About GoToAssist

GoToAssist is a cloud-based remote support, service desk, and mobile device support solution. It helps businesses route service requests, prioritize tasks, conduct in-session chats, transfer files and remotely configure or reboot devices.

GoToAssist includes a two-step verification measure, which enables users to create secure access and credentials with time-based codes or one-tap prompts. It assists users with creating custom task macros, which can automate repetitive tasks. Additionally, the platform facilitates session reporting and recording that allows users to define permissions for technicians, view activities and audit session details via detailed logging.

GoToAssist lets agents and customers add formatting to se...


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80 Reviews of GoToAssist

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December 2018

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Shae from nFocus Solutions

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

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.

January 2020

David from Fidelity

Company Size: 1,001-5,000 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

January 2020

Best remote support app

We use this to remote in to users workstations in our remote locations to support them. It is easy to use, send them a text, email or Teams message and boom connected and issues solved.

Pros

I love how easy it is to use. Simply send a link to your user in need and go. It is easy to elevate credentials and the unattended support is awesome

Cons

The only downside I see is the limited phone support capabilities. That is more of an issue with apple being greedy then the software as android support is awesome

Reasons for Switching to GoToAssist

It was way more cost effective to switch to GoToAssist/RescueAssist. GoTo is easier to use for the end users and our support techs

April 2021

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

April 2021

Good app for remote support

Overall, it is a good experience, it works for what it was created, but it has a room for improvement to raise the customer experience and the user experience as well.

Pros

It works perfectly for the purpose created, supporting the customers remotely. One of the main things I like is when you restart the customer's computer, this tool let you stay connected when the computer boot up again.

Cons

Sometimes the connection is not so stable. This is an app that must be installed in customer's computer and insert password. With other similar tools goes smoother because there are web app options with no passwords whatsover.

June 2018

Steve from MIC Systems & Software

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

June 2018

We have been using GoToAssist for many years.

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.

January 2021

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

January 2021

GotoAssist makes our job a lot better and convenient

Overall I'm very satisfied using this app. This helps us a lot when dealing with urgent issues on clients computer. App has also a lot of features that greatly benefits us

Pros

This remote tool can perform multiple tasks, that's why this is very convenient tool for me specially in IT support dealing with many devices

Cons

Just a little things needs to improve. On my case, I'm using android application of GotoAssist as well, sometimes when switching back to home screen of phone, GoToAssist app tends to automatically logout.

Reasons for Choosing GoToAssist

GotoAssist is a lot cheap with great features including multiple remoting, file transfer etc.

December 2017

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YagneshKumar from ProfitSword, LLC

Verified Reviewer

Company Size: 51-200 employees

Industry: Hospitality

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

1.0

Functionality

5.0

December 2017

Great Supporting tool via remote

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.

March 2019

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Giridhar from Miracle Software Systems, Inc

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

best of the best cloud based remote desktop Tool

I have been using GoToAssist to provide technical support to my clients mostly and it helps me a lot in resolving all the issues in real time as it's a cloud based remote desktop tool. I was using this tool since 2012 and as of now resolved nearly more than 5000 customer and clients technical issues without any delay. Thanks a lot to this tool as it's always helps me a lot in delivering customer's business on time :)

Pros

The Most I like in GoToAssist is: 1. We can easily connect using remote desktop and secure 2. We can Access and Control unattended computers 3. Can Send files using this tool 4. Can Control PC and Apple MAC computers 5. Inbuilt Chat option 6. Real time customer Support

Cons

If I can get it for free for a lifetime then there'll be no dislikes about this tool :D

October 2020

Seth from Miron Construction

Company Size: 1,001-5,000 employees

Industry: Construction

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

3.0

Functionality

5.0

October 2020

GoToAssit Great Tool, Expensive

Pros

It's ease of user was great, I really enjoyed using it.

Cons

It was very expensive. when they raised our bill for a consecutive year in a row it was time to leave.

Reasons for Switching to GoToAssist

Price

September 2019

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Timothy from MVECA

Verified Reviewer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Functionality

5.0

September 2019

Great, dependable remote software

No lag, no bugs, just a great piece of software that looks and feels just like a Windows RDP session. And the setup process is simple for the admin and the user.

Pros

Of all of the remote software I've used, including Teamviewer, VNC, and Webbex support, this makes it easiest for the end user to join a session and has the nicest user interface for the supporter. You can either direct the user to a simple URl where they will be asked to enter the session code to join a session or, you can send them the direct Url to your session where they simply install the agent and relax. Nothing much to go wrong in the setup process. The sessions feel just like sitting at the computer and mimic the Windows RDP experience. No lag, no bugs, just a great piece of software.

Cons

The price is a bit higher than other solutions and you don't need this if you have a windows environment that is all on the same network or routable via VPN.

May 2020

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Sumit from Concentrix

Verified Reviewer

Company Size: 10,000+ employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2020

LogMeIn

I have a good experience with LogMeIn. I think it is one of the best softwares for remote connection

Pros

Its capability to seemlessly connect after rebooting the end machine. Also it can collect a lot of info from the console regarding the end machine

Cons

It should have a feature to connect to a machine whenever we want. Like a utility that can be installed on a machine then we can connect to the end machine without need of a user to run anything there.

July 2019

Tom from White's Lumber, Inc.

Company Size: 51-200 employees

Industry: Building Materials

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

July 2019

Rescue Assist is the perfect support platform for our business

With this program, I can help install and repair, plus train associates remotely from any desktop. This includes my laptop when I am away from the office, or even my android phone.

Pros

Full control over a PC/Thin Client/Server I use this software daily for support on any level where seeing what the associate is describing is important to find a quick resolution. Unattended support setup, allows a computer to be left on at work, where updates or repairs are necessary after hours. I have Unattended support set up on all of our servers, and I do updates and adjustments remotely with ease. Any computer that needs help that is not set up for unattended support may be assisted with the user allowing the browser to install the assist program quickly and easily. I am able to assist associates that are using their own equipment when necessary.

Cons

There is a box that pops up when you attempt to use the unassisted support, and many times a user will click no, do not allow by mistake. If you already have the hardware set up for unattended support, why the delay to connect.

August 2017

Joe from Scanco

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2017

Simple, Easy-To-Use Remote Support Tool. No Bloat, No Problems.

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.

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.

February 2020

Andy from Tax Analysts

Verified Reviewer

Company Size: 51-200 employees

Industry: Media Production

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

February 2020

Best Remote Session Product I've Used

Between permanently remote employees, employees working from home, or sometimes just wanting to quickly fix something without running all through our office, RescueAssist has been great for remote sessions with employees. All of us in the IT department use it on a regular basis, and in my experience, it's been the best GoTo product.

Pros

It's been the best remote session product that I've used. It's great for working on unattended machines and it's great for remote sessions with employees in office or remote. The chat feature is useful. The fact that I am automatically reconnected on reboot to the other machine is great, as much of the troubleshooting I do will ultimately involve a restart.

Cons

Some end users have had difficulty starting up the software on their end if they don't already have it installed and an invite is sent. I'm not sure if they have the function, but I haven't seen it, but I wish they had a built in audio communication option rather than making a separate call or conference software meeting. Transferring files could be a little easier. I think the interface is a bit dated. This seems like a lot of negatives, but I've still really gotten a lot out of the software.

January 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

January 2019

GoTo the Rescue!

It makes remote access and support so easy, that it really comes down to being the most important software in my business. Without RescueAssist, I wouldn't be able to do my job sufficiently, and this just makes it that much easier.

Pros

The ease of use it what truly makes this a must have software for any remote support. Being able to have a single exe file to load on the fly, provide a session code and then have full remote control for support is what keeps my customers happy. Without a reliable, easy to use software like RescueAssist, I wouldn't have a job.

Cons

With the newest OSX, unfortunately the user has to go into their security preferences and allow control of their computer. By default this is disabled so the first time the user will have to unlock the security settings and enable it.

June 2018

Francis from LA County Counsel

Company Size: 501-1,000 employees

Industry: Public Policy

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

June 2018

GoToAssist Review

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.

July 2018

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Marvin from Springfield Greene Country Library

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

July 2018

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

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.

July 2018

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Paul from Alpha Q, Inc.

Verified Reviewer

Company Size: 51-200 employees

Industry: Aviation & Aerospace

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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 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.

July 2018

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Ifeoma from Softchoice

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Our clients love GoToAssist.

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.

February 2018

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Manny from Redeemers Insurance

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

February 2018

Great remote access software.

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.

February 2019

Jason from Professional Land Title Company of Arkansas

Verified Reviewer

Company Size: 11-50 employees

Industry: Insurance

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

The Perfect Software for the IT Person

I have had a great experience with RescueAssist and I would recommend it to any IT professional.

Pros

RescueAssist has been some of the most helpful software in my career. The ease of use as well as the options available for the price are unbelievable. I can manage 40 people's computers without leaving my home. The ability to control employee's' computers from my home is an absolute time saver.

Cons

Sometimes the software doesn't work correctly and won't pull up a support session, but usually exiting out and logging back in will fix this.