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

56 Reviews of GoToAssist

 

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Software Advice Reviews (11)
More Reviews (45)

Showing 1-11 of 11

Michael from The Spur Group
Specialty: Consulting
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Makes it easy for our IT team to manage issues across locations

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Easy to use, easy to rollout to multiple locations, makes it easy for a small IT team to leverage resources and manage over 150 employees

Cons

Difficult for the average user to understand what is going on with this software. Needs some hand holding from the IT team.

Review Source
 
 

Jen from Quantum Business Solutions, LLC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

GoToAssist - Not Bad

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Nice to be on a call with others and share screens
Nice that controls can be set as to who has permission to use mouse

Cons

A bit clumsy for the set up for a laymen. Overall, other than that, it's pretty easy to use and there isn't anything really bad I can say about this software

Review Source
 
 

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 45

Steve from MIC Systems & Software
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

We have been using GoToAssist for many years.

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

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

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.

Review Source: Capterra
 


June 2018

June 2018

Easy Unattended Sessions for Remote Support

Ease-of-use

Functionality

Product Quality

Customer Support

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

Review Source: Capterra
 

Julia from Specialty Communications
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

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

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

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

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.

Review Source: Capterra
 

Dan from Engstrom Enterprises

June 2018

June 2018

Great 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

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.

Review Source: Capterra
 


June 2018

June 2018

Great

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

The software is a nice way to be able to have IT help. Easy access and useful when in satellite offices so they do not have to drive there.

Cons

Not much. It is a pretty great product. Occasionally we are unable to fix the issue at hand and it requires more work to get complete.

Review Source: Capterra
 

Colin from True Vision Cleaning
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Very easy to use and reasonably priced for low volume 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

Affordable and very easy to use.

Pros

It was extremely east to learn the ins and outs of GoToAssist. I am relatively computer savvy but I think even novice users could handle this with relative ease. The user interface is very intuitive and the pricing for the volume users is reasonable.

Cons

We have occasionally run into issues getting things synced up between users with some crashing of the interface from time to time.

Review Source: Capterra
 


May 2018

May 2018

The best remote control tool which is very user friendly

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

The best remote control tool which is very user friendly
Can take remote of any machines
Good support

Cons

Remote initiation takes some time
Not a free tool
Remote initiation takes some time
Remote initiation takes some time

Review Source: Capterra
 

Clarissa from J. Scull Construction Service
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

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

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

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

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!

Review Source: Capterra
 


April 2018

April 2018

This program is excellent for remote assistance and distance education. Amazing!

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 controls a remote computer through the internet without any difficulty. As an educator, it has helped me to teach virtual classes remotely, which saves me time and money. The data is transferred securely.

Cons

The interface needs to be improved to the latest trends. You must have an Internet speed too good or you will have communication problems.

Review Source: Capterra
 

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
 
 
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