GoTo has a new IT help desk within its GoTo Connect UCaaS product that doesn’t add to the cost.

GoTo – the business communications and IT support platform – now lets users submit a ticket from within the GoTo app. This offers a consolidated view that helps IT administrators resolve tasks more quickly. GoTo also announced a new product bundle for customers who want to consolidate their tech stack. They may need additional advanced support features from GoTo Resolve. Bringing GoTo Resolve functionality into GoTo Connect is one of the ways the company has unified its portfolio in 2022.

GoTo’s Paddy Srinivasan

Paddy Srinivasan is CEO at GoTo.

“When we launched GoTo Resolve earlier this year, we knew that it would quickly become complementary to our existing communication product, GoTo Connect,” Srinivasan said. “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.”

Making Consolidation Easier

In recent years, most businesses have embraced hybrid work and cloud-based technology to stay connected to their customers and employees. However, many businesses are left with too many tools for end users to learn and IT administrators to manage. For SMBs, this can be a bigger issue due to a lack of resources and budget, GoTo noted.

The company said it’s making consolidation even easier. It has accomplished this through the helpdesk ticketing function into GoTo Connect. It has reduced the burden on IT and increased the productivity of end users, the company said.

In addition, GoTo offers a range of unified communications and support. IT admins and end users get custom drag and drop user watchlists. This helps IT teams stay ahead of problems before they occur. Also, users get instant alerts with end-user details such as device and connection information. GoTo says this additional information upfront means less time spent on discovery questions. Finally, GoTo brings together phones, meetings, messaging and helpdesk ticketing together in one application.

Moreover, GoTo says it has made it easier for IT administrators to consolidate their most essential support and communication needs. The new GoTo Essentials bundle gives customers access to GoTo Connect Standard and GoTo Resolve Standard for one “competitive” price, one invoice and one admin system.