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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8

70 Reviews of GoToAssist

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  • Surender from Geekshore

    Number of employees: 11-50 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Start to end, it was fantastic.

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    August 2018

    GoToAssist is great!

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

    It allows our IT the ability to access and maintain our systems during employees' off hours. Our IT is then able to update each computer and the server, as well as fix any backup issue, insure that the backup's are running properly, and perform all virus and malware scans necessary.

    Cons

    If the system is down, of course, GoToAssist does not work. Of course, if there is not Internet connection, this software does not provide the necessary access from outside to the systems

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ryan from Zon Engineering Inc.

    Specialty: Engineering

    Number of employees: 11-50 employees

    July 2018

    GoToAssist is a fantastic IT resource for our team

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

    Our IT department has raved about GoToAssist since deploying it at our company. The price per month is very valuable when we don't need a lot of licenses/concurrent connections. Citrix's customer support is fantastic as well.

    Cons

    The connection has dropped several teams when I've been receiving support from our IT team, though that could be due to our internet connection as much as a software issue.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Josue from summithosting

    Number of employees: 11-50 employees

    July 2018

    This software is the best

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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 ..

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • DEREK from Healthcare

    Number of employees: 11-50 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Marvin from Springfield Greene Country Library

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Daniel from Innova4J

    Number of employees: 11-50 employees

    July 2018

    Complete your comment: GoToAssist.

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

    Effective remote assistance with GoToAssist. Its internal engine to establish the connection is fantastic. Nothing to envy the market leaders. It is based on the ability of your equipment to operate and the optimal stability of the network. It is powerful when all conditions are met without problem.

    Cons

    It does not obtain information about the equipment where it operates or connects. It only communicates through the operating system and remains limited.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Fantastic way to access remote computers!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sloan from Lettieri Construction

    July 2018

    My favorite enterprise remote support app!

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ifeoma from Softchoice

    Number of employees: 1,001-5,000 employees

    July 2018

    Our clients love GoToAssist.

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Paul from Alpha Q, Inc.

    Number of employees: 51-200 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • JOSE from perlas destination

    June 2018

    It is very good, dynamic and easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    the times I have had problems with the systems I work with, the computer department has been able to help me at the time

    Pros

    I can have support from other departments in the company, even if they are out of the office, since it can be used from a PC or from mobile devices, this application helps save the day.

    Cons

    So far I have not had any problem with this application, the truth has been more useful than it seems

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jeff from Aim Leasing Co

    June 2018

    Great remote access application

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

    Easy to use, allows for remotely accessing your total fleet of equipment with minimal interaction. Very intuitive.

    Cons

    Connection issues. Some clients refuse to connect to the service. Having to reinstall the agent too frequently.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Francis from LA County Counsel

    Specialty: Public Sector

    Number of employees: 501-1,000 employees

    June 2018

    GoToAssist Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Steve from MIC Systems & Software

    Number of employees: 11-50 employees

    June 2018

    We have been using GoToAssist for many years.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    June 2018

    Easy Unattended Sessions for Remote Support

    Ease-of-use
    Functionality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Julia from Specialty Communications

    Number of employees: 11-50 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Dan from Engstrom Enterprises

    June 2018

    Great software

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Great

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Colin from True Vision Cleaning

    Number of employees: 2-10 employees

    June 2018

    Very easy to use and reasonably priced for low volume users.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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