Inside the GoTo Resolve Console
The GoTo Resolve console at console.gotoresolve.com is a web-based IT management dashboard that serves as the central hub for all device management, remote support, helpdesk and monitoring operations. This guide walks through the main sections of the console after sign-in.
Console Overview
After logging in at console.gotoresolve.com, you land on the main dashboard. The left-side navigation panel provides access to the primary console sections:
- Dashboard — overview of active alerts, open tickets, recent sessions and device health summary
- Devices — list of all agent-managed devices with status, OS, last seen, and health indicators
- Helpdesk — ticket queue, open/closed ticket management, and customer communication
- Monitoring — alert rules, threshold configuration, and alert history
- Reports — session reports, audit logs, patch compliance and device health reports
- Settings — account-level configuration (admin only): users, integrations, agent settings, billing
Devices Section
The Devices section shows all computers and servers where the GoTo Resolve agent is installed. Each device card shows:
- Device name and operating system
- Online/offline status (green = online, grey = offline)
- Last seen timestamp for offline devices
- Open alert count
- Quick actions: Start remote session, Run command, View details
Devices can be organized into groups for easier management — create groups by department, location, or function. Device groups allow you to apply monitoring rules, run scripts, and manage patches across multiple devices at once.
Starting a Remote Session
Find the device
In the Devices section, locate the device you want to connect to. Use the search bar to filter by device name, IP address or group.
Check device status
The device must be online (green indicator) for unattended remote access. For attended sessions — where an end user is present — the device can initiate a session via the GoTo Resolve customer-facing link.
Click Remote Control
On the device card or device detail page, click Remote Control. The remote session launches in your browser — no desktop client install required for technicians on modern browsers.
Use session tools
Inside the remote session: file transfer, clipboard sync, chat, session recording (on paid plans), and multi-monitor navigation are available from the toolbar.
Helpdesk & Tickets
GoTo Resolve includes an integrated helpdesk with a ticket queue accessible from the console. Key helpdesk features:
- Email-to-ticket: Configure a support email address; emails automatically create tickets
- Ticket assignment: Assign tickets to individual technicians or queues
- Priority levels: Low, Normal, High, Critical — affect sort order in the queue
- Internal notes: Technicians can leave private notes on tickets not visible to the end user
- One-click remote session from ticket: Start a remote session directly from the ticket context for faster resolution
- Customer portal: End users can submit and track their tickets via a self-service web portal
Monitoring & Alerts
The monitoring section lets you configure threshold-based alerts for device health metrics. For each monitored metric, you define a threshold value — when a device crosses that threshold, an alert fires and appears in the console dashboard and (optionally) is sent by email.
| Metric | Example threshold | Alert action |
|---|---|---|
| CPU usage | 90% for >5 minutes | Console alert + email notification |
| Memory usage | 85% sustained | Console alert |
| Disk free space | Less than 10 GB | Console alert + auto-ticket creation |
| Service stopped | Windows service unexpectedly stopped | Console alert + optional auto-restart |
| Device offline | Not seen for >15 minutes | Console alert + email |
| Patch compliance | Missing critical patches >7 days | Alert + auto-patch option |
Admin Settings
Account administrators access Settings from the console left navigation. Key settings areas:
- Users & Permissions: Invite technicians, set roles (Admin, Technician, Helpdesk Agent), assign device group access
- Agent Configuration: Default agent settings applied to new device installations — update frequency, branding, feature toggles
- Integrations: Connect to PSA tools, Slack, Teams, and other platforms
- Helpdesk Settings: Configure email-to-ticket, customer portal URL, ticket categories and SLA rules
- Billing & Plan: View current plan, device count, usage, and upgrade options
- Security: Enforce 2FA for all users, configure SSO, session timeout settings
Adding Devices to GoTo Resolve
Devices become managed in GoTo Resolve by installing the GoTo Resolve agent. From the console:
- Navigate to Devices in the left navigation
- Click Add Devices in the top-right
- Choose your deployment method: direct download installer, Group Policy / MDM deployment, or email invite to end user
- Run the installer on the target device (requires administrator rights)
- The device appears in the console within a few minutes of agent installation
For full agent download documentation, see the GoTo Resolve agent download guide.
Script Runner
The Script Runner allows technicians to execute scripts on managed devices directly from the console — no remote desktop session required. Available script types:
- PowerShell — for Windows devices
- Bash / Shell — for macOS and Linux devices
- Batch (.cmd) — for Windows legacy compatibility
Scripts can be saved to a library and reused across devices or groups. Schedule scripts to run at set times for automated maintenance tasks. Script output (stdout/stderr) is captured and viewable in the console after execution.