RescueAssist

RescueAssist

Remote support software

4.5/5 (113 reviews)

RescueAssist Overview

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
US$69,00
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, United Kingdom, United States

Supported Languages

English, French, German

RescueAssist Reviews

Overall rating
4.5/5
94% positive reviews
63
Excellent
43
Very good
6
Average
0
Poor
1
Terrible
Joe T.

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

Used Daily for 2+ years
Reviewed on 2017/08/15
Review Source: Capterra

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. No bloat at all, the servie runs nicely on the remote user's PC or Mac, and I'm easily able to support and help the user with their problem. The product doesn't get in the way, and that's the best part.

Pros

There are many remote support tools, but GoToAssist is the simplest of all the tools. There's no bloatware, like other 'team viewing' software, there's just a simple installer for both agent and user. The usability makes it something that I can use every single day, as well as all of my team too. I've never had a disconnection based on the software, only on the user's connection speed being an issue. The best part is that it's almost completely seamless with yoursupport business.

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. It's the little things, but there's not much to complain about with GoToAssist.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Yagneshkumar P.

Great Supporting tool via remote

Used Daily for 6-12 months
Reviewed on 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
Customer Support

Likelihood to recommend

9.0/10

GoTo the Rescue!

Used Daily for 2+ years
Reviewed on 2019/01/07
Review Source: Capterra

It makes remote access and support so easy, that it really comes down to being the most important software in my business. Without RescueAssist, I wouldn't be able to do my job sufficiently, and this just makes it that much easier.

Pros

The ease of use it what truly makes this a must have software for any remote support. Being able to have a single exe file to load on the fly, provide a session code and then have full remote control for support is what keeps my customers happy. Without a reliable, easy to use software like RescueAssist, I wouldn't have a job.

Cons

With the newest OSX, unfortunately the user has to go into their security preferences and allow control of their computer. By default this is disabled so the first time the user will have to unlock the security settings and enable it.

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Shae J.

Premier Desktop Remote-in Application

Used Daily for 2+ years
Reviewed on 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

Likelihood to recommend

10.0/10
Francis P.

GoToAssist Review

Used Daily for 2+ years
Reviewed on 2018/06/27
Review Source: SoftwareAdvice

GoToAssist by Citrix is a cloud-based remote support and mobile device support solution. The service is easy to set up, and fast and comfortable to use; anyone with some troubleshooting skills can provide assistance in minutes. It's an excellent solution for companies looking for inexpensive remote IT support.

Pros

This software product has a easy to use GUI. It allows to connect to remote devices. It also allows to do screen sharing and remote control the devices. Moreover, it also allows to share or transfer files. It is very intuitive and cloud based application. There is also recording feature included in this product.

Cons

It is not a cheap software. It is a subscription based application. It could be difficult for non-computer savvy or normal average users.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

RescueAssist Pricing

Starting from
US$69,00
Pricing options
Free Trial
Subscription
Value for money

$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

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

Additional information for RescueAssist

Key features of RescueAssist

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

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.

  • RescueAssist FAQs

    Below are some frequently asked questions for RescueAssist.

    Q. What type of pricing plans does RescueAssist offer?

    RescueAssist offers the following pricing plans:

    Starting from: US$69,00

    Pricing model: Subscription

    Free Trial: Available

    $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

    Q. What are the main features of RescueAssist?

    RescueAssist offers the following features:

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

    Q. Who are the typical users of RescueAssist?

    RescueAssist has the following typical customers:

    Mid Size Business, Small Business

    Q. What languages does RescueAssist support?

    RescueAssist supports the following languages:

    English, French, German

    Q. What type of pricing plans does RescueAssist offer?

    RescueAssist has the following pricing plans:

    Subscription

    Q. Does RescueAssist support mobile devices?

    RescueAssist supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does RescueAssist integrate with?

    RescueAssist integrates with the following applications:

    APIANT, Alloy Navigator, Atera, Lead Guerrilla, Mautic, ProjectManager.com, SolarWinds Service Desk, Vision Helpdesk, Vivocha, Zendesk

    Q. What level of support does RescueAssist offer?

    RescueAssist offers the following support options:

    Knowledge Base, Online Support, Phone Support