Citrix Gateway vs. Zoho Assist

Citrix is used by everyone in our Company globally across departments, and provides a standardized, very clean, rarely-changing launchpad for all the common apps your team may need. It connects to Okta for necessary security. From my understanding, app assignment to users from the back end is also very simple. That being said, while the lack of changes over the years helps with guides and familiarity, Citrix is not without it's flaws that could use updating - apps refusing to open, scheduled app crashing at 12:00pm EST every day, setup being not as streamlined as it could be for new users, ease of use lacking on the desktop app, lack of accessible guides/quick walkthrough of what the platform is upon first login, etc. Overall, I look forward to improvements for Citrix, though overall I appreciate it's simplicity leading to visual ease of navigation.

Incentivized

If you have many remote users in challenging-to-access locations and they use multiple platforms (Windows, Mac, Linux), Zoho Assist is the solution. If you have a limited budget, you'll like Zoho Assist pricing. If you have a large team of IT technicians, you'll appreciate Zoho Assist's concurrent usage licensing.

Incentivized

• allows seamless use of 2-factor authentication for heightened security within the VPN, and lowers risk of an external hack because of it.
• it allows for differing levels of security. access can be set specifically through the VPN so 2 users can use the same site and get different results depending on their active directory security policy.
• It can grant the ability to launch a single application or an entire VPN envelope

Incentivized

• One user's computer screen is black, no task bar and start button, after system crush, Unattended Access help me remote control it and use tools under quick Launch to change system settings and created new account for the user, so she can work few hours later.
• One user computer need help vpn setup but it is not on Unattended Access list, so I create a temporarily Remote Support session, send the link to him by WhatsApp, after he download and install agent, I can connect and remote control it.
• Sometimes user computer has randomly happening issue, I will connect it by Zoho Assist, record the remote screen, then will catch the issue and know it's triggered
• sometimes I use video chat as a meeting tool with users
• The file transfer by web client is useful for me, most of time is to upload files into user computer when it is not able to access our network drive

Incentivized

• I suggest make it more faster because sometimes its lagging but not all the time.
• When it comes to Notepad I suggest having options for the size of fonts, and color of fonts, to make it look nicer.
• I suggest making it more user-friendly, and more features so that users can perfectly maximize this tool.

• Instructions to the tech and the person receiving support could be more clear.
• Providing mobile support is still a bit clunky. Interacting with the user's device on the other end is not totally functional.
• It would be nice to have a PC app to use instead of accessing via the browser.

Incentivized

Citrix is a visually very clean platform, allowing for ease of use from even the least tech-savvy. That being said, the apps crashes a lot (scheduled or otherwise), and apps very often refuse to open from the dashboard, making for a frustrating/confusing experience from those who have not yet experienced these same issues daily for years now. The launcher app (for MacBook) leaves a lot to be desired in terms of both setup and daily use, making the web version more viable. First-time users are also often confused on what Citrix is - and how each app connects in order to open a program (explaining "log into Citrix on the web, then download the launcher app, then launch the Spectra app via Citrix web, which will open in the Citrix launcher app on your laptop to launch the app, but you have to paste in the URL again and log in again to access" is a handful)

Incentivized

Zoho Assist has proven to be a highly effective and reliable tool that I use on a daily basis. While the "wake up" feature occasionally fails to respond, this seems more likely due to network connectivity issues rather than a flaw in Zoho Assist itself. On rare occasions, the unattended access installation doesn't appear on the administrator's dashboard, which could potentially be caused by firewall restrictions rather than a problem with the software. Aside from these minor and infrequent issues, the platform has consistently performed well and has become an essential part of my workflow.

Incentivized

Support is pretty good and pretty fast to respond. I can't say I can really complain about the support experience I've had with them, as they've resolved issues within a reasonable time-frame. Of course, they could always be faster and better, but I think for what we pay, it's well worth the money.

Incentivized

Support is terrible. Quick to initially respond with the boilerplate "The information provided by you should be sufficient for my development team to analyse this further. I shall also write back to you as soon as I get an update from them on this
regard." And then you will hear nothing more from them. Chase further and you'll get stock responses such as "Our development team are still looking into this," etc.

Make it easier to deploy mulitple agents for different departments.

Incentivized

We chose Citrix Netscaler Gateway for its wide market presence and its great experience over time. Although the implementation time may be longer than in the other solutions, I think the results are better and it allows configuration with greater capacity than the others. The cost is similar in all the solutions seen.

Incentivized

The value for Zoho Assist and the functionality is superior to what is now known as LogMeIn Resolve. I knew it before as Goto Assist. My decision to try out and ultimately purchase Zoho Assist has been a great one for my business. I am glad I heard about Zoho Assist and will continue using them for years to come.

Incentivized

• The largest positive impact was that it provided a path up upgrade from the now defunct CSG Citrix product. Because Netscaler Gateway is an at cost product, where CSG was not, one could argue there is no monetary ROI but the ROI in this scenario comes more from the ability to not have to use a non Citrix product and learn the skills needed to administer it.
• Negative wise, Netscaler Gateway can be quite costly in both upfront costs and maintenance fees. It is part of business and a requirement but when using it as a replacement for CSG you will have to account for several thousands of dollars per year in additional cost.
• Because it can implemented as a virtual server (it comes in both hardware and non hardware versions) the lack of need to add one more piece of hardware to our data center saves in space, up front costs, and power/cooling needs if you opt to go with the software based version.

Incentivized

• Zoho Assist helped in managing our files and records even if ours is not an Enterprise version.
• Connectivity is maintained despite having faced some latency issues, thus allowing us to save more time and money.
• Low maintenance costs, since Zoho Assist is cloud-based

Incentivized