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.



100 Reviews of GoToAssist

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 100 reviews

December 2018

Shae from nFocus Solutions

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Premier Desktop Remote-in Application

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.

December 2018

John from Eco Interiors Ltd.

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

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

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.

December 2018

Marianna from entertainment

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Easy to use!

Great! Super easy and convenient.

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.

December 2018

Diane from Credit Bureau Services Inc

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

GoTo Assist

Pros

Very easy to use and and does the job well.

Cons

Have not found anything did not like about this software.

December 2018

Steve from Carpentry, Interior Design

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Use it all the time, super easy

Pros

We just updated our ERP software and did a lot of remote training and trouble shooting and our technicians use this software. It was easy to download, install and use!

Cons

I cannot think of any problems we encountered using this software to help us long distance with our techinicians.

December 2018

Michael from Tier 1 Consulting

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

4 of 5

December 2018

Simple footprint, Trusted Citrix platform. Easy for customers.

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.

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.

November 2018

Tony from MD-Reports

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

3 of 5

November 2018

Works reliably.

Pros

Works reliably.
Works through most firewalled hospitals and medical centers.
Able to keep persistent connection for remote access.
Able to transfer files through remote connection

Cons

There is some lag while controlling the remote screen. Transferring file through remote connection can sometimes get slow.

November 2018

Brandon from Eco Interiors Ltd.

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

November 2018

Fantastic IT resource for companies without an IT professional/department

Pros

We use an external IT support company which uses GoToAssist. If we ever run into an issue, they are able to quickly connect to any of our computers and troubleshoot the problem, whether the computer is attended on our side or not. We can also track all connections to ensure that connections are only being made when needed.

Cons

Connection times can be slow. We can see the support team trying to establish a connection, however it appears to be a latency issue on occasion. It's not clear if this is a connection issue (on either side) or a software bug.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

RESCUE ASSIST

Pros

A tool that I use on a daily basis to help troubleshoot with clients. Easy to work through and take over screens.

Cons

Could be a little more user-friendly and easier to locate some of it's features.

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Learning Curve but Stable Product

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.

October 2018

Karen from Eco Interiors Ltd.

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

Easy to setup and configure as an end-user

Pros

I use GoToAssist on the recommendation from our IT contractor, and it's easy to setup and turn-on when I need remote assistance.

Cons

I have nothing negative to say about this software. As an end-user, I receive support from our IT contractor and this is the support software they use.

October 2018

Anthony from Eposnow LLC

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

GoToAssist Overall Positive

Pros

Can remote onto customers windows based systems and assist with issues with ease. no issues with program once connected

Cons

Cannot remote onto a customers IOS device, I know this is asking alot but would be the cherry on top for customer service.

October 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

GoToAssist can be helpful!

Pros

I like GoToAssist because it's usually easy to use and has a clear user interface.

Cons

There are just too many other competitors with similar software and more features than GoToAssist.

October 2018

Shawn from Eco Interiors Ltd.

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

Easy to get help when I need it.

Pros

If I have an issue with my computer, our IT contractor can remotely connect in and solve the problem effortlessly with no restriction on system admin access.

Cons

No issues from me! When our IT contractor connects to help solve the problem, the connection is quick and he's able to get in and solve the problem quickly.

October 2018

Chris from Eco Interiors Ltd.

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

Really helpful for companies with outsourced IT

Pros

We are a small company without an in house IT department. Our IT contractor raves about GoToAssist for remote access and troubleshooting. It certainly saves us some headaches when we need support to resolve software issues.

Cons

No cons come to mind as an end user who utilizes this to receive support. Our IT contractor highly recommended GoToAssist and we certainly take their recommendation seriously.

October 2018

Matthew from CoreCommerce

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

October 2018

Quick and Easy screen-sharing!

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.

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.

October 2018

JAMIE from Garrett and Associates

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

October 2018

GoToAssist Got me Where i was headed

Pros

it's pretty simple and straight forward on the linking to/from the remote connection.
ive never had lag time unlike other software where you remote in

Cons

i don't have any complaints. we use this semi-regularly with our software providers

October 2018

Stuart from Zon Engineering Inc.

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Great for remote IT support

Pros

Our team is located all over the province, and our IT team member works from home in a different city. GoToAssist allows us to remotely connect to screenshare and setup remote support sessions when I run into an issue.

Cons

I sometimes just pick up the phone and call him while we're in a support session as the audio quality can be choppy occasionally.

October 2018

Jax from Bonsai

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

October 2018

Good Ad Hoc Remote Access

It's probably the easiest of all the ad hoc remote support programs I use, at least for the clients. It has the fewest prerequisites (basically just a working browser) and performs well. It doesn't cost too much and is quite flexible if you want to use it for unattended access as well.

Pros

It's easy to set up with clients that have all but the oldest computers. It works smoothly, and unlike other remote access software we use, keeps sessions between restarts!

Cons

The biggest issue I run into is having to give administrator permission on the client end to change some settings, which is annoying that it has to be done on the other end even if I have an administrator login.

October 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

Easy Remote Screenshare

Pros

Able to send a quick email link or direct a remote user to a website and provide support key to share the screen.

Cons

Difficulty to add multiple users to the screenshare.