GoTo Resolve (formerly GoToAssist & RescueAssist) 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.
Technology and business development
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
It or IT may refer to:
* It (pronoun), in English
* Information technology
Arts and media Film and television
* ''It'' (1927 film), a film starring Clara Bow
* ''It! The Terror from Beyond Space'', a 1958 science fiction film
* ''It!'' (1967 f ...
. The two machines are connected through a
TCP/IP network
The Internet protocol suite, commonly known as TCP/IP, is a framework for organizing the set of communication protocols used in the Internet and similar computer networks according to functional criteria. The foundational protocols in the suit ...
. 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.
In December 2003, Citrix Systems of
Fort Lauderdale, Florida
Fort Lauderdale () is a coastal city located in the U.S. state of Florida, north of Miami along the Atlantic Ocean. It is the county seat of and largest city in Broward County with a population of 182,760 at the 2020 census, making it the tenth ...
, acquired the GoToAssist service and its developer, Expertcity, for $225 million, half cash and half stock. In 2017, LogMeIn, a SaaS company in Boston, completed the acquisition (through merger) with Citrix's GetGo family of products including GoToAssist.
GoToAssist joined former competitor LogMeIn Rescue to create the Rescue family of support products.
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Editions
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. RescueAssist offers a modern approach to remote support. Through a plugin, users can start a support live session from a browser window on virtually any device, complete with chat, remote view, and file transfer features. There's in-channel support for popular messaging apps like Slack and includes zero-download camera share to live stream video through the end user's Android or iOS smartphone, making it easier for an IT employee to troubleshoot equipment remotely. RescueAssist supports Mac, PC, Chromebooks, iOS and Android devices.
See also
* Technical support
* Remote desktop software
* Service desk
* Virtual help desk
* Software as a service
References and notes
{{Remote administration software
Remote desktop
Remote administration software