RescueAssist Software

4.47 / 5 (111)

About RescueAssist


RescueAssist by Citrix (formerly GoToAssist) 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.

RescueAssist 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.

RescueAssist 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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

111 Reviews of RescueAssist

Average User Ratings

Overall

4.47 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(61)

4 stars

(43)

3 stars

(6)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 111 reviews

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August 2017

Joe from Scanco

Company Size: 11-50 employees

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.

December 2017

YagneshKumar from ProfitSword, LLC

Company Size: 51-200 employees

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.

January 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

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.

December 2018

Shae from nFocus Solutions

Company Size: 51-200 employees

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.

June 2018

Francis from LA County Counsel

Company Size: 501-1,000 employees

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.

March 2019

Giridhar from Miracle Software Systems, Inc

Company Size: 1,001-5,000 employees

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

July 2018

Marvin from Springfield Greene Country Library

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

Josue from summithosting

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

This software is the best

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.

July 2018

Paul from Alpha Q, Inc.

Company Size: 51-200 employees

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.

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

August 2018

Go-To-Assist is the best remote desktop solution for our business

Pros

I've used Go-To-Assist for over four years and it has been a great experience. The best features are the ability to obtain diagnostic information on the host machine with the click of a button and the ability to have other support team members join a session. Restarting a customer's machine has been very useful because of the ability to reconnect the session. Highly recommended A+++

Cons

I wish GoToAssist had the ability to capture and store screenshots, rather than using an external 3rd party tool, This would provide a repository that would be easily accessible for reference.

July 2018

Ifeoma from Softchoice

Company Size: 1,001-5,000 employees

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.