GoToAssist Features

GoToAssist

Remote support software

4.48/5 (140 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Tracking
Audit Management
Audit Trail
Automated Routing
CRM
Capacity Management
Change Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Compliance Tracking
Configuration Management
Contact Database
Contact Management
Customizable Branding
Customizable Reports
Dashboard
Diagnostic Tools
Document Storage
Email Management
File Sharing
File Transfer
Help Desk Management
IT Asset Management
Inbox Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multiple User Accounts
Network Monitoring
Patch Management
Performance Metrics
Problem Management
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Rules-Based Workflow
SMS Messaging
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Session Recording
Session Transfer
Single Sign On
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Two-Factor Authentication
Workflow Configuration
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Tracking
Audit Management
Audit Trail
Automated Routing
CRM
Capacity Management
Change Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Compliance Tracking
Configuration Management
Contact Database
Contact Management
Customizable Branding
Customizable Reports
Dashboard
Diagnostic Tools
Document Storage
Email Management
File Sharing
File Transfer
Help Desk Management
IT Asset Management
Inbox Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multiple User Accounts
Network Monitoring
Patch Management
Performance Metrics
Problem Management
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Rules-Based Workflow
SMS Messaging
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Session Recording
Session Transfer
Single Sign On
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Two-Factor Authentication
Workflow Configuration
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Tracking
Audit Management
Audit Trail
Automated Routing
CRM
Capacity Management
Change Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Compliance Tracking
Configuration Management
Contact Database
Contact Management
Customizable Branding
Customizable Reports
Dashboard
Diagnostic Tools
Document Storage
Email Management
File Sharing
File Transfer
Help Desk Management
IT Asset Management
Inbox Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multiple User Accounts
Network Monitoring
Patch Management
Performance Metrics
Problem Management
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Rules-Based Workflow
SMS Messaging
Screen Sharing
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Session Recording
Session Transfer
Single Sign On
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Two-Factor Authentication
Workflow Configuration
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Mobile apps

iOS App


24 reviews

Requires iOS 12.3 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


44 reviews

GoToAssist Feature Reviews

25 reviewers had the following to say about GoToAssist's features:

YagneshKumar P.

Great Supporting tool via remote

2017-12-13

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

Pros

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.

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rica Mae D.

GoToAssist Review

2021-07-23

Pros

Transferring files and doing live chat is a strong feature that I really liked

Cons

Android mobile app needs further check, sometimes while doing remote session and if you need to go by the home screen, the session will be disconnected and you'll be logged out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Giridhar S.

best of the best cloud based remote desktop Tool

2019-03-28

I have been using GoToAssist to provide technical support to my clients mostly and it helps me a lot in resolving all the issues in real time as it's a cloud based remote desktop tool.

Pros

Inbuilt Chat option 6. Real time customer Support

Cons

If I can get it for free for a lifetime then there'll be no dislikes about this tool :D

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Francis P.

GoToAssist Review

2018-06-27

GoToAssist by Citrix is a cloud-based remote support and mobile device support solution.

Pros

It is very intuitive and cloud based application.

Cons

It is a subscription based application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Luke P.

Awesome way to remote desktop

2017-05-16

Pros

The built in the chat window is fantastic.

Cons

I've also had it give me pop-up notifications that were annoying.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Carlos A. M.

Great Tool

2018-01-09

The benefits received from this software were many but the one that was most prevalent was the fact that I could use my Android phone to check on a clients computer or family member's computer and didn't have to use a laptop or pc to use the software.

Pros

What I liked most about this software is the ease of use and the powerful UI based controls when running on your mobile device.

Cons

Honestly, there wasn't much to dislike about this software. Sometimes the software lagged like any other RDP software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
David K.

Easy To Use Remote Support!

2020-03-23

It really saves our IT department a lot of support time and allows us to work on other important projects for our company.

Pros

RescueAssist allows almost instant access to a user's workstation and has saved us a lot of support time . It's very well suited for situations where you can remotely help employees who are in different locations without having to leave your own office.

Cons

It's also not the cheapest support option available in the marketplace(but overall the value it provides makes it well worth the price.)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Tom Y.

Remote software for anyone

2019-07-23

RescueAssist is easy to use and do the job.

Pros

Plenty of options. The chat function is pretty nice and all the other features are working fine.

Cons

That's the only thing I can put a finger on besides the support that is very limited if you do not have a direct contact.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Josue H.

This software is the best

2018-07-30

Best software in the IT world and there is no day I don't used this software to connect with a client one of the best tools any tech can have in the IT support arsenal ..

Pros

I cannot live without this software on the IT world.

Cons

No cons at all the software is self explanatory and they have well documented steps on the software on how to used it really really easy to used and no tech should live with out it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
JOHN D.

GoToAssist is the perfect complement for GoToMeeting in a support setting

2021-08-05

Great experience. Our support techs speak highly of this software.

Pros

Very easy to use, smooth interface, and very client friendly!

Cons

Could occasionally run in to problems with client access.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Marshall H.

Excellent Software

2018-08-31

Great program. Would recommend to other companies looking for remote assistance software.

Pros

The ability to remote into any machine we need to and control, monitor or install software/updates makes this software a life saver.

Cons

Better support for mobile devices.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Makes providing remote support a breeze

2019-10-16

We have been able to provide easy support and cut down support calls significantly by allowing technicians to see the whole picture when the client has limited computer knowledge.

Pros

I like that the software is easy to use, the connection is smooth and it has been stable most of the time.

Cons

Too many steps and confusing instructions for the people receiving support.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jillian D.

Great software!

2021-08-12

It has been a great experience since the world has been forced to go digital!

Pros

GoToAssist is very intuitive, I did not need to do a training or anything to figure out how to use the product. It's very user friendly!

Cons

The multi monitor navigation was a bit harder to get the hang of, but once I got it, it was great!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
David P.

Best remote support app

2020-01-07

It is easy to use, send them a text, email or Teams message and boom connected and issues solved.

Pros

It is easy to elevate credentials and the unattended support is awesome

Cons

The only downside I see is the limited phone support capabilities.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shae J.

Premier Desktop Remote-in Application

2018-12-12

Pros

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Surender S.

Quite simply put, the best remote assistance software we used.

2018-08-15

Start to end, it was fantastic.

Pros

Even the users that were technical novices were able to get connected with our support representatives.

Cons

I feel like a mobile support is kinda lacking but we never needed that much anyway.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kohlton B.

Great Remote Support and Ticketing

2017-02-09

The remote support agent has been phenomenal, with the exception or multiple monitor 1080/4k setups.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Brandon E.

Simple To Set Up

2018-12-19

A great tool to allow remote teoubleshooting or updates to remote devices.

Pros

Works great for IT management of field technician devices.

Cons

The link initially takes the "slave side" to a download page but the part where you hve to download a file isn't as obvious as I think it should be.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
JOSE M.

It is very good, dynamic and easy to use

2018-06-30

the times I have had problems with the systems I work with, the computer department has been able to help me at the time

Pros

I can have support from other departments in the company, even if they are out of the office, since it can be used from a PC or from mobile devices, this application helps save the day.

Cons

So far I have not had any problem with this application, the truth has been more useful than it seems

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jesus L.

Excellent way of tracking performance!

2017-02-13

I love the ability to run reports and keep track of what the team is doing!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

This program is excellent for remote assistance and distance education. Amazing!

2018-04-20

Pros

As an educator, it has helped me to teach virtual classes remotely, which saves me time and money.

Cons

You must have an Internet speed too good or you will have communication problems.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Cameron H.

Standard Remote Support

2018-09-19

Its easy for the users to follow/allow access, which is very useful with some of the technically-challenged users.

Pros

Ease of use - even users without good computer knowledge are able to use it

Cons

Occasionally hangs/lags - likely to do with user internet speeds

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Cam P.

What we use for remote support

2018-02-14

Pros

Our staff really seem to like it, the email to invite feature really works for us.

Cons

Some times we experience indeterminacy, and dropped sessions, not all the time but it happens even when we have good connections.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Steve B.

We have been using GoToAssist for many years.

2018-06-15

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

Pros

File transfer, remote control and access are good features.

Cons

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Ray L.

University of Miami - IT MGR - Athletics

2016-10-03

It easy to use if offer a website for users to connect easily, your can also email links and a key.

Pros

You can setup unattend remote support to rub as a service.

Cons

I've been using for about 2 years and haven't found any cons.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering GoToAssist

If you looking for a Remote Desktop support, sign up for the trial you won't be disappointed

Source: Capterra
Helpful?   Yes   No
Read more