59 Ratings
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Score 7.7 out of 100
71 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Citrix Virtual Apps (formerly XenApp)

Large enterprises with hundreds or thousands of users across many geographical locations are ideal candidate for Citrix XenApp. For medium enterprises, Citrix also offers XenApp in the cloud which is a hybrid cloud model where management servers are in the cloud and the company can host the worker servers locally or in preferred data center setup. Xenapp is also ideal for applications that requires frequent update to users and to ensure all users have access to the same version of the application from anywhere, any device, and any type of network connection.
Keith Kyaw, MBA, ITIL, CCA | TrustRadius Reviewer

GoToAssist Remote Support

Its a great tool if you support users remotely. The fact that it is easy to deploy (or have the end users connect) is a massive plus. If you provide software support to end users or are part of an IT team that helps users fix their problems this will save you a ton of time. It also works great in low bandwidth scenarios. So if your users are in remote locations with slow speed internet this will still get the job done. It is also really reliable. We faced almost no bugs or critical issues. I would imagine it would also perform really well as a server monitoring tool. Just deploy it and you can remotely connect to the server whenever you need to.Great tool if you need reliable, high performing remote connection
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Application Virtualization

Citrix Virtual Apps (formerly XenApp)
6.3
GoToAssist Remote Support
Application support
Citrix Virtual Apps (formerly XenApp)
5.6
GoToAssist Remote Support
Device support
Citrix Virtual Apps (formerly XenApp)
9.6
GoToAssist Remote Support
Ease of deployment
Citrix Virtual Apps (formerly XenApp)
2.4
GoToAssist Remote Support
Application packaging
Citrix Virtual Apps (formerly XenApp)
8.0
GoToAssist Remote Support
Security
Citrix Virtual Apps (formerly XenApp)
5.6
GoToAssist Remote Support

Remote Administration

Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.0
Screen sharing
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.8
File transfer
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.8
Instant message
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
9.1
Secure remote access with Smart Card authentication
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
7.0
Access to sleeping/powered-off computers
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
6.3
Over-the-Internet remote session
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.3
Initiate remote control from mobile
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.2
Remote management of servers & workstations
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.3
Remote Active Directory® management
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
7.0
Centralized management dashboard
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
7.9
Session record
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.8
Annotations
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.0
Monitoring and Alerts
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
7.6
Multi-platform remote control
Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.0

Pros

Citrix Virtual Apps (formerly XenApp)

  • Xenapp uses a proprietary system (IMA/FMA) to more quickly deliver the screen shots, mouse clicks, etc...being done on the servers back to the users screen. This system is faster than any other app delivery programs protocols and for most users the apps are fairly seamless and run as if they were local as to speed.
  • Xenapp does require some training but overall is not overly technical in nature which helps in quickly ramping up into managing and configuring it.
  • XenApp's one main goal is to publish applications to user desktops. It does that better than any other solution on the market. There are alternate ways of doing this including simply using Microsoft's built in App delivery product but you will encounter more issues and a less than happy user experience if you try to pay less and skip adding XenApp into the mix.
Anonymous | TrustRadius Reviewer

GoToAssist Remote Support

  • Quick access to customer computers via email links or giving them the access code over the phone.
  • Notes area where I can record the details of the remote session.
  • Reporting - I can retrieve a monthly report of all my remote sessions (including notes) which helps me monitor usage, provides billing information and allows me to save a copy of the report locally.
Lin James, CPB, SCC | TrustRadius Reviewer

Cons

Citrix Virtual Apps (formerly XenApp)

  • Cost - Licensing costs are not cheap.
  • Local printing is not installed by default. It took some time getting printing set up for each individual user.
  • Application compatibility is an issue when Citrix XenApp is updated, we were forced into purchasing not only an update, but also new office software.
Eric Mueller, CSM, PMP | TrustRadius Reviewer

GoToAssist Remote Support

  • The administration web interface can be a bit cumbersome.
  • Would be nice if I had the option where I did not need to tie an account to a email address. It may work fine for companies of a tremendous size for ticketing purposes, but for my firm we just would like to use it and share 3 seats. It is not cost effective for my entire team to use a license as we will never all use it at the same time, but we could all benefit from using the product.
  • We could benefit from a scaled down version that only encompasses the remote support portion. We don't use other pieces of it like the mobile profiles portion, so if we could scale it back and get it at a cheaper cost that would be beneficial.
Jarrell L. Chatman | TrustRadius Reviewer

Likelihood to Renew

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

GoToAssist Remote Support

GoToAssist Remote Support 8.5
Based on 6 answers
The renewal decisions are mostly made from our IT department at work. I know they read a lot of articles and research products so I trust them to make the best decision. I have given my IT department positive feedback on the product and I hope they renew it in the future
Kerry Allen | TrustRadius Reviewer

Usability

Citrix Virtual Apps (formerly XenApp)

Citrix Virtual Apps (formerly XenApp) 8.0
Based on 1 answer
Functions well in a Department of Defense environment, particularly when paired with a physical NetScaler that is FIPS compliant
Anonymous | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 10.0
Based on 3 answers
The program is very easy to figure out, as far as usage. There is plenty of documentation available as well, if you aren't the "play with it first" type.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

GoToAssist Remote Support

GoToAssist Remote Support 8.9
Based on 4 answers
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
Anonymous | TrustRadius Reviewer

Performance

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

GoToAssist Remote Support

GoToAssist Remote Support 9.0
Based on 2 answers
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
Anonymous | TrustRadius Reviewer

Support Rating

Citrix Virtual Apps (formerly XenApp)

No score
No answers yet
No answers on this topic

GoToAssist Remote Support

GoToAssist Remote Support 8.0
Based on 6 answers
The software runs well overall once installed. It is easy to use and very intuitive from both the technician standpoint and the customer standpoint. There are not a lot of problems or issues with the software, and it doesn't have a big effect on system resources once installed, or when running. It would not be a 10 since the cost of the licensing is one drawback
Anonymous | TrustRadius Reviewer

Implementation Rating

Citrix Virtual Apps (formerly XenApp)

Citrix Virtual Apps (formerly XenApp) 7.0
Based on 1 answer
Issues with overlapping settings caused troubleshooting to be a problem during the early stages of deployment.
Anonymous | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 9.9
Based on 6 answers
Make sure your team plays with the tool before going live with it. Connecting to each other teaches you everything you need to know.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Citrix Virtual Apps (formerly XenApp)

Other products were more cost effective, offered a better support contract, had less dependencies on third party programs, were much simpler to configure, had better documentation, and didn't require as much hardware.We chose Citrix over the alternatives, because one of our customers required the use of Citrix for the connection of Third Party vendors.
Anonymous | TrustRadius Reviewer

GoToAssist Remote Support

All of the different remote support applications can do much of the same. We went with RescueAssist as it's still the only application we have been able to find that has the option to finish the setup of a Mac user account without disconnecting the session. As we still don't have a system for deploying software and have to do it manually, we value this feature. So, it's probably the most reliable software when you have to use it on multiple devices (Mac, Windows, etc.).
Christopher Fritz | TrustRadius Reviewer

Return on Investment

Citrix Virtual Apps (formerly XenApp)

  • Allowing staff to complete time sensitive work. i.e. Accounting processing payroll, billing. Staff meeting deadlines for client production products.
  • Time installing and configuring software occurrences is externally cut down. Such as personal profile configuration of toolbar's, files, shortcuts, etc.
  • Software licenses reduced.
Daniel J. Lewis | TrustRadius Reviewer

GoToAssist Remote Support

  • GoToAssist was a replacement for DMC, and while it didn't allow for profile changes, it allowed technicians to keep working with virtual support.
  • From what I understand, the per-seat licenses are quite expensive. Teams often dispute which accounts belong to which team.
David Reese | TrustRadius Reviewer

Pricing Details

Citrix Virtual Apps (formerly XenApp)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Citrix Virtual Apps (formerly XenApp) Editions & Modules

Additional Pricing Details

GoToAssist Remote Support

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

GoToAssist Remote Support Editions & Modules

Edition
GoToAssist Remote Support$691
  1. per agent/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Citrix Virtual Apps (formerly XenApp)
2.4
GoToAssist Remote Support
7.7

Likelihood to Renew

Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.5

Usability

Citrix Virtual Apps (formerly XenApp)
8.0
GoToAssist Remote Support
10.0

Reliability and Availability

Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.9

Performance

Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
9.0

Support Rating

Citrix Virtual Apps (formerly XenApp)
GoToAssist Remote Support
8.0

Implementation Rating

Citrix Virtual Apps (formerly XenApp)
7.0
GoToAssist Remote Support
9.9

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