GoTo Resolve — Cloud Remote Support and Device Management
GoTo Resolve is a cloud-based platform that blends remote desktop access with IT helpdesk functions. Instead of being just another remote control tool, it’s aimed at small and medium businesses that need both quick end-user support and ongoing device management, without maintaining on-prem servers.
What it is in practice
Think of it as a mix between remote support software and lightweight RMM (Remote Monitoring & Management). Agents get installed on company endpoints, and technicians connect through the GoTo cloud. Sessions can be ad-hoc (invite links for users) or persistent (managed devices with the agent always online).
How it works
– Agents and browser sessions: Devices run a small agent; admins connect via web console or desktop app.
– Helpdesk integration: Trouble tickets can be created, assigned, and tied to remote sessions.
– Zero-trust security: Each session uses strong authentication, and GoTo enforces role-based policies.
– Extra tools: File transfer, script execution, background system info (without disturbing the user).
– Cloud-first: Everything routes through GoTo’s infrastructure — no need for VPNs or self-hosted proxies.
Technical profile
| Area | Details |
| Core purpose | Remote support + endpoint management |
| Platform type | SaaS (cloud-based, managed by GoTo) |
| Supported OS | Windows, macOS, Android, iOS |
| Session modes | Ad-hoc (invite link), persistent (agent installed) |
| Security | TLS encryption, zero-trust model, RBAC, multifactor auth |
| Features | Remote control, file transfer, background diagnostics, scripting |
| Helpdesk tools | Ticketing, team queues, reporting |
| Licensing | Commercial, subscription per user/technician |
| Integrations | Connects with other GoTo products and third-party helpdesk platforms |
Why companies pick it
– No servers to run — cloud-only, lower admin overhead.
– Blends remote support and IT helpdesk in one place.
– Strong focus on compliance and zero-trust security.
– Good fit for hybrid work setups with many remote employees.
– Quick sessions possible with invite links (no agent pre-install needed).
Day-to-day scenarios
– Support teams resolve end-user issues by sending a one-time join link.
– IT admins push scripts or updates across managed devices directly.
– A manager reviews ticket history tied to remote sessions for compliance audits.
– Remote workers get help without joining VPN — everything routes via GoTo cloud.
Security notes
– All sessions are logged for auditing.
– MFA is strongly recommended for technicians.
– Agents should be updated regularly to keep security features intact.
– Data routing through GoTo’s infrastructure may not suit organizations with strict on-prem compliance requirements.
Limitations
– Fully cloud-based — no self-hosted option.
– Licensing may be heavy for very small teams compared to free alternatives.
– Not as customizable as open-source remote support stacks like MeshCentral.
Comparison snapshot
| Tool | Key strengths | Best fit scenario |
| GoTo Resolve | Cloud remote support + helpdesk integration | SMBs wanting SaaS, minimal infrastructure |
| TeamViewer | Broad adoption, enterprise integrations | Large orgs with global support teams |
| AnyDesk | Fast sessions with lightweight install | SMBs focused on performance and cost |
| DWService | Free, browser-only, open-source | NGOs, freelancers, very small IT shops |
| MeshCentral | Self-hosted, fully controlled | Companies requiring on-prem compliance |
Real-world examples
A mid-sized law firm uses GoTo Resolve to handle remote employee laptops without forcing VPN access. An MSP integrates GoTo Resolve with their ticketing system to centralize client support. An internal IT team at a SaaS startup uses it to automate patching and remote troubleshooting.
Minimal checklist
– Subscription account with GoTo Resolve.
– Agents deployed on managed devices (or use invite links for ad-hoc).
– MFA enabled for all technician accounts.
– Ticketing configured for tracking support sessions.
– Monitoring of device status through the web console.