| GoTo Resolve | |
| Genre: | Remote support, mobile support, and help desk |
| Foundation: | 1997 |
| Location: | Boston, MA |
| Key People: | Paddy Srinivasan, GM, Customer Engagement & Support[1] |
| Industry: | Technology |
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]
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]
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]