GoTo Adds Agentic AI to LogMeIn Resolve & Rescue for Faster IT Support

The Resolution Agent: Less Ticket Hell, More Actual Fixing

The headline feature in Resolve is the new Resolution Agent — an agentic AI that doesn’t just suggest fixes, it acts on them.

It interprets user requests, asks clarifying follow-up questions, runs device diagnostics, and executes approved remediation steps. The technician stays in the loop for sign-off, but the legwork shifts to the AI. For teams drowning in repetitive L1 tasks, that’s a meaningful change in how support hours get spent.

Wolters Kluwer’s Technical Support Specialist Benito Tedesco put it plainly: knowledge bases that once required manual documentation of every support step can now be created in seconds by simply telling the AI what to do. Fewer logs to write. More problems to solve.

Real-Time Device Data, Without the Database Queries

Resolve is also gaining real-time device performance monitoring — CPU load, disk usage, application activity — surfaced directly in the support workflow.

The smarter addition here is natural language reporting. IT teams can generate charts and reports by describing what they want in plain English, skipping the SQL entirely. It’s a small UX shift with a large practical payoff for teams that aren’t data engineers.

Patch Management Gets Smarter Too

Patch management is one of those tasks that sounds routine until something breaks at 2 a.m.

GoTo’s update gives IT teams richer context on patch status and vulnerability exposure, plus automated analysis of patch failures with actionable recommendations. Less time in log files. More time understanding what actually went wrong — and why.

Rescue Meets Nexthink: Context Where You Need It

On the Rescue side, the big move is a deeper integration with Nexthink, a digital employee experience platform.

Support sessions can now be launched directly from within Nexthink, while telemetry, troubleshooting checklists, and DEX scores appear inside the Rescue console. The goal is faster root cause analysis, better first-contact resolution, and lower average handle times. More device analytics are planned for Q2 2026, so this integration is still warming up.

Rescue users also get custom enterprise domains for .com and .eu addresses — a clean single entry point for support access that simplifies allow-listing. Unglamorous, but the kind of operational detail that matters at scale.

Why This Matters Beyond GoTo

This update isn’t happening in a vacuum. Across IT management and remote support, the industry is moving fast from basic chatbots and ticket automation toward systems that can reason about device data, propose fixes, and take approved action.

GoTo is framing these changes as embedding AI into the fabric of daily IT operations — not bolting it on as a feature. Joseph George, GM of IT Solutions Group at GoTo, described it as transforming the relationship between IT teams and AI, treating it as a strategic partner rather than a utility.

That framing is increasingly common. What’s less common is shipping the features to back it up.

The Takeaway

For IT leaders evaluating remote support and endpoint management tools, GoTo’s update raises the bar on what “AI-powered” should actually mean in practice — autonomous diagnostics, natural language reporting, integrated DEX context, and smarter patch intelligence.

If your current service desk tooling still requires technicians to manually document every support step, it might be time to observe what’s changed — and choose smarter.