Invite Another Agent to Unattended Session
I would like to request a feature for GoToResolve that we had in GoToAssist. We need the ability to invite other agents into a support remote control session on a regular basis with our company unattended devices. There currently is no way for us to get the session ID to share with the other agents so they can enter it in the Support tab under Collaborate with Others. The only way to have a session with a discoverable session ID is to have the end user start a manual session. This is a deal breaker for us. As the help desk manager and tier 3 support agent, I need the junior techs to invite me to sessions. Is there any development being done to bring this capability to this new product.
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" .
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.Add a search facility into the file manager.
Firstly, I must say that I do like the idea of being able to transfer files without having to log into the remote machine. To enhance the function I would suggest the following: Add a search facility into the file manager. Having to scroll through several thousand files can be a bit tedious, and you invariably miss the one you are looking for. Make the function available during a remote session without having to have a separate session running. Having to upload files to the client each time is laborious.
Allow opting out of the gray screen when temporarily clicking away from remote session
It drives me absolutely crazy that when I click away from the remote screen (or even don't click anywhere for a few seconds) in a GoToResolve session that my view of the remote screen grays out and I have to click into it to view it correctly again. It's especially frustrating when I do a demo, because the people attending the demo have to see the constant switching between a normal view and a grayed out view. Please fix this! GoToAssist did not do this, and it was so much better.Show additional information on left side session info
When logged into an Unattended Session, the client Server Name is displayed if you mouse over the Session Info on the left side ribbon or is always visible if you expand the left side ribbon.We support multiple remote clients and our team is itself comprised of support techs working remotely. 1. It would really be helpful if, in addition to the Client Server Name, you could see a. What Client User has been used to log on b. Which company tech has initiated the Unattended Support session c. Local contact info of company tech that initiated the Unattended Support session (e.g. phone / email) Perhaps there could be a private support tech profile available only to the company providing supportEnhance the "POOR CONNECTION" feature
There is an interesting icon on the top right saying "POOR CONNECTION". Looks like a Good Idea! During a "test drive" I been getting "POOR CONNECTION" for my test Server. My test Server sits next to my PC on the same switch. Office Internet connection seem to be rather reliable and stable for me. Personally, I cannot classify it as a "POOR CONNECTION". On the bright side - this feature perhaps could be made better : It might be a help to actually have some sort of an indication of the Quality of the Connection both for the Agent and Customer sides. Then we will be able more confidently advise Customers regarding their connectivity problems. Or the same in regard to our own Internet Connection.
