Who Uses This Software?

GoToAssist is now RescueAssist. RescueAssist is a platform for small to medium sized businesses, providing faster, frictionless connections for IT support for customers and employees.


Average Ratings

111 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $39.00/month/user
  • Pricing Details
    /Per Technician - billed annually
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • LogMeIn
  • get.gotoassist.com/
  • Founded 1997
  • United States

About RescueAssist

GoToAssist is now RescueAssist. RescueAssist offers market-leading remote support and ITIL-based service desk management to enhance IT operations and reduce cost. Key new features include lightning-fast connection time, right fit support including chat, remote view, and file transfer, in-channel support (integrations with apps like Slack), and mobile device support + camera share.


RescueAssist Features

  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback

RescueAssist Reviews Recently Reviewed!


Simple, Easy-To-Use Remote Support Tool. No Bloat, No Problems.

Aug 15, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: There are many remote support tools, but GoToAssist is the simplest of all the tools. There's no bloatware, like other 'team viewing' software, there's just a simple installer for both agent and user. The usability makes it something that I can use every single day, as well as all of my team too. I've never had a disconnection based on the software, only on the user's connection speed being an issue. The best part is that it's almost completely seamless with yoursupport business.

Cons: It may sound silly, but I'd like a way to keybind an F-key or something to a "Start Support Session", and having the support URL saved to my clipboard automatically when a new session is started. It's the little things, but there's not much to complain about with GoToAssist.

Overall: Remote support at a decent price per support agent, an easy-to-use tool, with some customizable options, but definitely some things missing that can be improved on. No bloat at all, the servie runs nicely on the remote user's PC or Mac, and I'm easily able to support and help the user with their problem. The product doesn't get in the way, and that's the best part.

Capterra loader

Great Supporting tool via remote

Dec 13, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

1 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Go to Assist offers a wide variety of feature, First; with unlimited live end-user support- with one click i am able to convert a phone session with a customer into an online support session. Secondly, Session Reporting where i am able to jot down notes during the session, track my time spent, and more importantly record my session and download them for archiving and training purposes. Third, I am able to transfer files securely to my customer's pc and diagnose the issue. Fourth, GoToAssist has a dynamic remote support, where it enables multi-sessions for up to eight customers at a single time, transfer, files and reboot/reconnect if need be. Last but not Least, GoToAssist offers a trail version for users who want to test the software.

Cons: The lack of support, There were times when i had questions about the new features or even basic support for GoToAssist but thier customer support isn't sufficient to respond back in time, or it takes time for them to return to my messages via email.

Overall: Ability to transfers files, record sessions, connect more than one end-user, chat option to take notes for the issues and much more

GoTo the Rescue!

Jan 07, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The ease of use it what truly makes this a must have software for any remote support. Being able to have a single exe file to load on the fly, provide a session code and then have full remote control for support is what keeps my customers happy. Without a reliable, easy to use software like RescueAssist, I wouldn't have a job.

Cons: With the newest OSX, unfortunately the user has to go into their security preferences and allow control of their computer. By default this is disabled so the first time the user will have to unlock the security settings and enable it.

Overall: It makes remote access and support so easy, that it really comes down to being the most important software in my business. Without RescueAssist, I wouldn't be able to do my job sufficiently, and this just makes it that much easier.

Capterra loader

Premier Desktop Remote-in Application

Dec 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Quick and easy to learn with minimal to no learning curve for new users. Same goes for end-users when working with clients. Easy to navigate and open several sessions allowing a single user to simultaneously remote into multiple computers.

This product has been integral in troubleshooting issues for clients, updating our software solutions remotely, looking at computers specs and watching client daily operations to allow for effective communication.

Cons: No cons to report at this time. As I'm always looking to reduce costs, I regularly look at other vendors. I have not been able to find a comparable product at a lower price point. As such, we will be sticking with GoTo Assist for the foreseeable future.

GoToAssist Review

Jun 27, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: GoToAssist by Citrix is a cloud-based remote support and mobile device support solution. The service is easy to set up, and fast and comfortable to use; anyone with some troubleshooting skills can provide assistance in minutes. It's an excellent solution for companies looking for inexpensive remote IT support.

Pros: This software product has a easy to use GUI. It allows to connect to remote devices. It also allows to do screen sharing and remote control the devices. Moreover, it also allows to share or transfer files. It is very intuitive and cloud based application. There is also recording feature included in this product.

Cons: It is not a cheap software. It is a subscription based application. It could be difficult for non-computer savvy or normal average users.

Capterra loader

best of the best cloud based remote desktop Tool

Mar 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The Most I like in GoToAssist is:

1. We can easily connect using remote desktop and secure

2. We can Access and Control unattended computers

3. Can Send files using this tool

4. Can Control PC and Apple MAC computers

5. Inbuilt Chat option

6. Real time customer Support

Cons: If I can get it for free for a lifetime then there'll be no dislikes about this tool :D

Overall: I have been using GoToAssist to provide technical support to my clients mostly and it helps me a lot in resolving all the issues in real time as it's a cloud based remote desktop tool. I was using this tool since 2012 and as of now resolved nearly more than 5000 customer and clients technical issues without any delay. Thanks a lot to this tool as it's always helps me a lot in delivering customer's business on time :)

Capterra loader

we use this at work for all of our remoting. Works great and has good usable features as well.

Jul 23, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: This is our go to software for work. Obviously we use the for on demand customer service, but we also use it when we need to remote into a computer or server unattended. One of the great things about this software is the ability to send and receive files during the remote session, making it easy to install software or download log files when troubleshooting issues.

Cons: its a bit pricy, we've even discussed moving to an in house platform for remote software, but some of the features you get with GoToAssist are just not available with in house solutions.

Overall: Great software, great featuers, a bit on the pricy side!

Best benefit is the abuilty to send and receive data such as programs and or error logs.

This software is the best

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: really easy to used you just login and you are ready to used it and its so easy that you have way to connect with clients if you work with IT like I do you can email links for clients to connect or you simply provide them the website and the code for clients to connect with you... I cannot live without this software on the IT world.

Cons: No cons at all the software is self explanatory and they have well documented steps on the software on how to used it really really easy to used and no tech should live with out it.

Overall: Best software in the IT world and there is no day I don't used this software to connect with a client

one of the best tools any tech can have in the IT support arsenal ..

Capterra loader

I have used several remote control packages and this is one of, if not the best, I've ever used.

Jul 02, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to setup new users and easy to use. When I have to connect in with someone I don't have unassisted access to their system it's easy for them to follow the on-screen prompts to allow me to connect.

Cons: Sometimes, not very often, I've had issues with updates causing issues with certain other software on systems that I connect to. I wish it were easier to "rollback" an update to an earlier version so they could have time to create a patch - which they have done for me in the past.

Overall: Ease of use and ease for users to allow me to connect. I like the unassisted option that makes it easier for me to work on systems during peoples off hours but doesn't compromise their login credentials.

Go-To-Assist is the best remote desktop solution for our business

Aug 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I've used Go-To-Assist for over four years and it has been a great experience. The best features are the ability to obtain diagnostic information on the host machine with the click of a button and the ability to have other support team members join a session. Restarting a customer's machine has been very useful because of the ability to reconnect the session. Highly recommended A+++

Cons: I wish GoToAssist had the ability to capture and store screenshots, rather than using an external 3rd party tool, This would provide a repository that would be easily accessible for reference.

Capterra loader

Our clients love GoToAssist.

Jul 09, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Gotoassist simplifies the process of remotely communication between my organization and our clients and even between the team at work. I am able to screen share with my colleagues at the workplace, comment on files and documents remotely. I see this tool as a better alternative to Google doc.

It is easy to setup and install ,and interestingly a lot of our clients have come to accept this tool courtesy our recommendation.

Cons: Requires a fast internet network connection to function quickly and from experience every remote communication tool requires same too.

IT Tools made easy with GoToAssist

Feb 24, 2017
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: GoToAssist is a solid product. It can't get any easier when remotely providing support. Being a user for 2 years, I sometimes take for granted how much easier it's gotten. We use to use VNC, Teamviewer and Join.me, however, started having issues when a product marked as Free then was no longer free, or how another product is just not safe to have in your network. With GoToAssist you get the ease of use for both the person providing support and the person receiving support. Although it's not free if you are a Non-Profit there are ways to significantly reduce the price by half on a yearly subscription.

Pros: Ease of Use Intuitive Offers other built-in tools

Cons: Retail Price a little high compared to other free products

Learning Curve but Stable Product

Oct 24, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We heavily use this product on a day to day basis, and I have to say, it's very stable. I can count on it to work every time, which is very important when we are trying to get on an angry client's screen. The unattended access feature is easy to set up and easy to access.

Cons: It's weird but there is no clear way to log on and off the desktop application. When setting up a new user and testing their account I had to cancel the tool multiple times from the task manager to get a login screen. The learning curve is a little high, takes a little bit of time to get use to the features and how to use them. I also wish more than one person can enter an unattended session from the unattended access point.

Excellent Software

Aug 31, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: We use GoToAssist everyday for remote support to our branch offices all over the United States. It works great for us. The ability to remote into any machine we need to and control, monitor or install software/updates makes this software a life saver.

Cons: Better support for mobile devices. We use a lot of iPads out in the field and would love to be able to remote in and grab information or troubleshoot issues for the non technical sales reps.

Overall: Great program. Would recommend to other companies looking for remote assistance software.

Capterra loader

Great remote access software.

Feb 05, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Make's remote support simple to use. Clients get a keycode to install software and you are in and out.

Cons: The software was buggy at times and couldn't connect and the computer was on trying to get remote support.

Pricing very steep when compared to other companies who do the same thing and have the same features and services.

When compared to other companies it's still has a lot more work to do to be charging what they charge.

Overall: Simple setup for you and the consumer. In just a few minutes you get computer access.

GoToAssist convenient for connecting to users, and servers.

Feb 19, 2015
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I've used this product working at many companies. It's a quick time-saving way to connect to customers computers and resolve issues quickly. You can have a list of customers if you need to reconnect or use only a one-time connection with no saved option to reconnect. I can take care of more issues using this tool than any other remote connection tool. I like the one time use of the product or saving connections to use in the future.

Cons: Pricing is what I like least about GoToAssist. That is the only thing I like least about this product. Everything else about this product works great and I've never had problems or confusion from customers connecting to the product.

Recommendations to other buyers: Weigh the cost of the product versus benefit to customers and volume of calls. As you always want to keep your cost low. Although this is a great product, cost can be high. Really try to work out a good deal with the vendor.

Simple footprint, Trusted Citrix platform. Easy for customers.

Dec 05, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love the easy way you can initiate support with a client, just by pointing the to the simple www.fastsupport.com website. Nothing more they need to do and you can be, screen sharing, full control or even file sharing for troubleshooting and remote desktop. There is even an unattended support and the ability to run multiple instances simultaneously form a technician perspective. I have always used this infrastructure and as a customer focused business, this is professional and great value.

Cons: There are many competing products, so some clients don't like to have multiple remote desktop software installed for their personal needs, then their professional outsourcing. The only thing this is missing is some form of VoIP in the basic plans.

Overall: This has my recommendation because of the overall quality, like i mentioned before it has a super small footprint for client, and they do not need any real technical knowledge to initiate the support. I have tried with some of my own family, you know that computer illiterate aunty we all have. Yes, even her found going to a website address straight forward enough. Speed and technical infrastructure of this platform keeps me an avid user.

CITRIX GO TO ASSIST

Jan 05, 2017
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and navigate - immediate connections with a click - ability to transfer files

Cons: Connection fails sometimes - pricey

Overall: I have been using this product for about a year. When it works it is very user-friendly and we use it many times a week, sometimes daily. I use the product to connect to my retail store and office computer from my laptop when traveling and/or away from the business. It tends to lose its connection for no particular reason, not often but seemingly at the worst time. I would recommend it regardless of this issue - it is a bit pricey for 1 PC connection

Recommendations to other buyers: Set the price for people like me who are hooking into multiple networks - address connectivity issues.

The Perfect Software for the IT Person

Feb 25, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I have had a great experience with RescueAssist and I would recommend it to any IT professional.

Pros: RescueAssist has been some of the most helpful software in my career. The ease of use as well as the options available for the price are unbelievable. I can manage 40 people's computers without leaving my home. The ability to control employee's' computers from my home is an absolute time saver.

Cons: Sometimes the software doesn't work correctly and won't pull up a support session, but usually exiting out and logging back in will fix this.

Lifesaver when you are out of the office

Dec 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I am the only IT guy in a company of about 50 users and this is a lifesaver when I am out of the office or across the campus. Setup the unattended and you can also do updates on single machines remotely.

Cons: Sometimes the unattended function shows offline and you have to try for a while to get it on. Most of the time it comes on, but sometimes it will not.

Best remote support software I have used in six years as a support technician!

Apr 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money

Pros: Easy to deploy, use, maintain, and start session for users. In addition to the unattended support feature, they have several URLs users can easily navigate to, which results in shorter time to session.

Cons: Cost - this is one of the more expensive remote support tools I have ever paid for. I had to really push to get it approved, but I'd say it's worth the price!

We use this for 35 users and we love it. It looks a bit outdated but works well.

Mar 07, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I love being able to add unattended access to all the computers within our organization. It saves us a lot of travel time being able to remote into a machine and fix an issue versus traveling onsite to do a basic repair.

Cons: I use the Mac version mostly and it is lagging far behind the look and feel of the Windows version. They should absolutely upgrade it.

Fantastic way to access remote computers!

Jul 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This software has everything I need to login and troubleshoot all of my client's computers. It helps us to be way more efficient when providing technical support to clients.

Cons: Occasionally the connection is slow and the remote computer doesn't respond as fast as I would like it to.

Overall: It helped our company to become more efficient when providing technical support to our clients.

Capterra loader

Gret program, does what it's supposed to

Dec 07, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: IT's fast, can easily share sessions between other technicians to complete a job, and it's reliable on reboot

Cons: Lacks some of the logging/advanced features of other remote software, such as log me in rescue which allows you to customize it a bit more.

Overall: Quick way to repair systems remotely that are not on the domain (Field techs mostly), it gets the job done in most cases.

Easy Remote help

Apr 03, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: You can have the FULL control of the machine (User must run the software like admin) and you can troubleshoot the machine for BSOD, driver installation, Office Activation, etc

You can chat directly with the user using the software

you can share the clipboard, useful to share links or commands

Easy to connect, just send a link, customer open the link and run the software, done! You are now connected.

Cons: User must run the software like admin

Sometimes has connection problems

Overall: Sometimes the customer cannot explain correctly the problem or you cannot explain them how do the things, GoToAssist can help you to create a remote connection and fix the computer remotely.

I use when I need tech support and to allow secure remote access

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Software allows for tech support to remote into my computer or server and address issues over a secure connection. It is only a temporary download, so with that it helps to minimize any security threats. I am able to watch and work with techs this way and even learn how to fix things myself long term

Cons: The only thing that can be liked least about this software is that you have to take the extra few minutes to download it each time. That being said it's 100% necessary for security which definitely comes first

Overall: Secure help from different techs from many different programs. It assist with long term learning for me to better run my clinic

Easy to use!

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: My office has constantly been having an issue with our installed doorbell and about every week, I have to call customer support and have them fix it. Since the doorbell is synced with our wifi, the only way customer support can help me is if they connect with my computer. They send me a code for GoToAssist and connect within seconds. They quickly fix what needs to be fixed and move on. It's very convenient and I don't have to do anything. They can just come in, get it done, then leave.

Cons: I have no complaints about this program at all. The only thing that I have an issue with is not knowing what exactly the other end can do when they connect with my computer. Can they save anything from my computer without me knowing? I'm sure all of this info is in the software information and I haven't read it but I have privacy issues and always worry about people logging onto my computer.

Overall: Great! Super easy and convenient.

Great software

Jun 04, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: Let me feel like I was sitting right in front of the system know matter where it was. Logging in was seamless.

Cons: The ability to capture system information was limited compared to out remote access software. Lacked the ability to run commands remotely without logging in.

University of Miami - IT MGR - Athletics

Oct 03, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: You can be up and running in less than 5 mins. You can setup unattend remote support to rub as a service.

Cons: I've been using for about 2 years and haven't found any cons.

Overall: It easy to use if offer a website for users to connect easily, your can also email links and a key. I use this daily and have never had and issue. Besides supporting others, I have my computers setup for easy Unattend remote accsess.

Recommendations to other buyers: If you looking for a Remote Desktop support, sign up for the trial you won't be disappointed

Excellent Remote SupportTool

Jan 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: GoToAssist is very easy to use and enable us to remotely assist our end users. It gives us the ability to screen share, and even take control where necessary. We can share files, apply patches, and do any other kind of support necessary. Our company has end users scattered throughout the country, and this tool allows me to easily access and support them no matter where they are.

Cons: The only possible con is that it is a little more expensive than some of the competitors out there, but considering the reliability we have had with it, I cannot complain about that.

Great tool and easy to use!

Jan 15, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We've used other remote tools before such as remote desktop, but this one seems a lot more reliable to use. Dealing with scattered employees throughout the world, we are able to quickly resolve any issues they might be having - anywhere in the world. The connection is always very quick with very little lag time.

Cons: There really isn't anything that I can say negatively about this software. There might be lag here or there, but that might be based just on the connection and not the software itself.

One of the best IT support toolset

Aug 24, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Using since last 4 years, ideal in offering customized IT support environment in an organization. Best solution for remotely accesing Computers and servers for troubleshooting and support purpose. Further ideal for organizing small training (one on one or with multiple users) with desktop/client screen sharing feature . Must have for IT Support team.

Cons: Slow network response time (Occasionally) and sometime remote system become unresponsive after long use. Apart from this no problem faced till now.

Capterra loader

A great way to provide in-house tech support to our crews in the field!

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I am the "resident tech-support" in our office for almost all of our superintendents and field crews. If they're having trouble with a program, or their laptop, I'm usually their first resort, before we call the outsourced IT company we use. For a lot of our jobs out of town, it's difficult for the supervisors to get their laptop in quickly to be checked in person, and Go-To-Assist makes it easy and efficient for me to access their computer and (usually) quickly resolve the issue they're having! I love that I can see and control their computer right from my office, no matter where they are, as long as they have an internet connection.

Cons: There really isn't anything I can think of that I don't like about this software. I've never had any issues with it, other than a little bit of lag, which is due to internet connections and not the software!

Overall: I am able to assist our field guys with their software/computer issues right from my office, quickly and efficiently!

Capterra loader

What we use for remote support

Feb 14, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: Our staff really seem to like it, the email to invite feature really works for us. The fact that you can run it as a service is a plus as well.

Cons: Some times we experience indeterminacy, and dropped sessions, not all the time but it happens even when we have good connections.

Very useful software. Limited on MacOS

Feb 02, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It allows you to give clients fast technical support with little to no delays in the process.

Cons: Clients that are not tech-savvy find it difficult to join a session.

Overall: Once a session is established it is easy to provide technical support with almost no lag in the process. On MacOS, it is a little limited because it does not have annotation /drawing features or the ability to Restart as Admin to perform certain commands. Besides that, the software is simple, easy to use and fast.

My favorite way to shadow end users

Nov 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This software is great for shadowing end users in a support role. It allows you to connect to users no matter what security is set up.

Cons: The client typically has to quickly install this. However, it is a quick process and easy to walk the user through.

Easy Unattended Sessions for Remote Support

Jun 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Using unattended sessions is very easy, and has most features that we need while accessing a client system remotely.

Cons: Setting up unattended sessions is difficult for some end users, due to the way they access the system we need access to.

GoToAssist allows me to remotely provide support in an easy and effective way.

Aug 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love that I can provide support using GoToAssist from my phone, tablet, and PC. There are times when I only have my phone on me and through their mobile app I can still get work done when needed.

Cons: I wish I could be logged in from two devices at once with my same login. It hasn't been a huge deal though.

Overall: GoToAssist allows me to remotely provide support anytime from almost anywhere. It has been a lifesaver at times when I'm not on site but support is needed.

One of the most user-friendly remote desktop platforms I've encountered.

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: - It is very easy to setup and configure across our entire company. - Simple interface allows for quick and easy connection to remote computers. This is very handy when we have a team member in the field with a problem that we need to troubleshoot.

Cons: - It's pricey, their subscription model definitely works for larger companies, unfortunately this doesn't work as a viable solution long term for us. - I've noticed that once when I updated the software, it didn't take and caused a bug that forced me to uninstall and reinstall the program.

GoToAssist

Aug 09, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2.5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and easy to connect to friends I help with their issues. I have a few older folk who own computers but aren't too savvy and it is easy to get them to download the file and run the GoToAssist setup.

Cons: Need to be able to get it consistently on a need to use basis, I don't charge a lot of the people and a subscription is daunting. I don't seem to be able to pay a one-time fee anymore.

Recommendations to other buyers: None, I have never used any other applications for remote connection.

Capterra loader

Quick and Easy screen-sharing!

Oct 09, 2018
5/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is very easy to provide clients with a URL and the screen-share session is up in less than 2 minutes. This makes troubleshooting client's computers very quick and painless.

Cons: The GUI is a bit dated in comparison to some of the competition.

Overall: Regardless of the client's display be it an old PC or even a newer Mac, I'm able to view their content and resolve / explain issues quite easily.

My favorite enterprise remote support app!

Jul 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: + Set-and-forget - install for managed IT and it's there when you need it.

+ Auto-updates on client machines

+ Allows for clients to consent to remote support

Cons: - Versioning is an issue on some machines - if the client's machine does not update, it can become impossible to connect. This happens most often with clients who "break things" and is not a frequent occurrence.

Great tool to be able to connect computers with your customers to help them with technical issues.

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: One of the easiest systems for customers to be able to connect with. Also very easy for our employees to use.

Cons: I wish there was a recording option with this service. To be able to offer a recording to a customer so that they can remember how something was done would be great.

Overall: Easy tool for your customers to be able to connect to you with.

Another Logmein solution.

Feb 20, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: 1. Cost effective way (per seat) to get remote access, attended or unattended.

2. Easy instructions for client side to navigate and run the remote software.

Cons: 1. Sometimes it can get laggy. Especially on slow connections.

2. Cost can build up quickly if you are paying for a large group of people for remote access.

Quite simply put, the best remote assistance software we used.

Aug 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We used this to connect to end users PC remotely when troubleshooting was required. My entire team LOVED how easy it was to get the end users to connect. Even the users that were technical novices were able to get connected with our support representatives. Its got tons of features too. Being able to take the PC into Safe mode is a god send. The fact that it works so nicely with Mac is a great add on as well. Also being able to send commands remotely is a godsend.

Cons: Nothing much to dislike. I feel like a mobile support is kinda lacking but we never needed that much anyway.

Overall: Start to end, it was fantastic.

fantastic remote software

Aug 08, 2016
4/5
Overall

4 / 5
Ease of Use

3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: easy to use, easy to deploy onto end user machines who don't already have the software. relatively easy to learn and explain to end users.

Cons: doesn't quite have the features or power of bomgar client, and bomgar is a bit easier to get connected to end user machines

Recommendations to other buyers: check everything out, pcanywhere, go to assist, bomgar, kaseya - most have similar features but it comes down to ease of deployment in the environment if it's on managed services machines kaseya or bomgar are your choice, and if it's on random on non managed machines then bomgar and gotoassist may be your preferred remote assistance software.

We have been using GoToAssist for many years.

Jun 15, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: File transfer, remote control and access are good features. Remote reboot feature also good. Unattended support is also a great feature if you plan to do remote support.

Cons: Connecting remotely to computers that you have previously connected to either requires updates or uninstalling previous version through Control Panel. Recently this issue has got worse and worse with no resolution for months and now has us looking for different remote support software.

Overall: Provides a tool to support customers remotely and transfer large files directly between users.

Amazing for remote support. Could not support my customer without this

Dec 06, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Stable. Remains connected after reboot!

Overall: We had been GotoMeeting for many years for support (we still do for sales) but then we were introduced to GoToAssist which is such a better product for remote support. It requires no intervention from the end user (besides clicking a link); then if the computer is rebooted, the connection remains active (that's amazing).

It is fast, effective and very stable!

Great for providing remote assistance to my clients.

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Easily connect to client's computer from either my computer or phone at any time. Also, the ability to set up unattended assistance is great.

Cons: Whenever a user I'm connecting to has an out of date version of G2A it takes a long time to connect to their computer.

Capterra loader

Was easy to use when first starting to support customer through a screen sharing software.

Mar 07, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: My first tech company job was in an education software company that used gta as their support software to their clients. It was an easy software to learn and use during my time with that company. I liked the personal queues and interaction that it gave you with your customer at said time. I even liked the multiple calls you could be on at one time.

Cons: The software crashed a lot when we had it. We eventually had higher ups in gta make an appearance and they saw first hand what the software was doing and said straight up that they had no way to fix it. Hopefully that has changed and I would definitely recommend this software to a starter company for it price and package.