GoToAssist

Remote support software

4,5 /5 (127 reviews) Write a Review!

GoToAssist Overview

What is GoToAssist?

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.

GoToAssist 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, GoToAssist offers session reporting and session recording to track time spent on tasks and keep audit trails.

GoToAssist Overview

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


GoToAssist Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia
Supported Languages
English, French, German

Media

GoToAssist run diagnostics
GoToAssist chat box
GoToAssist screen sharing
GoToAssist invite customers
GoToAssist remote support
Remote support with GoToAssist
Volume report in GoToAssist
System summary reports for GoToAssist
GoToAssist video GoToAssist screenshot: GoToAssist run diagnostics GoToAssist screenshot: GoToAssist chat box GoToAssist screenshot: GoToAssist screen sharing GoToAssist screenshot: GoToAssist invite customers GoToAssist screenshot: GoToAssist remote support GoToAssist screenshot: Remote support with GoToAssist GoToAssist screenshot: Volume report in GoToAssist GoToAssist screenshot: System summary reports for GoToAssist

GoToAssist Reviews

GoToAssist Reviews

Overall rating
4,5
/
5
Excellent
72

Very good
46

Average
7

Poor
1

Terrible
1

Value for Money
4,2
Features
4,4
Ease of Use
4,5
Customer Support
4,2
93% recommended this app
Shae J.

Premier Desktop Remote-in Application


David P.

Best remote support app

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.


Seth S.

GoToAssit Great Tool, Expensive


Steve B.

We have been using GoToAssist for many years.

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


Yagneshkumar P.

Great Supporting tool via remote

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


Shae J.
Industry: Computer Software
Company size: 51-200 Employees

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

David P.
Industry: Telecommunications
Company size: 1 001-5 000 Employees

Best remote support app

Used Daily for 2+ years
Reviewed on 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

Likelihood to recommend: 10.0/10

Seth S.
Industry: Construction
Company size: 1 001-5 000 Employees

GoToAssit Great Tool, Expensive

Used Daily for 2+ years
Reviewed on 2020/10/13
Review Source: Capterra

Pros

It's ease of user was great, I really enjoyed using it.

Cons

It was very expensive. when they raised our bill for a consecutive year in a row it was time to leave.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Steve B.
Industry: Computer Software
Company size: 11-50 Employees

We have been using GoToAssist for many years.

Used Daily for 2+ years
Reviewed on 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
Customer Support

Likelihood to recommend: 6.0/10

Yagneshkumar P.
Industry: Hospitality
Company size: 51-200 Employees

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

User recommendation
8,8/10
Based on 127 user ratings
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GoToAssist Pricing

GoToAssist Pricing

Starting from
US$69,00
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

$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

Value for Money
4,2/5
Based on 127 user ratings
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GoToAssist Features

GoToAssist Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,4/5
Based on 127 user ratings
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Categories

Additional information for GoToAssist

Additional information for GoToAssist

Key features of GoToAssist

  • 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 GoToAssist 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.

  • GoToAssist FAQs

    GoToAssist FAQs

    Below are some frequently asked questions for GoToAssist.

    Q. What type of pricing plans does GoToAssist offer?

    GoToAssist 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 GoToAssist?

    GoToAssist 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 GoToAssist?

    GoToAssist has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does GoToAssist support?

    GoToAssist supports the following languages:

    English, French, German

    Q. What type of pricing plans does GoToAssist offer?

    GoToAssist has the following pricing plans:

    Subscription

    Q. Does GoToAssist support mobile devices?

    GoToAssist supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does GoToAssist integrate with?

    GoToAssist 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 GoToAssist offer?

    GoToAssist offers the following support options:

    Knowledge Base, Online Support, Phone Support