GoTo Resolve: The TeamViewer Alternative for Remote Support

There’s no denying that businesses of all sizes are becoming increasingly more reliant on technology and software to manage their day-to-day tasks.

Most teams leverage a range of tools every day, from contact centre platforms for customer service, to unified communication and collaboration apps, and even AI-powered systems. The trouble is, even the most advanced tools aren’t immune to technical difficulties.

An issue with a problematic smartphone, a glitching application, or a business network can lead to expensive downtime, diminished productivity, and a damaged reputation for any brand. Unfortunately, in today’s world of hybrid and remote work, traditional on-site engineers and tech support teams aren’t as effective as they once were.

Companies need a way to monitor, troubleshoot and resolve issues from a distance. That’s why remote support tools, like TeamViewer have become so popular. These solutions empower companies to fix technical issues from anywhere, and even manage entire suites of devices.

But after a serious security breach caused significant concerns for TeamViewer users in June 2024, many businesses are starting to wonder whether TeamViewer is really the best remote support option for their needs.

The Trouble with TeamViewer: Exploring the Security Issues

TeamViewer might be one of the most popular remote support apps available today, but it doesn’t have the best reputation for security, privacy, and compliance. After all, it’s not just companies that use this software. For years, TeamViewer has regularly been abused by malicious actors, such as hackers and scammers, to steal user information and plant malware on computer systems.

While TeamViewer isn’t the only remote access app to be abused by criminals, concerns about the security of the solution have increased this year. In June 2024, TeamViewer confirmed that it has been dealing with an ongoing cyberattack within its corporate network.

The company attributes this to government-backed attackers working for Russian Intelligence (APT29). Notably, TeamViewer has said the attack was “contained” to its corporate network, and that there’s no evidence the threat actor has gained access to product or customer data, yet.

However, it’s uncertain at this stage whether attackers are abusing shortcomings in TeamViewer, which could indicate serious security issues within the application itself.

GoTo Resolve: The Ultimate TeamViewer Alternative

Notably, TeamViewer isn’t the only company that’s been struggling with security breaches and malicious attacks lately. The APT29 group has also been linked to breaches at Microsoft and Hewlett Packard Enterprise. However, concerned companies do have other options if they want to switch to a more robust (and potentially more advanced) system.

GoTo Resolve, previously known as GoToAssist, is one of the best unified RMM (Remote Monitoring and Management) and Remote Support tools available today, going above and beyond the functionality of tools like TeamViewer, to provide a complete suite of business focused solutions.

The technology doesn’t just allow companies to access devices remotely to deliver technical support. It combines ticketing, zero-trust architecture capabilities, and proactive monitoring into a single solution. If you’re looking for an advanced way to protect, monitor, and support the hybrid workforce, here’s why GoTo Resolve might be the ideal investment.

GoTo Resolve: The Core Features

Part of the comprehensive GoTo technology suite, GoTo Resolve is a proactive device monitoring and management system, offering end-to-end enterprise security, multi-platform support, and no-code IT automation. Unlike TeamViewer, this offering was specifically designed with business security in mind, leveraging end-to-end 256-bit advanced encryption, transport layer security, single-sign-on, and multi-factor authentication, to defend business assets.

The complete suite includes:

Remote Support

GoTo Resolve is essentially the next chapter of GoTo’s popular “Assist” offering. Just like Assist, and TeamViewer, it gives agents and IT team members all the tools they need to resolve issues on any device, from any location. The cloud-based platform supports any device and platform, giving businesses complete freedom with their technology stack.

There’s integrated live camera sharing for video-based report, in-session system diagnostics for real-time troubleshooting, and a multi-session handling mode. Plus, the in-built collaboration features allow multiple team members to work on issues simultaneously. You can even run tasks in “admin mode”, which means end-users don’t have to enter their credentials to access assistance.

Remote Monitoring and Management

Building on the Remote Support capabilities, GoTo Resolve offers companies a holistic solution for remote monitoring and management. Through an all-in-one platform, available via the web, mobile, or a downloadable desktop app, administrators can access tools for patch management, customizable alerts, antivirus management, and more.

You can use the RMM software to schedule updates to devices, and you can prompt these “updates” to run in the background while team members are working. IT admins get one-click background access to all kinds of crucial system information, such as CPU, events, and processes, and they can access the command prompt without launching a remote session.

Plus, there are options for managing all kinds of devices at the same time. For instance, you can run Antivirus scans on all business device attributed to a specific group with just a few clicks.

Helpdesk and Ticketing

Unlike many other Remote Support solutions, GoTo Resolve eliminates the need for separate helpdesk solutions, by bundling everything into one package. The helpdesk software supports a range of flexible agent console options, with unlimited helpdesk channels for every team.

It can even integrate with Microsoft Teams, and provide access to a comprehensive range of reporting and analytical tools, to help you understand the common issues users face. There are conversational and traditional ticket options, and the option to create custom end user portals for different teams.

Mobile Device Management

For companies with field workers, flexible hybrid teams, and mobile staff members, the integrated MDM solution in GoTo Resolve delivers a powerful and effective solution for tracking device security. With this system, companies can take the stress out of managing and protecting tablets, devices, and workstations, while boosting the security of their BYOD strategy.

GoTo Resolve MDM allows administrators to collect hardware and software information about devices, install and manage apps remotely, and even remove software from specific devices. You’ll also gain access to powerful analytics and reports on data and device usage. IT staff can even separate business and personal data on devices, lock and wipe lost or stolen devices, and deploy security policies and configurations to groups of devices simultaneously.

IT Asset Management

More than just giving your IT teams a way to manage mobile devices remotely, GoTo Resolve ensures business leaders can manage their entire asset ecosystem from one space. The Asset Management software helps teams to accurately capture location, specification, warranty, and other information from all devices. Plus, it comes with integrated tools to help you monitor asset lifecycles, and easily onboard and offboard employees.

There are even handy “incident management” tools, which allow you to automatically add information about assets to support tickets and assign them to team members. All of this functionality is tightly aligned with the other components of the GoTo Resolve suite, giving you an end-to-end solution for boosting workplace security.

From Proactive Monitoring, to No-Code Automation

Suitable for companies in any industry, from education, through to retail, GoTo Resolve takes remote support and asset management to the next level. More than just a basic solution for troubleshooting and repairing issues from a distance, GoTo Resolve helps companies to stay one step ahead of security threats, while empowering and supporting their teams, wherever they are.

The solution even includes built-in proactive monitoring capabilities, which ensure your IT teams can detect device issues in real-time, and address them before they escalate. You can also customise your monitoring strategy for individual team members and device groups. Plus, there’s the option to set up tailored alert policies for certain security issues and compliance risks.

Aside from automatically monitoring potential issues, teams can also use GoTo Resolve to automate a variety of other workflows and tasks. The built-in no code workflow builder makes it easy to put countless projects on autopilot, whether you want to automatically apply patches to software, or run regular antivirus and malware scans.

Upgrade your Security and Remote Support Strategy

For many of today’s digitally transforming companies, Remote Support software is an essential resource. The right toolkit helps you to respond to potential issues faster, improve employee experiences, reduce operational costs, and preserve workplace flexibility.

Although tools like TeamViewer are still a popular option for Remote Support, there are plenty of other options out there that might give companies a greater level of control, reassurance, and functionality. GoTo Resolve is a more advanced system for remote support and asset management, that combines crucial enterprise-grade security features, with an intuitive user experience.

If you’re looking for a way to upgrade your security strategy, protect your team members from threats, and empower your hybrid team, GoTo Resolve could be the perfect alternative to TeamViewer. To learn more about your options for security software, device management tools, or GoTo Resolve, reach out to the TechGrants team.

Alternatively, if you need help finding the funding required to invest in new technology, visit our Funding page to learn about our innovative transformation fund.