CNET Editors' note: The Download Now link will direct you to a form on the developer's site that you must fill out before downloading the file.
CNET Editors' review
GoToAssist offers excellent IT support tools that are perfect for small businesses. The free version is a 30-day, full-featured trial if you provide your credit card information and a 14-day modified version trial if you do not provide your credit card information.
GoToAssist consists of three fundamental IT support tools -- remote support, service desk, and monitoring. For the most part, the program works via the Internet, although in order to pull information from devices connected to your network you need to install a satellite program onto each networked machine or mobile device. Installation is quick and easy, but learning the myriad features requires a little time and effort. Luckily, the developer provides the user with video tutorials, a knowledge base, Help pages, and a free chat service if they have questions or problems with the software. You are able to choose the number of support staff when you sign up for the service. You can also choose and set up tools based on the services you provide and devices you have. Upon install, you can immediately give live support to your customers if they can access their device and share their screen. You may also install the unattended computer satellite program so that you can work on problems even if your client is not attending their devices. In addition, the program offers mobile device remote support, which means that you can deliver support to users with mobile devices as well as deliver remote support from your own Android and iOS mobile devices.
As a useful tool, GoToAssist helps any small or large business with a significant client base. After the trial period is over, the cost at approximately $69 a month per technician is not only affordable, but also well worth it. With all of the technical support offered, even a novice can navigate this application.
Editors' note: This is a review of the trial version of GoToAssist 1.6 build 402.
From Citrix Online:
Citrix GoToAssist delivers 3 essential IT support tools in one easy-to-use cloud-based platform. Provide fantastic support for your customers and clients - no matter where they are or what device they're using. -With GoToAssist Remote Support, your team can assist PC, Mac and mobile device users. -Use GoToAssist Service Desk to easily log and track incidents, deliver end-user self-service and manage configurations; -With GoToAssist Monitoring, you can manage and inventory IT networks, servers and services. Choose the solution that's right for your business - use one tool, two or all three for seamless ease and efficiency. Elevate your users' support experience and beat the competition.
What's new in this version: This newest release includes a number of product improvements, including the ability to transfer files to Mac computers and access those machines when they are unattended. IT technicians can now also transfer their support session to other technicians and use Wake On-LAN to attempt to wake up sleeping (PCs and Macs) or powered-off PCs.
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All versions:4.6 stars
out of 8 votes
Current version:5.0 stars
out of 1 votes
My rating:Write review
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"Great for consultants, IT shops, and tech support"
Version: GoToAssist Service Desk 1.6 build 402
Connect quickly with anyone
Set up unattended support easily, like GoToMyPC
Excellent implementation of security
Use either a PC-based or Web-based dashboard
Deep set of diagnostics for the far computers
Support for multiple monitors
Easy file transfer
Support for both PC and Mac at either end
Copy and paste from the far computer but not to it
Citrix Online has amped up the feature set and interface for GoToAssist.
Especially important is the ability to start a screen-sharing session with anyone on the fly. Then, if you need to provide additional support later on, you can setup Unattended Support. That allows you to login to the computer whether or not the user is present.
Unattended Support is great both for after-hours work on a far computer and for providing immediate tech support. You can phone the user and initiate the support session without the user having to lift a finger.
The Diagnostics feature of GoToAssist is big time-saver. Once connected you can instantly see and save the following information about your customer's computer:
o System Summary: OS, RAM, processor, system name, user name
o Startup Programs
o Logical Drives
o Network Connections
o Installed Apps
I like the option to see your list of customer computers either in the GoToAssist application on your computer or on a Web page. From these dashboards you can connect to multiple computers at once, switching easily between sessions.
Screen-sharing options allow you to deal with multiple monitors on the far end and also switch to sharing your screen with your customer or colleague to demonstrate or explain something.
Obviously security is extremely important when customers give you access to their computers. Citrix is a big, trustworthy company with a track record for providing strong security. Access to your dashboard is protected by your password.
To access customer computers, the customer must either approve your connection or give you unattended access by entering their computer password. They don't have to reveal that password to you in order to give you unattended access rights. If the customer's screen locks during an unattended session, you can send Ctrl-Alt-Del and click Login without needing to know the password.
The design and feature set of GoToAssist show that Citrix has paid attention to what we need when providing remote support.
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