GoToAssist Software


 

GoToAssist by Citrix is a cloud-based remote support, service desk and mobile device support solution. It helps businesses to route service requests and prioritize them based on the service department’s parameters.

GoToAssist includes ticketing and incident management system that helps users in managing repetitive form filling. It allows the creation of custom task macros, which can automate commonly repeated tasks.

Agents and customers can add formatting to service requests and attach supplemental documents to help clarify the request. This solution also features an incident management system that’s able to detect recurring issues and suggest methods to address them.

GoToAssist includes a knowledge management center. In addition to making the information service desk operators need to close tickets at hand, it can also be used as the core of a customer-facing self-service resource channel. Services are offered on a monthly subscription basis.

 

GoToAssist - Remote support
 
  • GoToAssist - Remote support
    Remote support
  • GoToAssist - Live support
    Live support
  • GoToAssist - Support
    Support
  • GoToAssist - Invite customer
    Invite customer
  • GoToAssist - Organize machines
    Organize machines
  • GoToAssist - Inventory
    Inventory
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

45 Reviews of GoToAssist

 

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Software Advice Reviews (9)
More Reviews (36)

Showing 1-9 of 9

Luke from Coe Cosntruction
Specialty: Construction
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Using GoTo has made things much easier

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Does exactly what it's designed to do.

Pros

I like the easy access, and the ability to link in my team without a huge amount of headache. GoTo has done a great job of streamlining the process and keeping it simple enough for everyone to learn it quickly.

Cons

Not the fastest program, and we've had some issues with login and some issues with dropped connections. Not frequent, but often enough that its worth mentioning.

Review Source
 
 

Carl from Day & Zimmermann
Specialty: Energy
Number of employees: 10,000+ employees Employees number: 10,000+ employees

January 2018

January 2018

Excellent Remote SupportTool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Tim from Jones-Hamilton Co.
Specialty: Manufacturing
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Luke from Coe Construction
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Awesome way to remote desktop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Gregory from Gregory G Miller Photography
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

Disappearing password file??

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Miguel from Arroyo Vista
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

IT Tools made easy with GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

 
 

Gary from Codding Consulting
Specialty: Software / IT

August 2016

August 2016

GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

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

None, I have never used any other applications for remote connection.

 
 

Zachary from ARHD
Specialty: Software / IT

August 2016

August 2016

fantastic remote software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

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.

Likes Least

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

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.

 
 

Karrie from Eco-IT Networking, Inc.
Specialty: Software / IT

February 2015

February 2015

GoToAssist convenient for connecting to users, and servers.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

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.

 
 
 
Showing 1-20 of 36

Larissa from US Tax Recovery Partners

April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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!

Review Source: Capterra
 

Beck from LIHC Investment Group
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Fairly easy to use, helps out when you're in a bind!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

GoTo Assist has definitely helped our employees when we need login information or need help installing or using new software.

Cons

The customer support (for the customer support) could be improved. Sometimes the software itself doesn't load or needs updates. But, it works very well about 95% of the time.

Review Source: Capterra
 

Michael from VIP Structures
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Nice User Shadowing Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Being able to assist users both in office and out in the field.

Pros

This does pretty much what you expect it to do and does it well. It's doesn't go above and beyond, but it's no worse than any of the other options out there. It's somewhat easier to manage than some other products in this category.

Cons

Planned deployment of the agent can be a pain sometimes. Pricing isn't competitive enough. Doesn't do anything above and beyond what you can find elsewhere.

Review Source: Capterra
 

Courtney from JLBJ Septic
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to set up and use. I've never had problems with any lagging or buffering. Just a good software.

Review Source: Capterra
 

Eric from SecurityMetrics
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

GoToAssist is a fantastic tool for IT and customer support teams

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

While I'm not positive if my current company uses this, GoToAssist has been a life saver for other companies I've worked for in streamlining our support teams, especially with their amazing cloud-based toolsets.

Cons

There's not much that I don't like about this software, beyond your usual bugs and connectivity issues.

Review Source: Capterra
 

Nicholas from SoftSolutions, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Alex from Hawkins Law Firm

March 2018

March 2018

Great for providing remote assistance to my clients.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Ryan from Tybera

February 2018

February 2018

I wish every customer service group used this product.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

This is a rare situation where I dont know what the worst part is. Maybe its the fact that not enough companies use this.

Pros

I like how easy it was for the customer service to initiate this tool and help me troubleshoot my problem.

Review Source: Capterra
 

Tony from Fleck, Fleck & Fleck Esqs.
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

When you need to help someone this software works.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Log onto a remote computer with no issues.

Pros

This software allows you to log onto another remote computer in order to assist with a problem. It is easy to use and does not lockup or crash.

Review Source: Capterra
 

Cam from Zumbro Valley Health Center
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

What we use for remote support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Manny from Redeemers Insurance

February 2018

February 2018

Great remote access software.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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.

Review Source: Capterra
 

Michael from Abilene Christian University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Excellent for customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, easy to install. Excellent for trimming the excess fat out of a customer service conversation.

Cons

Latency could always be improved, as well as a better ability for users on either side of the connection to interact

Review Source: Capterra
 

Carlos A. from Artech Information Systems

January 2018

January 2018

Great Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The benefits received from this software were many but the one that was most prevalent was the fact that I could use my Android phone to check on a clients computer or family member's computer and didn't have to use a laptop or pc to use the software.

Pros

What I liked most about this software is the ease of use and the powerful UI based controls when running on your mobile device.

Cons

Honestly, there wasn't much to dislike about this software. Sometimes the software lagged like any other RDP software.

Review Source: Capterra
 

Ryan from Total System Services, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Good for limited use by an office administrator but not for large scale clients

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Remote access to our company devices

Pros

Has good features for connecting to users, enev when they are not on their computer. Allows for multiple administrators under the same client group. Allows for client information customization so you can better identify remote devices. Works on mobile well.

Cons

Because it relys on the internet if speeds are slow it can have issues connecting. The client can uninstall the remote agent without permission making it difficult to manage remote devices. Organization of clients can make it hard to find the right computer if you manage many devices.

Review Source: Capterra
 

YagneshKumar from ProfitSword, LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Great Supporting tool via remote

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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.

Review Source: Capterra
 

Tracey from Pro Fresh

December 2017

December 2017

Top of the Line in the Remote Assistance Software Service Sector in my opinion. Worth every cent.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease of use to assist my clients remotely throughout the country.

Pros

I used this software for years and have seen it through many different variations but it definitely remains my favourite. Its ease of use and complex features are made functional and fun to use.

Cons

It is a little on the pricey side but that is understandable considering all the benefits that it offers.

Review Source: Capterra
 

Brett from Universal Engineering Sciences

December 2017

December 2017

Gret program, does what it's supposed to

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

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.

Review Source: Capterra
 

Jennifer from LCHD

November 2017

November 2017

My favorite way to shadow end users

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


October 2017

October 2017

Overall good experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 
 
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