As 2024 comes to an end, we are reflecting on a year filled with over 50 new features and enhancements, all dedicated to elevating the GoTo Resolve experience for our customers. From the launch of our AI assistant GoPilot, to expanded integrations and advanced device management functionalities, GoTo Resolve has made huge strides this year to lighten the load on IT teams, streamline operations, and boost productivity.
Here’s a look back at the standout features that made 2024 an innovation-packed year.
GoPilot – your AI-powered Assistant
Have you tried GoPilot, GoTo Resolve’s AI-powered sidekick? If not - or if it’s been a while – consider this your sign to take it for a spin. The GoTo team has invested heavily in GoPilot this year, rolling out quarterly enhancements that cover everything from AI-powered device diagnostics to patch updates and remote support. Let GoPilot handle repetitive tasks, so you can focus on high impact tasks that matter most.
Software Asset Management
With GoTo Resolve’s combined software and hardware asset management, IT admins now have richer data at their fingertips to make informed decisions about their entire IT inventory. The ability to seamlessly import, discover and track software licenses alongside monitoring application usage empowers teams to optimize resources more effectively. This integrated approach not only streamlines management, but also drives time and cost saving opportunities.
AI-enhanced Knowledge Base
The AI-powered knowledge base is a powerful addition to GoTo Resolve’s platform, seamlessly integrating with existing functionality and enhancing support workflows. It provides an easy, intuitive way to create, store, and retrieve knowledge articles, FAQs, and troubleshooting guides – all in one place. The knowledge base ensures that essential information is always readily accessible, making GoTo Resolve an even more robust, efficient workspace for IT admins and agents.
Integrations
New integrations bring enhanced flexibility and speed to IT support, with more options to build cohesive ecosystems with Resolve. Agents can reduce friction points associated with using multiple disconnected tools, and initiate support sessions directly from tickets in platforms like Jira ServiceDesk and Freshdesk. Plus, more streamlining opportunities for MSPs with ConnectWise Manage as well as integrations with Halo ITSM and PSA.
Self-healing Alerts
Self-healing alerts make it easier than ever to stay ahead of potential issues. With the ability to detect and resolve problems, you can set up predefined actions to address detected issues automatically. This proactive solution ensures your systems run smoothly while minimizing the workload on your IT team.
AI-powered Helpdesk enhancements
We’ve enhanced the helpdesk experience with powerful AI-driven features that streamline daily workflows. With AI-generated tickets summaries, agents can quickly understand issues at a glance, while automated reply suggestions provide clear, consistent responses, saving time and improving communication efficiency. Plus, our AI troubleshooting assistant empowers end-users to find solutions independently, often before needing to submit a ticket.
Remote Execution Enhancements
Expanded remote execution capabilities take device management to the next level, making maintenance faster and more efficient. With a library of ready-to-use scripts, IT admins can deploy solutions instantly, saving the time and effort of creating scripts from scratch. The new template manager brings more flexibility, allowing admins to setup up job templates in advance for immediate or schedule deployment.
Problem Management Beta
Simplify incident tracking with enhanced problem management. Link multiple tickets about the same issue, manage related tickets in bulk from a main ticket, and document root causes and solutions for future reference – all in one place. This centralized approach supports faster problem resolution and helps teams track recurring issues more efficiently, for faster, more organized support.
Windows Update Policies
The new Windows update policies simplify and automate patch management, letting IT admins keep devices compliant with little effort. With flexible scheduling, reboot options, and device filtering, IT teams can customize updates to run smoothly in the background with minimal disruption. Policies are an easy way to automate patching across devices or groups and keep systems up to date.
In addition to the highlights covered, we released many other valuable features that make GoTo Resolve even more powerful. Here’s a quick look at these updates:
GoPilot
- Guided Patch Management Capabilities: Install security updates & more.
- Antivirus Capabilities: GoPilot now understands to Antivirus related commands.
- End User AI Assistant: Ask for a solution and generate a ticket if unsatisfied.
- Helpdesk Integration: Make queries about tickets and other Helpdesk-related information.
Alerting Improvements
- Custom Script Alerts: Define your own monitoring scripts and triggers tailored to your needs.
- Self-Healing Alerts: Finds potential support issues and fixes them on the spot.
- Alert History: Keep a record of historical alert data with a list of acknowledged alerts.
- Improved Alert Permissions: Receive alerts only for devices you access.
- Priority Level for Alerts: Allows IT Admins to assign a priority level for each alert in a policy.
- Service status alert: Receive a notification if a service is started, stopped, or crashed.
- Acknowledge all alerts: Leverage the “acknowledge alerts” option for easy archiving.
- Windows Event Log Alerts: Be alerted about errors, unauthorized activities, and system issues.
Remote Execution
- Remote execution templates: Group steps together for later use during a remote execution job.
- Script Library: Scripts that address common use-cases to easily manage and monitor endpoints.
- Script Assist: Leverage AI for script explanations and enhancement recommendations.
Endpoint Protection
- Endpoint Protection Policy: Automate configuration & management for Endpoint Protection.
- Endpoint Protection Policy History: Access a historical view of EPP policies.
- Server support for GTRe Endpoint Protection Add-On: Install Endpoint Protection on Windows Servers.
- Group Install for Endpoint Protection add-on: Group install/uninstall Endpoint Protection.
Device Management
- Windows Patch View: See new available patches and apply to devices.
- Device Health Metrics: A dashboard feature with a snapshot of device health.
- BitLocker Management: View status and access recovery keys for online devices.
- Performance Monitor: View historical data from the past 72 hours on online devices.
- User Group Permissions: Simplify handling, parent-child group associations, and user assignments.
- Windows Update Policy (Beta): Automate patching with rescheduling, reboot, filters, and more.
- Zero-trust control settings: Control prompt frequency for users performing sensitive actions.
Asset Management
- Asset Loaning: Manage loaners and return date when assigning assets to users.
- Software Asset Management: Manage assets, automate discovery, and easily add software to inventory.
- Asset Ticket Linking: Link any asset in the inventory to any ticket.
Integrations
- JIRA ServiceDesk Integration: Access GoTo Resolve functionality from JIRA tickets.
- Freshdesk Integration: Provide remote support to end users directly from Freshdesk.
- Halo Integration: Create support sessions in Resolve and send invites to your users.
- Connectwise Manage: Link ConnectWise with Resolve's MSP solution to streamline client onboarding.
Helpdesk
- Ticket Auto-Completion: Powered by AI, email-generated tickets are filled with missing information.
- Ticket summary: AI-generated summaries help agents quickly understand ticket details.
- Ticket reply generation: Let AI handle replies and save time, keeping tickets clear and consistent.
- Knowledge Base: AI-powered knowledge base for easy creation, storage, and retrieval of articles.
- Problem management: Link related tickets, document root causes, and track solutions efficiently.
Remote Support and Access
- Device Installation from Ad-hoc Session: 1-click device install to a device group within a session.
- URL Installer: New options for installing unattended clients in .app and .MSI format from a URL.
- Pop-Out Session: Ability to have the running remote session popped out into a separate window.
- Leave Behind Applet: Leave the applet on the machine after a session for faster future support.
- Kiosk Mode: Support and access always-on devices by allowing agents to bypass user consent.
- Registry Editor: Access and edit configuration settings from the console.
- Force Install: Force the installation of the unattended client using Command Line.
- Blocking user input: Locking end-user mouse and keyboard during unattended sessions.
Customizations
- Alert API: With this API, create or overwrite a webhook subscription for receiving new alerts.
- Device API: With this API, pull device related data from GoTo Resolve to an exernal application.
- Tenant API: With this API, create new tenants for a given company