The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
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.
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Had to copy everything to notepad and then back into the form, "Preview", "Post" .
6 Comments
file transfer is extremely difficult and agreed it is a critical service. The UI needs to be completely revamped with much easier file management interface. Permissions issues have to be resolved on the local admin side and the connected user side for both Mac and PC. I had to create a dedicated folder for transferring file from my side which adds many steps just to get small simple files over. The speed is much better for the most part than GoToAssist
Hello Szabi,
Glad to hear that!
What about the reverse operation - Downloading Files and Directories from the supported PC?Dear m3700 ,
We have released a new option to transfer files during a session, which is the in-session file manager.
You can open this feature with the
button on the toolbar (this feature has replaced the functionality of this button which was for single file send earlier - this is still available from the chat with the paperclip button).
With the file manager you can make the exact same type of file transitions available for the installed devices.
We are also working on the stability and reliability of the single file send option which will be released in the near future.
I hope you will like this feature.
All the best,
Szabi
- Status changed:NewtoAccepted
Dear m3700,
Thanks for the valuable feedback! I appreciate your honest and detailed description.
We are working on a proper file manager solution. Currently "Norton Commander" style of file manager is available in case of unattended (predeployed devices) cases. Attended (pin-based session) will be the next one.
We'd like to ask for your patience, we are working to make it available as soon as possible
Thanks,
Robi
