GoTo, the Boston-based IT management, support and business communication provider has released a suite of new remote monitoring and management (RMM) features and an all-new free offering for GoTo Resolve. The latest updates introduce new RMM capabilities to meet the needs of today’s IT leaders, furthering GoTo Resolve’s evolution towards a unified IT service management (ITSM) solution.
New RMM Features
GoTo Resolve’s latest RMM features streamline workloads to uncover, diagnose, and resolve IT challenges in a unified solution, and expand access to IT management. With the new features, GoTo Resolve says its the only all-in-one IT management and support solution with native RMM, remote support and access, and ticketing backed by a built-in zero trust security architecture.
With GoTo Resolve’s latest RMM features IT administrators can perform the following:
- RMM: The free RMM solution includes customizable device monitoring, a system diagnostics dashboard, background terminal and file manager access, and unlimited remote access and automation for up to five priority devices.
- Device monitoring: Automatically detect device issues and address them with customizable alert policies before they escalate.
- Endpoint protection software management: Monitor and manage antivirus software from a single dashboard with the ability to request status updates, view a list of threats and initiate scans.
- Automated patch management: Identify, approve and automatically deploy Windows patches to one or more devices to keep software up-to-date and protected against threats without interrupting users.
Helpdesk Updates
GoTo Resolve’s helpdesk received significant updates to eliminate the headache of managing multiple tools, vendors and contracts for IT agents supporting employees and customers.
IT administrators can utilize GoTo Resolve’s HelpDesk solutions for the following:
- Flexible end user portal: A hub which enables users to create tickets, see a list of previously submitted support requests, and add comments to existing requests.
- Enhanced helpdesk reporting: Agents can generate reports on tickets based on category, drill down to see details, and export ticket data.
- Customized workflows: Ticketing now includes enhanced quick actions, attachments, labels, and the ability to add custom fields to tickets.
- Mobile app ticketing: Agents can provide full support and resolve filed tickets via the GoTo Resolve mobile agent app.
GoTo’s Investments for full ITSM functionality
GoTo says it plans to invest in key areas of expansion across the IT service management industry. These include native mobile device management (MDM) capabilities following the company’s acquisition of Miradore, hardware and software asset management, native integrations with industry leading service providers, and modern incident, change and problem management. All designed to deliver a resolution-first, easy ITSM experience.
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