GoToAssist

GoToAssist

4.5 / 5 26 reviews


Average Ratings

26 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
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • GoToAssist
  • get.gotoassist.com/
  • United States

About GoToAssist

GoToAssist offers market-leading remote support and ITIL-based service desk management to enhance IT operations and reduce cost.


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GoToAssist Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal
  • Diagnostic Tools
  • Feedback Collection
  • File Transfer
  • Live Chat
  • Remote Control
  • Screen Sharing
  • Session Recording
  • Session Transfer

GoToAssist Reviews Recently Reviewed!

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
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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.

Overall good experience

Oct 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: It's easy to use and requires very little training. We haven't had any issues, and it's quite easy to manage users in the portal.

Cons: The download of the screen recordings take a while, admittedly we dont tend to have to download them very often though.

Awesome for screensharing

Oct 05, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
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Comments: Fantastic when it can be used appropriately.

Pros: Very helpful tool for getting ideas and concepts across, as well as figuring out issues within other peoples system.

Cons: Other party needs to know how to use it, otherwise it falls flat and things get messy. Usually coupled with a phone call if that is the case.

GoToAssist

Oct 03, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: Honestly, there are too many free options of this type of software out there to pay for this type of software without some game changing features, and they just don't exist here.

Pros: As advertised, it allows us to see and take control of our users' machines remotely. Brand labeled website for users to ask for assistance (from our internal team).

Cons: Stupid password restrictions that need to be dealt with immediately or you'll be frustrated as your password expires on you non-stop. It has issues if the person you're connecting to doesn't have a pretty good connection speed. There are times when it will randomly take away my ability to click on anything, and I'll be forced to just talk the user through the clicks.

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
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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.

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
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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.

Works awesome

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: The desktop app works great. Easy to install remote client and sending emails is easy. Easy to connect as well

Cons: Sometimes some confusion when try to launch the application on the user end, and misses some features of teamviewer.

Great remote software

Jun 27, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros: It is very easy to use, and is super simple to connect clients. All you have to do is direct them to a website.

Cons: I like TeamViewers features, because it allows you to do way more. And also the unattended support doesn't always update the PC names.

Could use some better management tools

May 18, 2017
3/5
Overall
5 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: I like the ease and small space the program actually takes up, the ability to lock computers and naming of computers.

Cons: I would like to have the ability to be able to stop the users keyboard and mouse and policies to where I can stop people from exiting out of the program.

Awesome way to remote desktop

May 16, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
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Pros: Used for IT mostly, and some meetings. The interface is great, and the warning popup helps know what's going on. The built in the chat window is fantastic.

Cons: Had it set to open on startup, and has crashed the machine a few times, but I believe that was due to the age of my computer at the time. I've also had it give me pop-up notifications that were annoying.

Disappearing password file??

Mar 20, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I can only relay on my experience. I had gotoassist clean up my computer. In the process a text file of all my logins and passwords disappeared. Fortunately the passwords were encrypted and there was a backup on a separate drive, but it begged the question why did that particular file disappear. In a follow up conversation with the company supervisor he tried to tell me the text file never existed. I've referenced that file for over 10 years. I have no idea how he would come to that conclusion. I'm now changing all my logins and passwords.

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
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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

GoToAssist Review

Feb 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We've been using GoToAssist for a few years and it has met our remote support requirements very well. Ease of use at the remote end is appreciated since many clients aren't overly technical.
We are confident, with regular updates & enhancements, GoToAssist will continue to serve us well!

Excellent way of tracking performance!

Feb 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I love the ability to run reports and keep track of what the team is doing!
The system is easy to use for our employees to submit requests.

Great product

Feb 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Comments: Very easy to use and very rarely have any issues or bugs with the system. Would definitely recommend.

Great Remote Support and Ticketing

Feb 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: We use GoToAssist for both ticketing and remote support. Compared to other products I have used it is comparable or slightly better. Ticketing system work great, and has less issues than others I have used. The remote support agent has been phenomenal, with the exception or multiple monitor 1080/4k setups.

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
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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.

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
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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!

My review for go to assist.

Oct 06, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use

Cons: Lack of support

Overall: Citrix GoToAssist (GTA) is a great tool when it was available. It was a great tool to use in regards to working with community based organizations that were not in our network.

One of the best

Oct 03, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Citrix has a whole suite of products that are some of the best on the market. I use gotoassist to help keep my moms computer up and running whenever their is issues along with being able to assist my staff with issues

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
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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

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
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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.

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
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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.

GoToAssist

Sep 17, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Value for Money

Comments: I used GoToAssist for about 5 years. It was a good product and I never had any trouble with it. Getting users to connect was never a very difficult process.

Pros: Reliable connection. Great screen compression technology -- very quick response.

Cons: "fastsupport.com" was hard to understand over the phone. :) The cost is a little high compared to a few other options on the market.

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
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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.

Feb 01, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
3 / 5
Value for Money