Requestor Email Notifications
Our admins and technicians are receiving ticketing email notifications as expected, but our end users are not. We've configured the appropriate settings in the admin portal, but our end users are not getting the notifications selected. Note that they are opening tickets via Teams. Did we miss anything in our configuration that would prevent end user email updates? Thanks for any help!meredithc2 years agoNew Member528Views0likes1CommentScreen 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. "m37002 years agoActive Contributor599Views0likes0CommentsFailed to send SMS to phone number
Good Morning All, Is anyone having issues sending SMS through GoTo Resolve Desktop Console? I and my colleagues had this issue a couple of weeks ago but then it worked last week then the same issue is happening today. It was working fine yesterday. Thanks, Asifashajib2 years agoActive Contributor845Views0likes3CommentsIssue Installing On PC
Having issues installing via both exe and msi files on a domain-joined PC, having attempted on a domain account and local account both. Is there particular steps or method that is preferred in these instances? Have joined a couple other devices with no issues.pscujefferson2 years agoActive Contributor1.1KViews0likes2CommentsGoToResolve performance
I had a performance issue today, connecting to a customer machine with an attended session. The connexion quality was poor and only had a frozen screen. I tried twice. Then I tried to connect with GoTo Assist 4 and everything went fine and responsive. Do GoTo Resolve need a lot more ressources than GoTo Assist ? Is there a mean to improve that ?ragt2 years agoActive Contributor1.8KViews1like6CommentsOkta Integration/Single Sign On
Hello, We are migrating from GoTo Assist to GoTo Resolve, we already have the Okta SSO workflow built out for Assist, but it appears that the Resolve documentation is not full parody. Is there any plans to build out the workflow to be the same or better? There is also no documentation regarding a GoTo Resolve Child App in the Okta documentation found herehttps://saml-doc.okta.com/SAML_Docs/How-to-Configure-SAML-2.0-for-LogMeIn-Parent.htmlbenkolb2 years agoNew Contributor1.5KViews0likes4CommentsUnattended Remote Support for Android Phones
We have more than 300 phones and it would be nice to have the ability to remotely access them without any end user intervention. GTR already does this for Mac/PC but when can we do this for Android phones / tablets?Solvedtechman20202 years agoActive Contributor2KViews1like7CommentsSharing a Remote Session
We had a situation yesterday where I needed to share a GoToResolve session during a Microsoft Teams meeting. However, whenever I shared the screen (I have a dual screen setup) then the participants in meeting couldn't see the remote session as the screen just hung for them on the last image prior to sharing. In the end I had to go back to using GTA to share the remote screen which worked perfectly. Is there a way to get around this issue?SBrown422 years agoActive Contributor864Views0likes1CommentIs there a time limit for GoTo Resolve sessions with a paid subscription?
Is there a time limit for GoTo Resolve sessions with a paid subscription? I've searching for this on support site, but I don't seem to find anything related with this, is there any way to know if I have a time limit or idle time for active session on a paid subscription?jhon117spartan2 years agoNew Contributor881Views0likes1CommentUnattended Device Groups
In GoToAssist we were able to manage the visibility of unattended devices between different support groups, with each support group having its own unattended installer to download and deploy to the devices it managed. I can't see how this is achieved in GoToResolve but is essential as we have to be able to control which unattended devices each team can access. Am I missing something or is this feature not yet deployed in GoToResolve? Any advice appreciatedSolvedGatedu2 years agoActive Contributor1.1KViews0likes1CommentFeature Request - Auto Refresh Helpdesk
It would be nice to have the tickets refresh on their own in the desktop console when I new ticket comes instead of clicking on the refresh link if you happen to catch it. Otherwise you'd have to click out of Helpdesk and back in to refresh.efanning2 years agoActive Contributor541Views0likes1CommentIs there a time limit for GoTo Resolve sessions with the free plan?
How long can sessions be if I am using the free plan?SolvedGoTo_FAQs2 years agoNew Contributor1.7KViews0likes2CommentsHelp Desk eMail Categories
We're moving our ticketing system to GoToResolve and am wondering if there's a way that we can force the category of the ticket in the receiving of the email. With current system we can set up rules that if email contains certain words it will be put into certain category or from certain departments. Also, is there a way to send closing or other commands to the system via email. Currently we have something like #close, #mute, etc in email responses that will take care of the ticket for us. Thank you for your time.Solvedefanning2 years agoActive Contributor928Views0likes2CommentsDevices list modifications
Is there a timeline on when we will be able to make more than 3 modifications to the preferred devices list each month. I usually run out of mine by like day 2, because i'm moving employees to Azure from on prem and i'm doing it remotely.shaunkats2 years agoNew Member415Views0likes0CommentsAllowlisting and Firewall Configuration for GoToResolve
Does this apply to GoTo Resolve? I am testing Resolve with free account. When i install the client to add a machine on our corporate network it is showing offline. I have determined that our Forcepoint web security is blocking something. The desktop console app opens fine and I am able to connect to devices off network just fine. I have reviewed the website listed in the post and added several URLs to our bypass however the client is still showing offline. Any help your can provide is appreciated.TVTMGIT2 years agoNew Member1KViews0likes1CommentPaste clipboard as keystrokes
Pasting the clipboard as keystrokes is a very useful function for when you cannot ctrl + v a password or other text from the clipboard, certain Windows logon or credential screens do not allow you to paste. This feature emulates the keyboard strokes bypassing the restriction of not being able to ctrl + v from the clipboard. The "Paste clipboard as keystrokes" is present in Webremote, Splashtop and Screenconnectiman983 years agoNew Member654Views1like1CommentTechnician Invite not sending
Got my licenses activated over the past few days however one of my Helpdesk Techs is not getting the invite link to set up his account. All of my other techs had no issues setting up their accounts. This one however I have verified it's not in Junk/Spam/O365 Quarantine nor does it appear to be coming to our email sever at all. Any assistance you can provide would be most helpful.AdamHFG3 years agoNew Member794Views0likes1CommentVDI Support for GoTo Resolve
We found out that after we delete a VM, reploy the VM it adds an extra endpoint in the GoTo Resolve list. While it has the same name and is actually the "same" VM. Is there any method like install parameters to ensure this doesn't happen?MaartenMol3 years agoNew Member606Views0likes0CommentsRoadmap anywhere?
Hello Is there a current roadmap of features to come or when they might be coming? I'm extremly interested in potentially using GoTo Resolve for our business needs, but it's not quiet there yet with what we're looking for. A roadmap of some sort would help us to decide if we should wait for the features, maybe use GoTo Assist until then as that platform has more features, or look else where completly. Thank youStryker21013 years agoNew Member670Views0likes1CommentUnable to Save or Email in Help Desk Tickets
Has anyone had the issue where they are unable to Save a Ticket in the Help Desk? This started around mid day on 8/24/22, when we go to the Help Desk and Add a Ticket, when we fill out the information then try to click Save Ticket, we get a red label at the top saying Internal server error, and nothing happens. Doesn't save it doesn't navigate away from the page. We tried then sending the ticket in through Email to the Service Group email address and that is not working either. We never get an email or a new ticket appearing in the Help Desk. Any Ideas? I created a Support Ticket, but My experience with GoTo Resolve is that they are very slow to respond to support requests, have yet to hear anything back since then. Everything else seems to work in Resolve, Except the Help Desk, which we use to track all service requests, and basically dead for us at the moment.Solvedrcota3 years agoActive Contributor1.2KViews0likes2CommentsSignature Key Creation Not Working
Every time I try to enter the signature key for zero trust. I get to the Re-enter sig key screen, enter the key, click next and nothing happens. It just stays on the same page. I have refreshed, closed the browser, cleared cash, tried different keys, and nothing works. How do I get past this? And Since I can't download agents from my account, is there an alterative way downloads them? Or this a stopping point?hartdesk3 years agoNew Member1.5KViews0likes5CommentsMicrosoft Teams Integration Not Working with GoTo Resolve
I am having issues with integrating Microsoft Teams with GoTo Resolve. I have followed all the online instructions, but it is still not working. When using the GoTo Resolve App in Microsoft Teams, I get the error message: "Uh! Oh! Unreachable Destination. Here is a resolution: Currently the application works best on Microsoft Teams application. Try using it in Teams application" I am using the Microsoft Teams application. In the Teams chat, I tried to associate the Helpdesk Service to the Channel. I select the service and after I submit it, I get the error message: "The bot encountered an error or bug. Please contact an administrator." I am unable to get past this stage. Has anyone seen this issue before? Thanks.MWQ3 years agoActive Contributor1KViews0likes3CommentsGo to Resolve never streams screen. Just says starting stream and nothing
Tried users to restart machine and run the program again. I have tried it on several machines and only 1 time of at least 10 tries did the stream ever load so I could view the screen. This seems like a big reversal from gotoassist which we never ran into this issue.AWR3 years agoNew Member796Views0likes1Commentwe need control of sent emails
This product could be really great, there are several things IMHO, starting with the emails being sent. We need to be able to control when a submitter gets and email, they really don't need an email telling them we changed the category. The more useless messages they get the more likely they are to ignore them all together. We also need to be able to customize the outgoing messages.MHunter3 years agoNew Contributor973Views2likes2CommentsI'm an MSP, can I create multiple customers in GoTo Resolve?
Not sure if GoTo Resolve is right for my type of business. I would need to have access to multiple customer/client sites from the single login, as well as the ability to create customer end-users so that they can manage only the computers assigned directly to them. It would also be nice to be able to co-brand everything with my companies logo for continuity and brand recognition.SolvedGHomeTech3 years agoNew Member995Views0likes1CommentDevice Groups and Sort options
In GoToAssist version 5, there were device groups that we could use to organize the devices. Can that be added to GoToResolve? Also, it would be nice to have the option to change the default sort order in GoToResolve – and have it stay in that order.newUser23 years agoNew Contributor740Views1like1CommentHelpdesk: configure emails sent to final user and asignee
Hi, I'm testing the service in order to check if it meets the needs our company has. Is there a way to configure the emails sent to the final user? I would like to choose when to notify the user of status changes or just notify resolved/closed status, not every single modification made in the ticket. Also, there's a way the asignee doesn't recieve the emails of the changes made? Thank you for any clarification on this topic.Solvedidelucas3 years agoNew Member1.1KViews0likes1CommentResolve - always running and connected to my PC?
So I notice when I installed Resolve, that it immediately ID'd my CPU, and can actually tell me some diagnostics, memory usage, processor load etc. If I'm not attempting to connect to a client, why is it smart to leave this connection open between the web application and my computer? And is there a way to temporarily shut it down when I'm not needing it?SolvedRPEnt3 years agoNew Member1KViews0likes1CommentGoTo Resolve vs Zoho Assist vs Remote Desktop Utilites
Has anyone here transitioned fromRemote Desktop Utilities or Zoho Remote assist to GoTo resolve? If so, can you please let me know what to expect, other than the interface and limits, on differences? So far the Zero-Trust blocking Agent creation thing is not ideal, but before I get all the way setup, I want to know what else I am in for.hartdesk3 years agoNew Member762Views0likes0CommentsIs it compatible up.gotoassist.com console with GotoResolve or not?
I wonder if upgrading to GotoResolve i will lose the console up.gotoassist.com which allows me to connect to unattended users of previous installations. Thank you in advance. Sergio.Solvedsdiaz3 years agoActive Contributor1.1KViews0likes1CommentHow many sessions can I host with GoTo Resolve Free?
How many sessions can I host, is there a limit with the free plan?GoTo_FAQs3 years agoNew Contributor1.1KViews0likes1CommentWelcome to the GoTo Resolve Community!
We welcome your questions and feedback and encourage you to share your knowledge and experience with the community. For the benefit of the whole community we ask that you follow these simple guidelines: Be considerate- We want everyone to have a positive experience so please be polite and respectful when interacting with others in the community. We all experience frustrating situations, but please refrain from posting anything obscene, inflammatory, insulting or illegal. We welcome your opinions, but personal attacks and harassment will not be tolerated. Stay on-topic and be constructive- Try to limit your original posts and comments on existing posts to a specific topic. Do not hi-jack someone else’s post in order to voice your thoughts on something else. Be constructive in your comments and explain your point of view, this will help everyone understand and can lead to a faster resolution. Search before posting- More often than not you will find an existing post in the community around your issue, adding your comment to it makes it easier for the community team to measure the issues impact and report on it and also helps others find the topic as well. No spam or self promotion- No one likes spam in their email and we do not like it in our community. You can report spam or inappropriate posts directly to the community team by clicking on the 3 dot menu of the post or comment. Mark Accepted Solutions- If someone answers your question or provides a solution to your problem please take a moment to mark it as an Accepted Solution. This helps other community members with the same issue find it faster and it acknowledges the efforts of the member that helped you. Give Kudos- Kudos are another way of acknowledging someone in the community.GlennD3 years agoGoTo Manager847Views0likes0Comments