RescueAssist Pricing, Features, Reviews & Comparison of Alternatives

RescueAssist

Remote support software

4.46/5 (123 reviews)

RescueAssist overview

What is RescueAssist?

RescueAssist - formerly GoToAssist - provides a remote support solution for IT managers and technicians to access and control devices remotely, carry out in-session chat, transfer files and remotely configure and reboot devices. The complete remote support solution provides two-way screen sharing so that both technicians and customers can share each other's screens. Live remote support can be offered on both PC and Mac devices, as well as from and on smart phones and other mobile devices.

RescueAssist provides you with the ability to collaborate and share tasks with team members by inviting other support technicians to sessions and transferring remote support sessions to other reps. The Management Center allows you to assign tasks, permissions and access to multiple technicians. Each rep can support up to 8 customers at a time. Technicians can also use the app to access and control unattended devices to fix problems even when an end user is not present. Furthermore, RescueAssist offers session reporting and session recording to track time spent on tasks and keep audit trails.

Pricing

Starting from
$69
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, United Kingdom

Supported languages

English, French, German
RescueAssist screenshot: Volume report in RescueAssistGoToAssist Remote Support - How it WorksRescueAssist screenshot: System summary reports for RescueAssistRescueAssist screenshot: RescueAssist run diagnosticsRescueAssist screenshot: RescueAssist chat boxRescueAssist screenshot: RescueAssist screen sharingRescueAssist screenshot: RescueAssist invite customersRescueAssist screenshot: RescueAssist remote supportRescueAssist screenshot: Remote support with RescueAssist

RescueAssist reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.4
  4.5
  4.2
Shae Jackson, PHR, SHRM-CP, MBA

Premier Desktop Remote-in Application

Used daily for 2+ years
Reviewed 2018-12-12
Review Source: Capterra

Pros
Quick and easy to learn with minimal to no learning curve for new users. Same goes for end-users when working with clients. Easy to navigate and open several sessions allowing a single user to simultaneously remote into multiple computers. This product has been integral in troubleshooting issues for clients, updating our software solutions remotely, looking at computers specs and watching client daily operations to allow for effective communication.

Cons
No cons to report at this time. As I'm always looking to reduce costs, I regularly look at other vendors. I have not been able to find a comparable product at a lower price point. As such, we will be sticking with GoTo Assist for the foreseeable future.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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David Pyles

Best remote support app

Used daily for 2+ years
Reviewed 2020-01-07
Review Source: Capterra

We use this to remote in to users workstations in our remote locations to support them. It is easy to use, send them a text, email or Teams message and boom connected and issues solved.

Pros
I love how easy it is to use. Simply send a link to your user in need and go. It is easy to elevate credentials and the unattended support is awesome

Cons
The only downside I see is the limited phone support capabilities. That is more of an issue with apple being greedy then the software as android support is awesome

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 10/10

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Tom Miller

Rescue Assist is the perfect support platform for our business

Used daily for 2+ years
Reviewed 2019-07-23
Review Source: Capterra

With this program, I can help install and repair, plus train associates remotely from any desktop. This includes my laptop when I am away from the office, or even my android phone.

Pros
Full control over a PC/Thin Client/Server I use this software daily for support on any level where seeing what the associate is describing is important to find a quick resolution. Unattended support setup, allows a computer to be left on at work, where updates or repairs are necessary after hours. I have Unattended support set up on all of our servers, and I do updates and adjustments remotely with ease. Any computer that needs help that is not set up for unattended support may be assisted with the user allowing the browser to install the assist program quickly and easily. I am able to assist associates that are using their own equipment when necessary.

Cons
There is a box that pops up when you attempt to use the unassisted support, and many times a user will click no, do not allow by mistake. If you already have the hardware set up for unattended support, why the delay to connect.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Steve Barker

We have been using GoToAssist for many years.

Used daily for 2+ years
Reviewed 2018-06-15
Review Source: Capterra

Provides a tool to support customers remotely and transfer large files directly between users.

Pros
File transfer, remote control and access are good features. Remote reboot feature also good. Unattended support is also a great feature if you plan to do remote support.

Cons
Connecting remotely to computers that you have previously connected to either requires updates or uninstalling previous version through Control Panel. Recently this issue has got worse and worse with no resolution for months and now has us looking for different remote support software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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YagneshKumar Patel

Great Supporting tool via remote

Used daily for 6-12 months
Reviewed 2017-12-13
Review Source: Capterra

Ability to transfers files, record sessions, connect more than one end-user, chat option to take notes for the issues and much more

Pros
Go to Assist offers a wide variety of feature, First; with unlimited live end-user support- with one click i am able to convert a phone session with a customer into an online support session. Secondly, Session Reporting where i am able to jot down notes during the session, track my time spent, and more importantly record my session and download them for archiving and training purposes. Third, I am able to transfer files securely to my customer's pc and diagnose the issue. Fourth, GoToAssist has a dynamic remote support, where it enables multi-sessions for up to eight customers at a single time, transfer, files and reboot/reconnect if need be. Last but not Least, GoToAssist offers a trail version for users who want to test the software.

Cons
The lack of support, There were times when i had questions about the new features or even basic support for GoToAssist but thier customer support isn't sufficient to respond back in time, or it takes time for them to return to my messages via email.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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RescueAssist pricing

Starting from
$69
Pricing options
Free trial
Subscription
View Pricing Plans

$69 p/month for 1 technician
$345 p/month for 5 technicians
$690 p/month for 10 technicians

Prices continue to scale depending on the number of technicians

Free for 30 days

RescueAssist features

Chat
Self Service Portal

API (195 other apps)
Activity Dashboard (99 other apps)
Automatic Notifications (93 other apps)
CRM Integration (80 other apps)
Contact History (74 other apps)
Customizable Branding (99 other apps)
Email Integration (92 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (96 other apps)
Monitoring (93 other apps)
Multi-Channel Communication (93 other apps)
Real Time Monitoring (68 other apps)
Reporting & Statistics (110 other apps)
Social Media Integration (83 other apps)
Support Ticket Management (73 other apps)
Surveys & Feedback (83 other apps)
Third Party Integration (118 other apps)
Workflow Management (77 other apps)

Additional information for RescueAssist

Key features of RescueAssist

  • Unlimited Live End-User Support
  • Access and Control Unattended Computers
  • Team-Based Support
  • Mobile Device Remote Support
  • Customer-Initiated Support
  • Support from iPad or Android device
  • Two-Way Screen Sharing
  • In-Session Chat
  • Remote Diagnostics
  • Annotation Tools
  • Multi-Monitor Navigation
  • Multi-Session Support
  • File Transfer
  • Session Recording
  • Remote Desktop Support (RDP)
  • Control PC and Mac computers
  • integration with Get Satisfaction Communities.
  • Integrated Service Desk Module
  • Session Reporting
  • Integration APIs
View All Features

Benefits

Unlimited Live End-User Support: In one click you can transform a phone session to an online support session. Control end user' PC and Mac devices.

Control Unattended Computers: Get access to unattended machines for emergency work or routine maintenance by deploying a small piece of software ahead of time.

Team Management Center: Assign jobs to multiple technicians at once, give them permissions and decide which unattended machines they can access.

Mobile Device Remote Support: Deliver remote support from any iPhone, iPad or Android device. Conduct chat sessions, update profiles and configure mobile devices.

Customer-Initiated Support: Your customers can use the chat tool to connect with support reps by integrating RescueAssist with your website, support community or self-service portal.

Dynamic Remote Support: Multi-Session for up to 8 customers at a time, file transfer, reboot/ reconnect, invite other support reps to a session and transfer sessions.

Session Reporting: Take notes during the session, track time spent, and record sessions and download them to your archive for training and auditing.