Poor 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" .Full 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.
Be 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.
New 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.
inability 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.Updates 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.
