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 Santa Barbara ( es, Santa Bárbara, meaning "Saint Barbara") is a coastal city in Santa Barbara County, California, of which it is also the county seat. Situated on a south-facing section of coastline, the longest such section on the West Co ...

in 1997. GoToAssist Remote Support enables users to access and control remote computers and other Internet-connected devices in order to provide

technical support Technical support (abbreviated as tech support) is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical suppor ...

. The solution allows a desktop view of a

host computer A network host is a computer or other device connected to a computer network. A host may work as a server offering information resources, services, and applications to users or other hosts on the network. Hosts are assigned at least one network ...

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 In cryptography, encryption is the process of encoding information. This process converts the original representation of the information, known as plaintext, into an alternative form known as ciphertext. Ideally, only authorized parties can de ...

and multiple passwords. By combining a web-based

software service In the contexts of software architecture, service-orientation and service-oriented architecture, the term service refers to a software functionality, or a set of software functionalities (such as the retrieval of specified information or the execu ...

with software installed on the host computer, transmissions could be passed through highly restrictive

firewall Firewall may refer to: * Firewall (computing), a technological barrier designed to prevent unauthorized or unwanted communications between computer networks or hosts * Firewall (construction), a barrier inside a building, designed to limit the spr ...

s. 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. 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.

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.

References and notes

{{Remote administration software Remote desktop Remote administration software

Technology and business development

Editions

See also

References and notes