GoToAssist: Great Software Support tool!
Pritesh Patel | TrustRadius Reviewer
November 09, 2017

GoToAssist: Great Software Support tool!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with GoToAssist

GoToAssist is being used by our Technical Service team. We have a few developers that use it, however, it is primarily used for Support in our company. I personally use it to get con clients machines so we can do the installs necessary for our company as well as provide support when they run into issue with our software.
  • Easy to use both for us and client.
  • File Transfer feature is very nice.
  • Can have multiple sessions open at the same time.
  • Diagnostics allows us to see all stats for the clients machine.
  • Sometimes clients have a hard time installing GoToAssist.
  • Need a better UI.
  • Unattended support is not intuitive.
  • GTA freezes sometimes when client does not have admin role and we lose keyboard and mouse control.
  • Wish it also had a call feature that can allow multiple people to call in to watch the session (mix GoToMeeting into it).
  • We are able to help customers much quicker and efficiently.
  • We save time internally with headaches of providing remote support which gives us ability to work on more projects.
  • Clients are much happier with us as they are able to easily give us access to computers and servers when we need.
We were first using GoToMeeting for the remote support. However, it is not build for providing this solution. We then went with GoToAssist since they are by the same company and we like the product as it met our budget and we were happy with the functionality is provided. We looked at Bomgar, LogMeIn, etc. However, it wasn't work money versus the ROI that we were getting out of it. GoToAssist provided the perfect package and it doesn't match up with any other product for the price and functionality.
GoToAssist is a great product for a small company who is using is primarily for technical support and go get access to a computer very easily. For us, we use GTA to help us troubleshoot technical issues on Servers as well as to install or fix anything on a hotel user's personal computer. If you are looking for something that is more involved and you have a bigger company, then it might be better to go with a Bomgar type product where you can have more control on the different systems you have.

RescueAssist Feature Ratings

Screen sharing
9
File transfer
10
Instant message
9
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
8
Over-the-Internet remote session
9
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
6
Remote Active Directory® management
10
Centralized management dashboard
Not Rated
Session record
7
Annotations
9
Monitoring and Alerts
10
Multi-platform remote control
Not Rated