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GoTo Resolve

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(Redirected from GoToAssist)
GoTo Resolve
IndustryTechnology
GenreRemote support, mobile support, and help desk
Founded1997
HeadquartersBoston, MA
Key people
Paddy Srinivasan, GM, Customer Engagement & Support[1]
Websitewww.goto.com/it-management/resolve

GoTo Resolve (formerly GoToAssist & RescueAssist)[2][3] is a cloud-based remote support platform designed and targeted at IT support teams and customer support organizations. In 2018, LogMeIn's GoToAssist was rebranded to RescueAssist creating the Rescue brand of support products.[4]

Technology and business development

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GoToAssist was originally developed by Expertcity, which was founded in Santa Barbara, California in 1997. GoToAssist Remote Support enables users to access and control remote computers and other Internet-connected devices in order to provide technical support. The solution allows a desktop view of a host computer to be manipulated from a it computer. The two machines are connected through a TCP/IP network. One of Expertcity's innovations was to employ the Internet for connectivity, protecting transmissions with high-security encryption and multiple passwords. By combining a web-based software service with software installed on the host computer, transmissions could be passed through highly restrictive firewalls.[5]

In December 2003, Citrix Systems of Fort Lauderdale, Florida, acquired the GoToAssist service and its developer, Expertcity, for $225 million, half cash and half stock.[6] In 2017, LogMeIn, a SaaS company in Boston, completed the acquisition (through merger) with Citrix's GetGo family of products including GoToAssist.[7] GoToAssist joined former competitor LogMeIn Rescue to create the Rescue family of support products.[7]

Editions

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GoToAssist has gone through a series of editions. Most recently, in 2018, the technician console, a desktop application, was reconfigured to a completely browser-based experience and GoToAssist was rebranded RescueAssist by LogMeIn.[8]

See also

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References and notes

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  1. ^ Natalie Gagliordi (February 13, 2018). "LogMeIn adds AI chat services to the Bold360 CRM portfolio". ZDNet.
  2. ^ "GoTo Resolve Reviews & Ratings 2023".
  3. ^ "GoTo Resolve: The next evolution of GoToAssist | GoToAssist".
  4. ^ Sarah Kimmel (November 5, 2018). "LogMeIn Service Desk Tools Seek to Boost Self Service, Automation". ChannelE2E.
  5. ^ Expertcity (2002). "GoToMyPC: Like Being There" (PDF). Expertcity, 5385 Hollister Avenue, Santa Barbara, CA. Retrieved 2006-04-25. "GoToMyPC works by using the Internet, Expertcity-hosted secure servers and screen-sharing to enable users connect to their computers from a Web browser."
  6. ^ Stacy Cowley (2003-12-18). "Citrix buys GoToMyPC maker for $225 million". NetworkWorld, IDG News Service. Archived from the original on 2013-05-07. Retrieved 2012-01-24.
  7. ^ a b "LogMeIn Announces Stockholder Approval in Connection with Merger with Citrix's GoTo Business". CNBC. January 25, 2017.
  8. ^ "LogMeIn Redefines Employee Support with New Product Lineup" (Press release). GlobeNewswire. October 16, 2018.