GoToAssist Features List

GoToAssist Reviews

GoToAssist

Remote support software

4.42/5 (56 reviews)
12,525

GoToAssist Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (128 other apps)
Activity Dashboard (51 other apps)
Automatic Notifications (58 other apps)
CRM Integration (47 other apps)
Chat (126 other apps)
Contact History (48 other apps)
Customizable Branding (52 other apps)
Customizable Templates (43 other apps)
Email Integration (54 other apps)
Instant Messaging (63 other apps)
Knowledge Base (77 other apps)
Monitoring (53 other apps)
Multi-Channel Communication (53 other apps)
Prioritizing (51 other apps)
Reporting & Statistics (67 other apps)
Social Media Integration (52 other apps)
Surveys & Feedback (57 other apps)
Third Party Integration (56 other apps)
Ticket Management (48 other apps)
Trouble Ticketing (43 other apps)

Competitor Feature Comparison

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Mobile apps

iOS App


109 reviews

See all iOS Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

GoToAssist Feature Reviews

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

YagneshKumar Patel

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
Kohlton Bickford

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
Joe Tinter

Simple, Easy-To-Use Remote Support Tool. No Bloat, No Problems.

2017-08-15

Remote support at a decent price per support agent, an easy-to-use tool, with some customizable options, but definitely some things missing that can be improved on.

Pros

I've never had a disconnection based on the software, only on the user's connection speed being an issue.

Cons

It may sound silly, but I'd like a way to keybind an F-key or something to a "Start Support Session", and having the support URL saved to my clipboard automatically when a new session is started.

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
Carlos A. Montañez

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
Luke Payne

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
Anonymous
A verified reviewer

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

2018-04-20

Pros

This software controls a remote computer through the internet without any difficulty. As an educator, it has helped me to teach virtual classes remotely, which saves me time and money. The data is transferred securely.

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
Jesus Lopez

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
Luke Payne

Using GoTo has made things much easier

2018-03-13

Does exactly what it's designed to do.

Pros

I like the easy access, and the ability to link in my team without a huge amount of headache.

Cons

Not the fastest program, and we've had some issues with login and some issues with dropped connections. Not frequent, but often enough that its worth mentioning.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Graham Pocta

Verified Reviewer

GoToAssist

2015-09-17

It was a good product and I never had any trouble with it.

Pros

Reliable connection. Great screen compression technology -- very quick response.

Cons

"fastsupport.com" was hard to understand over the phone. :) The cost is a little high compared to a few other options on the market.

Rating breakdown

Value for money
Ease of use

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Cam Peterson

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
Colin Waters

Very easy to use and reasonably priced for low volume users.

2018-06-01

Affordable and very easy to use.

Pros

The user interface is very intuitive and the pricing for the volume users is reasonable.

Cons

We have occasionally run into issues getting things synced up between users with some crashing of the interface from time to time.

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: Capterra
Helpful?   Yes   No
Read more
Tim Villa Jr.

GoToAssist

2017-10-03

Honestly, there are too many free options of this type of software out there to pay for this type of software without some game changing features, and they just don't exist here.

Pros

As advertised, it allows us to see and take control of our users' machines remotely. Brand labeled website for users to ask for assistance (from our internal team).

Cons

Stupid password restrictions that need to be dealt with immediately or you'll be frustrated as your password expires on you non-stop. It has issues if the person you're connecting to doesn't have a pretty good connection speed. There are times when it will randomly take away my ability to click on anything, and I'll be forced to just talk the user through the clicks.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Read more
Ezra Nelson

Works awesome

2017-08-08

Pros

Easy to install remote client and sending emails is easy.

Cons

Sometimes some confusion when try to launch the application on the user end, and misses some features of teamviewer.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Ray Lopez

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 be up and running in less than 5 mins. 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
Steve Barker

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

Remote reboot feature also good.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Larissa Huffman

Best remote support software I have used in six years as a support technician!

2018-04-17

Pros

In addition to the unattended support feature, they have several URLs users can easily navigate to, which results in shorter time to session.

Cons

Cost - this is one of the more expensive remote support tools I have ever paid for. I had to really push to get it approved, but I'd say it's worth the price!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Aaron Chavez

My review for go to assist.

2016-10-06

It was a great tool to use in regards to working with community based organizations that were not in our network.

Pros

Ease of use

Cons

Lack of support

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Clarissa Wolf

A great way to provide in-house tech support to our crews in the field!

2018-05-04

I am able to assist our field guys with their software/computer issues right from my office, quickly and efficiently!

Pros

If they're having trouble with a program, or their laptop, I'm usually their first resort, before we call the outsourced IT company we use.

Cons

There really isn't anything I can think of that I don't like about this software. I've never had any issues with it, other than a little bit of lag, which is due to internet connections and not the software!

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: Capterra
Helpful?   Yes   No
Read more
Eric Smith

GoToAssist is a fantastic tool for IT and customer support teams

2018-03-07

Pros

While I'm not positive if my current company uses this, GoToAssist has been a life saver for other companies I've worked for in streamlining our support teams, especially with their amazing cloud-based toolsets.

Cons

There's not much that I don't like about this software, beyond your usual bugs and connectivity issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Other

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jacob Morrison

GoToAssist allows me to remotely provide support in an easy and effective way.

2017-08-15

GoToAssist allows me to remotely provide support anytime from almost anywhere. It has been a lifesaver at times when I'm not on site but support is needed.

Pros

There are times when I only have my phone on me and through their mobile app I can still get work done when needed.

Cons

I wish I could be logged in from two devices at once with my same login. It hasn't been a huge deal though.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Williams

Good for limited use by an office administrator but not for large scale clients

2017-12-15

Remote access to our company devices

Pros

Works on mobile well.

Cons

Because it relys on the internet if speeds are slow it can have issues connecting. The client can uninstall the remote agent without permission making it difficult to manage remote devices. Organization of clients can make it hard to find the right computer if you manage many devices.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jennifer Lipski

My favorite way to shadow end users

2017-11-14

Pros

This software is great for shadowing end users in a support role. It allows you to connect to users no matter what security is set up.

Cons

However, it is a quick process and easy to walk the user through.

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
Source: Capterra
Helpful?   Yes   No
Read more
Zachary Heidemann

fantastic remote software

2016-08-08

Pros

easy to use, easy to deploy onto end user machines who don't already have the software.

Cons

doesn't quite have the features or power of bomgar client, and bomgar is a bit easier to get connected to end user machines

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Likelihood to recommend

8/10

Recommendations to others considering GoToAssist

check everything out, pcanywhere, go to assist, bomgar, kaseya - most have similar features but it comes down to ease of deployment in the environment if it's on managed services machines kaseya or bomgar are your choice, and if it's on random on non managed machines then bomgar and gotoassist may be your preferred remote assistance software.

Source: Software Advice
Helpful?   Yes   No
Read more
Jen Lewis

GoToAssist - Not Bad

2018-05-08

Pros

Nice to be on a call with others and share screens Nice that controls can be set as to who has permission to use mouse

Cons

Overall, other than that, it's pretty easy to use and there isn't anything really bad I can say about this software

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Read more
Julia Wills

Great tool to be able to connect computers with your customers to help them with technical issues.

2018-06-11

Easy tool for your customers to be able to connect to you with.

Pros

Also very easy for our employees to use.

Cons

I wish there was a recording option with this service. To be able to offer a recording to a customer so that they can remember how something was done would be great.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

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