GoTo Adds AI Capabilities Plus Automation, Management to Resolve & Rescue

Communications and IT management vendor GoTo announced additions to the GoTo Resolve and LogMeIn Rescue solutions aimed at streamlining IT processes. The solutions now include enhanced AI capabilities, streamlined IT workflows, and improvements to device management tools.

“At GoTo, we’re committed to delivering innovative IT management and support solutions that empower teams to work smarter,” said Olga Lagunova, chief product and technology officer at GoTo. “These updates for GoTo Resolve and Rescue leverage AI, automation, and integrations to transform how IT teams operate. By enabling proactive problem-solving, scalable support, and more efficient workflows, businesses of all sizes can thrive in an ever-changing technological landscape.”

GoTo Resolve strengthened through endpoint management

GoTo said in a press release that the new tools will enable proactive management rather than simply patching and fixing issues once they arise. This approach to security and IT management reflects the growing complexities of endpoint and device management as more devices come online in businesses every day.

Specific additions to the GoTo Resolve Unified Endpoint Management solution include:

• AI-powered Helpdesk Enhancements: Speed up ticket resolution with automatic summaries, suggested replies, and a user-facing troubleshooting assistant.
• AI-enhanced Knowledge Base: Automatically create, manage, and retrieve essential IT information and troubleshooting guides.
• Windows Update Policies: Automate patch management for improved system security.
• Expanded Remote Execution: Simplify workflows with a new script library and pre-built automation templates.
• Problem Management: Automatically link and manage related tickets to streamline resolution processes and provide insights into incident patterns.

LogMeIn Rescue enhancements target enterprise-scale IT needs

LogMeIn Rescue has also been enhanced with an eye toward the future needs of both MSPs and small and medium-sized businesses (SMBs). These enhancements are, according to GoTo, focused on bringing enhanced customer support and technical capability to manage and secure devices and data.

The additions to LogMeIn Rescue include:

• Redesigned Device Manager: Organize and manage unattended devices at scale with a more intuitive and efficient interface.
• Unattended Privacy Mode: Protect sensitive data during remote support sessions with enhanced privacy controls, including screen blanking and mouse locking.

December updates join prior enhancements made throughout 2024

GoTo has spent much of the latter half of 2024 focused on bringing new and enhanced solutions to the SMB market through channel partners. In September, the company launched Connect CX to target the customer experience market.

GoTo Resolve has also seen several waves of additions in 2024, including:

• GoPilot Interactive AI Assistant: An always-on AI helper that autonomously detects, resolves, and prevents endpoint issues while providing IT agents with real-time support for queries and troubleshooting.
• Self-Healing Alerts: Proactively identifies and resolves potential issues before they disrupt operations, ensuring seamless workflows.
• Software Asset Management: Streamlines the monitoring and management of software inventories directly from the console.
• New Integrations: Start and share support sessions directly within tickets generated in Jira Service Management, ConnectWise Manage, and Freshdesk.

Similarly, LogMeIn Rescue enhancements focused on strengthening the tool’s integrations with widely-used MSP tools and bringing relevant, necessary technology to SMBs.

Those additions include:

• Rescue Web Technician Console: A browser-based console that allows IT professionals to deliver streamlined support from any device, eliminating the need for pre-installed software.
• New and Improved Integrations: Improve workflows with new Microsoft Teams and Jira Service Management integrations, an enhanced Salesforce integration for remote support, and a new Live Lens integration with ServiceNow.

GoTo’s partners celebrate the vendor for strong customer support and innovative technology. Learn more about why four solutions providers nominated GoTo to Channel Insider’s VIP List.