An easy to use and intuitive remote assistance platform
October 11, 2019

An easy to use and intuitive remote assistance platform

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with RescueAssist

We were using this just up until very recently when we migrated to another remote support platform. We have used this for a great many years for supporting our customers in our organization. This platform was being utilized across a couple of different departments across the University but was heavily used by our school. It addresses the business problem of having a good commercial remote assistance tool that is easy to use, both from a technican standpoint and also a customer standpoint.
  • The first of these is that it is easy to use, and very intuitive. You don't really need to consult any documentation in order to hit the ground running with this. This is a strength because there are other tools out there that are a bit more complex.
  • It generally works well, without too many issues. This is both on the technician side, and on the customer side. For the customer experience, RescueAssist doesn't require a whole lot of customer interaction, other than first connecting with the technician.
  • It also doesn't require a whole lot of system resources to run and doesn't require a lot of hard drive space to install (at least if you are working with the desktop client). The brand new version maybe web/cloud-based, which may eliminate the need for having to install the client.
  • One big improvement needs to be to improve the "Run As A Service" feature that runs on a customer's computer. Sometimes this needs to be used to run elevated privileges on their computer, and most of the time this feature works well. On a few occasions though, it would stop, and give an error message.
  • Another area of improvement would be to have a web/cloud based agent/client, but that may have changed in the latest version of the platform. This would save time by not having to install anything on either the technician's computer or the customer's computer.
  • One positive impact this has had on ROI is that is has helped to increase productivity with technicians being able to provide support for our customers. As it works pretty seamless overall, there haven't been too many issues with the platform itself.
  • Another positive impact is that it has saved time with technicians being able to use this without consulting the documentation or doing a lot of custom configuring to get the software to work.
RescueAssist is a good solution, as it is a standalone solution, whereas some other remote assistance programs are integrated within another program. These would be Skype for Business or Microsoft SCCM. You actually have to buy licensing for those pieces of software, and within those applications, remote assistance features are built-in.
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

Do you think GoToAssist Remote Support delivers good value for the price?

Yes

Are you happy with GoToAssist Remote Support's feature set?

Yes

Did GoToAssist Remote Support live up to sales and marketing promises?

Yes

Did implementation of GoToAssist Remote Support go as expected?

Yes

Would you buy GoToAssist Remote Support again?

Yes

It is well suited in environments that would like a remote assistance platform that is easy to use and intuitive from the technician/customer standpoint, and can easily be set up/configured. It would be less suited in environments that have security standards set in place, such as organizations that may set "least privileges" on user's computers/endpoints. This may conflict with the RescueAssist software, especially when trying to run the "Run As A Service" feature.

GoToAssist Remote Support Feature Ratings

Screen sharing
9
File transfer
9
Instant message
10
Secure remote access with Smart Card authentication
7
Access to sleeping/powered-off computers
6
Over-the-Internet remote session
8
Initiate remote control from mobile
8
Remote management of servers & workstations
8
Remote Active Directory® management
7
Centralized management dashboard
8
Session record
9
Annotations
8
Monitoring and Alerts
8
Multi-platform remote control
8