Forum Discussion

RobHutch's avatar
RobHutch
New Contributor
7 months ago

Pre-Preview ideas

This suggestions are not critical improvements, but will make GoTo Resolve easier to use:

1) make the support initial login screens( maybe the user connection menus) available to see for the remote support to see...like a sneak preview of just the remote user connection screens. Yes, this might be difficult without the actual client running on the remote computer, but provide a simulated screen view as it's the same screen view every time for each connection, because the user might be hung up at a certain screen so if we knew what they we looking at this might make guiding them easier.

2) cut-back on the useless connection info to the remote support person...or make it hidden unless something is clicked on. Seriously do not need to see all the same info each time setting up a remote session, and all that is needed is the necessary info like where they are stuck. Meaning please consider making the information available to the support technician condensed instead of throwing all the same info for every connection, but at the same time make this info available "if" the support technician wants to view this. Basically, the info that is given to the remote support technician, needs to be revamped and rethought out to make it smarter. 

  • KateG's avatar
    KateG
    GoTo Manager
    7 months ago

    HIRobHutch Welcome to the GoTo Community.  

     

    Thanks for sharing your ideas, we moved them to the discussion forum because we need ideas to be posted one at a time, for comment, data monitoring, and voting purposes. Could you please resubmit when you get a chance?

     

    I looked through outstanding ideas and don't see anything similar,  so your input is appreciated. 

     

    You can find the idea guidelines here.  

    • RobHutch's avatar
      RobHutch
      New Contributor
      7 months ago

      Just wondering also if there is training for GoTo Resolve, I checked the link you had at the end of your post...but not for GoTo Resolve...just GoTo Resolve Admin training.

      I use GoTo Resolve a dozens or times a day and know how to use it, but wanted to learn more about it.

      The annoying parts are waiting for the connection to connect, and explaining to slow users :
      You need to download the application, then you need to open it...then try to get them to find the download button icon, and slow users sometimes cannot figure out how to open the downloaded application so this is a major flaw as this step can be frustrating.

      • KateG's avatar
        KateG
        GoTo Manager
        7 months ago

        Hi RobHutch, not a training but there are a few things you can check out: 

         

        Thanks for the feedback on the confusion around downloading, we are sharing this with the team, and we can clarify that there are screen prompts to join in the support article.