Viewing Support Sessions from Other Agents
It would be beneficial for agents with the Member role to have visibility into support sessions linked to a ticket they are working on, even if the sessions were attached by another agent. This access would remain private, as agents would only be able to view sessions that were specifically linked to the ticket.Helpdesk Filters for Session History
When linking a previous remote support session to a helpdesk ticket, it would be beneficial to have a preview feature available before attachment. Additionally, a filter to exclude Unattended sessions from the list, ensuring only Attended sessions are displayed, would enhance usability. Implementing these features would significantly improve efficiency and user experience. This would also prevent users who only use Instant support and helpdesk from having to see other agents unattended sessions listed.
Make the clients cursor visible in session
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.
Improve file/directory transfer capability and UI
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" .
User incorrectly logged out at end of session to Hyper-V VM but not physical machine
So far, I am only experiencing this issue on my Hyper-V VMs. I've used GoTo Assist for years and recently switched to GoTo Resolve. I've always been able to either lock a computer and end the session, or just end the session, and the remote computer would lock the screen. I could connect again later to find all the open programs and files still there so I could pick up where I left off. Now that I'm on GoTo Resolve, if I am logged into a Hyper-V VM server and lock + end session or just end the session, my user is logged out. Connecting to physical servers or desktops does not log me out if I end the session. Since it is only logging me out on VMs, I'm not sure if this is a Hyper-V or GoTo Resolve setting?
Ability 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 improvement
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.Kill Stuck Sessions
There are times when an Unattended session gets "stuck" with GoTo Resolve. There is no way to kill those sessions, meaning you can't otherwise connect again to the machine. This can sometimes happen if you're already connected and the remote machine loses and then regains connectivity. The session remains stuck for hours and you cannot reconnect. Rebooting the remote PC does not help. The only resolution I've found is to start an Instant Support session with a person on the other end, connect to that, uninstall the Unattended access application, reinstall it, re-verify the PC in the Console, and then connect to the newly-added machine. During your new connection, the old session remains stuck for hours and hours. It feels like the "stuck" session is on the GoTo side, in their cloud. We should be able to kill those or report that they are no longer active.
