Welcome to summer and our July product update - where things have been heating up for GoTo Resolve (ba-dum tss). Several high-value features were released in the past few  weeks, so let’s get to them.  As always, you can keep a real-time pulse on releases with our release notes.

Recently released:

Background File Manager

Joining our many background management capabilities like Device Quick View and Remote Execution, the background file manager lets agents securely navigate, move, and copy files and folders on a device — without initiating a remote session.

Background file manager details:

• This is available in free and paid tiers on preferred devices
• Transfers can be to and from the host device in the folder structure as well as direct download or upload
• There are some limitations due to browser restrictions, but an updated version for the desktop app without restrictions is on the way. 

Multi Agent Collaboration

One of the most requested features for GoTo Resolve is now available – the ability to have multiple agents in a single support session.  The new multi-agent collaboration allows you to invite up to four other agents to collaborate on a live session. Use this new power to resolve issues faster or help train new agents in live scenarios.

Remote Terminal

The command prompt is one of the most powerful tools in an IT agent’s toolbelt. With the new Remote Terminal feature, you can now access a fully functional command prompt or terminal in the background to complete most administrative tasks without user interference. Take actions like continuous ping and trace to check for network connectivity issues, install software, create user profiles, and much more.

Currently remote terminal is only available for Windows, but Mac support is planned to be released next week.

Android Unattended Access Support

Whether or not to support mobile devices (and to what extent) is a question that is being asked among many IT leaders in a BYOD world. However, this shouldn’t be a question for owned mobile devices. Support is necessary but often not easy. GoTo Resolve already included powerful mobile remote support capabilities and now we’re able to extend your support arsenal to having full unattended remote access to Android devices.  Support POS devices, tablets, and other Android devices when the time is best for the agent rather than be beholden to a user being present.

That’s a wrap on some of the bigger items to be released the past few weeks.

On Deck Features

As I said in the intro, it’s going to be a busy summer with lots of great updates on the horizon. In the weeks ahead expect to see some of these updates:

• Keyboard mapping
• Mobile ticketing
• Device list label and filter improvements
• Responsive layout for mobile access
• Multiple helpdesk improvements such as, ticket view in Slack, remote support session history in tickets, and attachments in tickets.

And if you hadn’t seen the news, there are multiple RMM features coming to GoTo Resolve very soon. Check out this blog post for more information

As always, please comment with any feedback on these or past releases as well as any suggestions for future enhancements.

Chris Savio

Director, Product Marketing