GoToAssist makes remote support simple
November 17, 2017

GoToAssist makes remote support simple

Kurt Ferguson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoToAssist

We use GoToAssist for remote support of end users, so it is used only by the Desktop Support team. We have a large number of remote users spread across several countries, so effective remote support is essential. GoToAssist makes remotely accessing a user's desktop or laptop very easy, and allows us to install software, troubleshoot issues, and collect information. It is an indispensable tool in this regard.
  • Easy to use. GoToAssist doesn't require much training to use, and the user interface is quite intuitive.
  • Powerful. GoToAssist is useful for software installation, troubleshooting issues, and collecting information or log files.
  • Versatile. Whether we are assisting Windows or Mac users, GoToAssist is a very powerful support tool. It is effective whether you are working with an experienced user or a relative novice.
  • Cost. For smaller businesses, the cost of GoToAssist might be too high.
  • Mobile Support. The support options for mobile devices are a lot more limited than some other solutions in this category.
  • Date interface - The interface, while fairly intuitive, is a bit dated. It is good at what it needs to do, but could certainly use a facelift.
  • Effective Remote Support. For our company, GoToAssist was a good value for remote end user support. It worked very well for what we used it for.
  • Reduced in-office trips. GoToAssist enabled us to keep remote machines running smoothly without necessitating costly travel or equipment shipments. It saved us a lot of money as a result.
  • Teaching tool. GoToAssist also served as an effective teaching tool, since a junior tech could sit in and observe remote support done via GoToAssist. This helped bring our technicians up-to-speed more quickly after being on-boarded.
GoToAssist fairs pretty well against WebEx Support Center. It costs less and offers the same general features, albeit with a slightly more dated interface. I have used both products extensively, and would be hard-pressed to really choose one over the other.

For internal support, the console-level access provided by UltraVNC was something that GoToAssist could not overcome. As such, we relegated GoToAssist to remote machine support only.
GoToAssist is a great tool for support organizations with lots of remote users to support. It works well in both Windows and OS X. We utilized a single account, shared among several technicians, for our remote support needs.

For small companies with few employees, this might be harder to budget for. It's also not the best tool for supporting machines on a local network. It works just fine for this purpose, but there are less expensive tools like VNC that might be better suited to such applications.