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ServiceNow vs GoToAssist Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

GoToAssist is a remote support software that offers solutions for both SMBs as well as enterprises looking to provide advanced...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

69

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.5

5

4

3

2

1

42

33

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

5

4

3

2

1

79

52

7

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.

AR

Anonymous Reviewer

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Miguel S.

Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

SM

Shannon M.

Pros

The best features are the ability to obtain diagnostic information on the host machine with the click of a button and the ability to have other support team members join a session.

AR

Anonymous Reviewer

I used this software for years and have seen it through many different variations but it definitely remains my favourite. Its ease of use and complex features are made functional and fun to use.

Tracey M.

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

TY

Tom Y.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

ED

Edrick D.

Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.

AR

Anonymous Reviewer

Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Ewan H.

Cons

The fact that it keeps running in the background is quite insecure, no wonder why a lot of scammers use it.

AR

Anonymous Reviewer

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

DP

David P.

Getting people with no internet or very low internet experience can be stressful.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last review17 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features98
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Availability Indicator
  • Availability Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customizable Branding
  • Customizable Questions
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop
  • Email Management
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • File Sharing
  • File Transfer
  • Graphical Workflow Editor
  • Heatmaps
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Multi-Channel Communication
  • Multiple Projects
  • Multiple User Accounts
  • Network Monitoring
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Rules-Based Workflow
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Two-Factor Authentication
  • Vendor Management
  • Version Control
  • Workflow Configuration
  • Workflow Management
  • Total features47
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Availability Indicator
  • Availability Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customizable Branding
  • Customizable Questions
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop
  • Email Management
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • File Sharing
  • File Transfer
  • Graphical Workflow Editor
  • Heatmaps
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Multi-Channel Communication
  • Multiple Projects
  • Multiple User Accounts
  • Network Monitoring
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Rules-Based Workflow
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Two-Factor Authentication
  • Vendor Management
  • Version Control
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations269
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations13
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk