assist had a very easy URL to provide to customers who start a support session on a phone call "fastsupport.com". But now we have to give them the url: "join.gotoresolve.com" and frequently I have to repeat it, spell it out. Bottom line is its not an easy URL to give someone. Recommend you come up with a simple one like GOTO Assist had because "fastsupport.com" was very simple and easy.lcox2 years agoActive ContributorAccepted1.7KViews7likes4Commentsinability to see the client's cursor . you should see both your and the clients
During the remote session, you need to be able to see your cursor and the remote session cursor. There are times when the cursors are different. For example, if you are use editing a crystal report the cursor on the client side will change to different symbols . With GotoResolve you are unable to see these changes. this makes for a very difficult remote session. GotoAssist has this ability and GotoResolve should too. Also if you have any latency you can see that you are not in the right spot.jimwoodhead2 years agoActive ContributorAccepted1.1KViews7likes2CommentsAbility to transfer multiple files during a remote session in gotoresolve
The operation should be able to transfer more than one file during a remote session . Gotassist 4.8 already has this ability. it seems to be a step backwards.jimwoodhead2 years agoActive ContributorAccepted830Views7likes1CommentAdd computer to ticket
Have the option to start a ticket from the managed pc's and/or add pc to the ticket in progress. This would make it easier to know which pc your working on and be able to sort in reports to see if pc's a trouble and need to be replaced because of the ticket volumn.douga19782 years agoActive Contributor900Views6likes2CommentsRefresh on tickets
On Helpdesk, if we can't get an auto refresh, is it possible to have a refresh button added so we don't have to navigate from Helpdesk to another area like Support and then back again to get it to refresh the ticket list?efanning5 months agoActive ContributorNew1.1KViews6likes4CommentsCustom welcome email
Can we customize welcome emails the way we did in GoToAssist? Custom email templates from G2A do not seem to carry over to G2R, and the Admin Center does not have an option to create custom email templates.dludwig3337 months agoActive ContributorInvestigating1.2KViews6likes5CommentsAllow "Hide" or "Ignore" on Available updates; GotoRescue crying Wolf.
I get "Device Health" as either "All Good" or "Critical" ... with NOTHING in between these two extremes - and often a striking similarity between two machines that show these two Health status'. There are numerous APPLICATION prerequisites that exclude certain updates (Autodesk, etc), and others (Firmware updates) that should not be run through Windows updates - but a separate Firmware update utility. I'd like to be able to mark certain updates into an "ignore" or "On Hold" status to be able to still see that updates are pending, but not contributing to the "Critical" status. Also, applying updates through the GotoR console seems to take forever.ResolveNV5 months agoActive Contributor542Views1like3CommentsEnd User Custom Fields
The Custom Fields are great, but it would really be helpful for the End User to be able to see and input information into custom fields as well. Being able to set which field is required would be a great addition to that as well. An example would be that in our school district, we have multiple sites and have teachers coming and going every year. Allowing us to add a custom field for "Site/Location" and then the end user being able to put their sit in that field would be very beneficial.jdlangwell2 years agoActive Contributor226Views3likes0CommentsReoccuring Windows Update
Need to be able to schedule updates to install without touching it.. set it and forget it style..ESPLLC7 months agoActive Contributor172Views1like0CommentsGroups - Sorting enhancement
The list of Groups seems to sort in a random order (possibly) order of creation. We can sort the list manually into alphabetical order, but it doesn't keep this setting and we have to keep re-sorting. An option to either set the default sort order or to save the selected sort order would be very helpful.SBrown422 years agoActive ContributorNeeds Info1.4KViews6likes4CommentsAbility to see who is connected to remote devices while the session is still active
Currently you have to wait until a session has ended before the session shows up in reports. It would be very helpful to be able to see who is connected to a remote device while the session is still in progress. We are a large support center and there are times we need to know who is currently connected to a customer and the ability to see the connections real time would be a great improvementSupportMW30 days agoActive Contributor200Views1like1Comment"GoToResolve" - RDP Compatibility
"GoToResolve" and RDP cannot access Computer at the same time. Lots of times we need to collaborate with the Customer and be able to see the same as the Customer. Incompatibility with the RDP significantly reduces our support capabilities.m370011 months agoActive ContributorInvestigating1.7KViews5likes6CommentsLog in needs a button on top like GoToAssist has
GoToResolve unattended needs a button on top to renter the stored password if the client's screen goes back to the login screen. Currently you have to retype the password & some clients have 25+ character password. GTA has that ability.MMAYSKS12 years agoActive ContributorAccepted578Views2likes1CommentThe ability to report on tickets and export the results
Hi All Is there a way to export all tickets and comments either as a spreadsheet or pdf?RevDarkman2 years agoActive Contributor2.1KViews5likes7CommentsRemote Execution Step Collection Editing
Currently in GTR, once the step collection has been created, the only option is to delete it, it can not be modified after creation. In order to edit a collection, you must start a new job, add the collection, make your edits, save it as something similar to the existing collection, then run it on one or more assets, for it to save. Then you must go back into Manage step collections and delete the existing collection. The only work around I have found, to be able to save using the current step collection name, is to open GTR in another browser. Create new job, add existing step collection, then go into other browser window and delete the original Step Collection. Then you can save the new collection with the existing name. This could all be prevented it there was an ability to edit step collections under "Manage Step Collections"thurberma4 months agoActive Contributor1.8KViews3likes9Comments