Collaboration and information technology management software firm GoTo Technologies Inc. said today it is launching IT help desk functions within its GoTo Connect unified communications-as-a-service tool.

The addition of help desk features is designed to complement GoTo’s existing strengths in IT support and management, and will allow users to submit a ticket directly within the GoTo application. It’s all about enabling a consolidated view that will help IT administrators to accelerate time to resolution, the company explained.

GoTo Connect is a UCaaS tool that includes cloud telephony, meetings, messaging, training and contact center capabilities. Additional features include Facebook integration for improved communications for customer-facing teams in their multichannel portfolios, as well as WebChat widgets that filter website visitor interactions directly into Chat queues.

The company also sells GoTo Resolve, which is an all-in-one product that helps to simplify small and medium-sized business IT management and support. It brings together features from GoTo’s remote access, management and support capabilities with a conversational ticketing and support toolset.

By bringing GoTo Resolve’s features to GoTo Connect, the company is effectively consolidating and unifying its portfolio of collaboration and IT management tools. IT admins and end users will benefit from a simpler, all-in-one unified experience that brings together phones, meetings, messaging and help desk ticketing into one application, the company said.

From the perspective of admins, the integration will help to increase productivity, enabling them to receive instant alerts, complete with end user details such as the device and its connectivity data. That will mean less time spent on discovery questions, the company explained. In addition, the integration will make it easier to run tests for common issues such as poor network connectivity.

GoTo Chief Executive Paddy Srinivasan said that when GoTo Resolve was launched earlier this year, the company understood it would quickly become complementary to GoTo Connect.

“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 this functionality together in a single experience for SMBs,” Srinivasan said. “Over time these two essential products will continue to come together so both end users and IT teams can maximize their productivity in our all-in-one business communications and IT support platform.”

In addition to bringing support functions to GoTo Connect, the company has rolled out a new GoTo Essentials bundle. It integrates the most essential communications and support features from GoTo Connect and GoTo Resolve into a single platform.

Image: GoTo