GoTo, which makes AI-powered unified business communications software, has announced a suite of new features for its LogMeIn Resolve solution for MSPs [Managed Service Providers]. The latest capabilities give MSPs a modern, AI-driven Unified Endpoint Management (UEM) solution to enhance the customer experience, streamline operations, and drive business growth.
“LogMeIn Resolve debuted in February 2022 as GoTo’s flagship UEM solution,” said Steve Shattuck, VP, Global Partner Ecosystem at GoTo. “It was introduced as part of our larger company rebrand to GoTo, and you may remember it was called GoTo Resolve at the time. Resolve consolidated decades of LogMeIn remote support DNA with remote monitoring and management (RMM), ticketing, and automation – purpose-built for SMBs and MSPs who needed an all-in-one alternative to fragmented tech stacks.”
The changes that were just announced were significant.
“Pre-2022, our core remote support capabilities existed in GoToAssist and LogMeIn Central, but Resolve unified them under a zero trust security architecture and introduced mobile device management (MDM) for macOS/iOS, among other features. The new AI update for MSPs is the third major evolution after previous updates introduced a range of new MDM and endpoint protection capabilities. In the UEM market, Resolve sits in the “lightweight, MSP-first” quadrant—meaning it is faster to deploy and more focused on the unique needs of MSPs compared to many competitors.
The global managed services software market is expected to reach more than $34 billion by 2033, driven by the need for Remote Monitoring and Management (RMM) and endpoint management solutions among other MSP-focused capabilities. Resolve equips service providers with the tools they need to thrive in this growing market, offering greater flexibility, efficiency, and control, all backed by a superior industry-first zero trust security architecture.”
End-user remote access is one of the key new features. It empowers clients with secure, on-demand remote access to their work devices from anywhere, whether working from home, travelling, or facing unexpected disruptions. The enhanced level of remote access flexibility provides MSPs with a valuable recurring service opportunity that not only solves critical business continuity challenges for clients but also unlocks new potential revenue streams and strengthens long-term customer relationships.
“Previously, end-user remote access required an active agent session,” Shattuck said. “The new capability delivers persistent, zero trust secure remote access directly to employees without requiring any agent involvement, while enabling the MSP to manage everything for simplicity and peace of mind.
“The feature was designed for hybrid small and mid-sized businesses that need 24/7 access to files and devices without the hassle of creating helpdesk tickets,” Shattuck continued. “MSPs can bundle the service at $2–$4/user/month on top of existing RMM capabilities, creating sticky, high-margin monthly recurring revenue while slashing after-hours support tickets by roughly 30%.”
Another new feature is simplified, customizable reporting, where the MSP can quickly and easily generate customized, insightful reports for clients using intuitive natural language prompts without needing to invest in deep technical expertise to unlock actionable data intelligence. With AI-powered insights, MSPs can use simple language to create comprehensive reports in just minutes that reveal key metrics, drive better client decision-making, and highlight areas for proactive management, all of which enhance client satisfaction and set the stage for business upsell opportunities.
“Reporting capabilities have always been a core part of Resolve, because we know how important this information is both to MSPs themselves and their clients,” Shattuck stated. “However, the new feature significantly simplifies this process, and eliminates the need for agents to have SQL or BI skills. Instead, they can simply type what they want into the solution’s AI support window, like “Show me Windows patch compliance by client for Q3,” and Resolve creates a branded PDF with all the information they need in less than 10 seconds. It’s powered by an OpenAI GPT-4o model trained on more than five years of LogMeIn’s data, so it nderstands MSP jargon and automatically excludes any personally identifiable information (PII) in its outputs to comply with GDPR and other regulations.”
Next on the new feature list is Dynamic Group Policies, which let the MSP efficiently manage and enforce security and compliance policies across customer devices using group-based assignments. With automatic policy application during device onboarding and offboarding, MSPs can accelerate deployment times, maintain consistent security standards, reduce manual management, and seamlessly scale operations as their client base expands.
“Resolve’s Dynamic Group Policies allow MSPs to set up policies that are automatically applied based on device group membership, covering tasks like remote execution, endpoint protection, and patching,” Shattuck said. “New devices added to a group inherit these policies instantly, while devices removed from the group also have the related policies removed. That minimizes configuration errors, speeds up onboarding, and frees up your team to focus on higher-value activities. Previously, when customers wanted to add a new script or policy to devices, they had to add each device manually. The new Dynamic Group Policies feature eliminates that complexity.”
The final new feature is brandable remote sessions, which let the MSP reate remote support experiences that prominently feature the MSP’s brand with customized logos, backgrounds, and welcome messages. The professional, white-labelled experience reinforces brand identity, builds customer loyalty, and sets MSPs’ services apart from competitors to secure long-term client relationships and power continued growth.
“The new Brandable Remote Sessions is included as a standard feature for all customers of Resolve’s top two plan tiers,” Shattuck noted.
Shattuck laid out what has the most appeal for channel partners among the new features of this upgrade.
“We’ve seen the most interest in Resolve’s new customizable reporting and end-user remote access features,” he said. “Reporting has been a long-time pain point for MSPs, and being to surface data easily is something the community has been asking for years. Likewise, end-user remote access is another key element to the solution because it enhances MSPs’ offerings with a valuable service that lead to more revenue and more trusting customer relationships.”
“We’ve seen particular success with MSPs managing between 50–500 endpoints, especially those serving regulated SMBs in the healthcare, finance, or education sectors who need audit-ready reporting and zero trust remote access without operating on an enterprise budget,” he added.
“We are always soliciting feedback from our customers and partners on our product features and which capabilities they want to see in the future,” Shattuck concluded. “That feedback plays a key role in determining our product pipeline, and we’re already working on delivering new integrations, billing support, and more to meet their needs.”