GoToAssist - Great balance of features and cost
November 15, 2017
GoToAssist - Great balance of features and cost
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with GoToAssist
We use GoToAssist for remote support purposes. We have a large number of remote users and three satellite offices and GoToAssist makes it easy to connect with those users.
- Easy to set up. It took less than an hour to have it up and running with an internal URL that our users could connect to.
- Makes remote support a breeze by being able to use remote technicians credentials for elevated commands. This is something our previous solutions were missing.
- It's very transparent for the end user and makes it easy for them to end a session or see active sessions when running.
- Session management - Closing the application or just opening the application opens a session. If you work with limited session licenses, this can be problematic for the next technician that needs to use it. It's also not obvious that there are open sessions to techs, and they must rely on the admin to kick users out.
- It could be cheaper. Even though it wasn't the most expensive product we evaluated, it wasn't the cheapest either.
- This saves us from making excessive trips to remote users.
- Prevents the need for remote users to send in problematic laptops/hardware..
- Keeps us from using third party IT support companies for emergency issues.
In the end, we went with GTA because of price and feature balance. Bomgar had more features, specifically session recording, but for twice the cost, we couldn't justify that decision. Skype for Business is included in our MS contract, but it was missing the ability to do outside of network sharing, privilege passthrough and session management.