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 service requests and attach supp...


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Supported Operating System(s):

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

125 Reviews of GoToAssist

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

(70)

70

4 stars

(46)

46

3 stars

(7)

7

2 stars

(1)

1

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 125 results

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 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

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.

December 2017

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.

December 2018

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.