Spell Check Integration
Our agents have been recommending the use of a spell check feature being integrated into GoToResolve Helpdesk. They are used to having this when sending emails, but when we swapped to the helpdesk function it is not available. If it would be possible to be added as a feature request, that could be very helpful.
Allow "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.
Patch 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.
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.
Wiki 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.
Screen scaling - a 1280x1024 Customer screen is not showing correctly on a 1920x1080 screen
Screen scaling a great feature - leaves some mixed feelings. On the bright side - it works. But not exactly as I would expect. (The same applies to "GoToAssist".) a) My Customer Server screen resolution is set to 1280x1024. On my Agent PC resolution is set to 1920x1080 both monitors are widescreen 9:16. If I select a "100%" magnification - the Client 1280x1024 image do not fit my Agent PC using the 1920x1080 resolution? "Fit" - seem to scale image to 100% (by the pixel count). b) My Customer Server screen resolution is set to 1600x1200 (3:4). On my Agent PC resolution is set to 1920x1080 both monitors are widescreen 9:16. If I select a "100%" magnification - the resulting image that should(?) be 1600 pixels wide do not fit and wider 1920 pixels resolution screen on the Agent's PC? -- Yes, scaling works. But using its own logic. On the Bright side - scaling helps when we need dial into the third Computer from the Customer Computer. "