GoToAssist

Who Uses GoToAssist?

GoToAssist is a platform for small to medium sized businesses, providing faster, frictionless connections for IT support for customers and employees.

What Is GoToAssist?

GoToAssist is back and better than ever. Keep customers and remote employees on the move with a remote support experience thats better for both agents and end users alike. With GoToAssist, its easier to resolve issues fast without frustration, to get customers and employees back to doing what matters. Features include both browser and desktop app, file transfer, remote diagnostics, multi-monitor navigation, multi-session support, and integrations with apps like Slack.

GoToAssist Details

LogMeIn

http://www.logmein.com

Founded 2003

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Starting price

US$69,00
US$42,00/year
US$5 500,00/one-time
US$15,00/month

Free Version

Free Version No
Free Version No
Free Version No
Free Version No

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial No
Free Trial Yes

GoToAssist deployment and support

Support

  • Email/Help Desk
  • Knowledge Base
  • Phone Support

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

GoToAssist Features

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

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  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
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  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
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  • Surveys & Feedback
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  • Workflow Management

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  • Asset Management
  • Asset Tracking
  • Audit Management
  • Availability Management
  • CRM
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Project Management
  • Release Management
  • Reporting & Statistics
  • Role-Based Permissions
  • Self Service Portal
  • Service Catalog
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  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Workflow Management

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  • Calendar Sync
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  • Contact Management
  • Customer Database
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  • Customer Surveys
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  • Customizable Templates
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  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • FAQ
  • Forecasting
  • Interaction Tracking
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Live Chat
  • Opportunity Management
  • Performance Metrics
  • Pipeline Management
  • Reminders
  • Reporting & Statistics
  • Request Escalation
  • Routing
  • Sales Forecasting
  • Sales Reports
  • Sales Trend Analysis
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  • Self Service Portal
  • Social Media Integration
  • Task Management
  • Third Party Integrations
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  • Workflow Management
  • XML / RSS

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  • Communication Management
  • Compliance Management
  • Customizable Branding
  • Customizable Reports
  • Diagnostic Tools
  • File Sharing
  • File Transfer
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Metrics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Update / Installation
  • Reporting & Statistics
  • Reporting/Analytics
  • SSL Security
  • Screen Sharing
  • Secure Login
  • Self Service Portal
  • Server Monitoring
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Summary Reports
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integrations
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Unattended Access
  • User Management
  • Video Conferencing
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  • Workflow Management

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GoToAssist Reviews

Read all reviews

Overall rating

4,5/5

Average score

Ease of Use 4,5
Customer Service 4,3
Features 4,4
Value for Money 4,2

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Shae J.
Shae J.
Human Resources Director
Computer Software, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/12/12

"Premier Desktop Remote-in Application"

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.

  • Reviewer Source 
  • Reviewed on 2018/12/12
David P.
IT Server Support Specialist
Telecommunications, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/01/07

"Best remote support app"

Comments: 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

  • Reviewer Source 
  • Reviewed on 2020/01/07
Chandra S.
Chandra S.
Manager
Insurance, 5 001-10 000 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/07/26

"Will definitely assist"

Comments: GoToAssist is a great product for menial tasks. It does what I needed it for, but nothing extra.

Pros: I like that this program allows my help desk technicians to use remote capabilities when assisting their caller. This prevents frustration with the caller and allows efficient resolution..

Cons: This program tends to have slow connection and can take a while when uploading or transferring files.

  • Reviewer Source 
  • Reviewed on 2021/07/26
Steve B.
VP of Sales
Computer Software, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 2018/06/15

"We have been using GoToAssist for many years."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2018/06/15
Benjamin T.
Technical Support Engineer
Media Production, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/06/30

"Remote Assistance Tool with the most features"

Comments: Remote sessions have been crucial for us as an IT team. I typically like to use GoToAssist over other options I have available because most of the time it just works great. On the times that I try to use another product, as often as not, I end up telling the user to hold on while I switch the session over to GoToAssist. It's been extremely valuable during the pandemic when all of the end-user help I do is remote.

Pros: Whether during normal times or pandemic times, our IT department has to do a lot of remote sessions to help our end users. I've used a number of other products for this but GoToAssist has the most features and consistently works the best. The fact that you can easily hop on with someone that has the agent installed or direct them to a site to download it if they don't is great. The fact that you can work with a user and the session will almost always stay connected, even if the machine is rebooted, is crucial when you're working in an IT capacity. There are very few limitations when it comes to being able to control everything whereas many other products won't let you control many of the system components of Windows. I also love features like changing between multiple screens the user may have and file transferring.

Cons: The agent doesn't always install properly and it can be a little difficult to push out to many users sometimes. Recently there have been some issues with devices duplicating in the console for seemingly no reason.

  • Reviewer Source 
  • Reviewed on 2021/06/30