Business communications and IT support platform provider GoTo is launching a new IT helpdesk feature within its GoTo Connect unified communications-as-a-service platform that allows end users to submit a support ticket directly within the app.
According to the Boston-based company, this functionality is designed to enable a consolidated view to help accelerate resolution time for IT administrators. The move essentially brings the functionality of the company’s GoTo Resolve IT support solution into GoTo Connect, furthering the company’s strategy of unifying its solution portfolio with one single platform designed for small and medium-sized businesses.
The company bills this unification as a way to cut down on the sheer number of tools and apps they need to use to do their jobs, making it easier for end users to find support and keeping the workload of already overworked IT workers at reasonable levels.
The company launched GoTo Resolve earlier this year with the vision that it would become a complementary piece to GoTo Connect, CEO Paddy Srinivasan said in a statement.
We see both IT support and communications as necessary products to keep a business running and employees and customers engaged, yet no one else is bringing together this functionality in a single experience for SMBs,” Srinivasan said. “Earlier this year we introduced a unified admin system and today we are excited to further deliver on our vision by bringing helpdesk ticketing into the GoTo Connect experience at no additional cost.”
The two products will continue to merge to allow for even more productivity and an easier IT support process, the chief executive said.
Now, GoTo says it offers a unified experience that brings together phones, meetings, messaging and helpdesk ticketing into one application while making IT support requests simpler for both end users and IT professionals.
In addition, the company says the solution allows for easier troubleshooting with the ability to run tests for common issues and drag-and-drop user watchlists to help IT stay ahead of problems.
In addition to bringing together those features, the company is also introducing a new GoTo Essentials bundle to help organizations consolidate their support and communication needs. The bundle, starting at $24 per user per seat, gives customers access to GoTo Connect Standard and GoTo Resolve Standard for one price, invoice and admin system, the company says.