What users are saying about
68 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

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

Remote Administration

GoToAssist Remote Support
7.9
Screen sharing
GoToAssist Remote Support
8.6
File transfer
GoToAssist Remote Support
8.6
Instant message
GoToAssist Remote Support
7.8
Secure remote access with Smart Card authentication
GoToAssist Remote Support
7.3
Access to sleeping/powered-off computers
GoToAssist Remote Support
6.5
Over-the-Internet remote session
GoToAssist Remote Support
8.9
Initiate remote control from mobile
GoToAssist Remote Support
8.2
Remote management of servers & workstations
GoToAssist Remote Support
8.8
Remote Active Directory® management
GoToAssist Remote Support
7.0
Centralized management dashboard
GoToAssist Remote Support
7.5
Session record
GoToAssist Remote Support
8.5
Annotations
GoToAssist Remote Support
8.2
Monitoring and Alerts
GoToAssist Remote Support
6.3
Multi-platform remote control
GoToAssist Remote Support
8.0

Pros

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

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

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

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

GoToAssist Remote Support

GoToAssist Remote Support 8.9
Based on 2 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

GoToAssist Remote Support

GoToAssist Remote Support 9.0
Based on 1 answer
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

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

GoToAssist Remote Support

GoToAssist Remote Support 9.9
Based on 4 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

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

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

GoToAssist Remote Support

General

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

Rating Summary

Likelihood to Recommend

GoToAssist Remote Support
7.2

Likelihood to Renew

GoToAssist Remote Support
8.5

Usability

GoToAssist Remote Support
10.0

Reliability and Availability

GoToAssist Remote Support
8.9

Performance

GoToAssist Remote Support
9.0

Support Rating

GoToAssist Remote Support
8.0

Implementation Rating

GoToAssist Remote Support
9.9

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