What is GoToAssist and why do you need it?
GoToAssist is a remote support software that allows you to access and control devices from anywhere. Whether you need to assist your customers, employees, or colleagues with technical issues, GoToAssist can help you provide fast, secure, and reliable support.
With GoToAssist, you can:
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Control unattended computers
Use annotation tools
Control Mac & Windows devices
Provide customer-initiated support
Transfer files
Chat in-session
Use integrated service desk module
Use integration APIs
GoToAssist is ideal for IT professionals, technicians, MSPs, help desk agents, or anyone who needs to provide remote support. It can help you improve customer satisfaction, reduce costs, increase productivity, and streamline your operations.
How to download and install GoToAssist Expert Desktop Application
The GoToAssist Expert Desktop Application is the main software that you use to host support sessions and connect to your devices. You can download and install it on your Windows computer using one of the following methods:
Install instantly
in your web browser.
Enter your name and support key (if provided by your customer or administrator) and click Continue.
Click Yes, Grant, or Run to accept the download and launch the GoToAssist Expert Desktop Application.
Once the application is launched, you can start or join a support session.
Install via the Web App
Log in to your GoToAssist account at .
Click on the Settings icon in the left navigation menu.
Click on the Download button under the Expert Desktop Application section.
Save the GoToAssist_Expert.exe file to your computer and run it.
Follow the installation wizard to complete the installation.
Once the installation is finished, you can launch the GoToAssist Expert Desktop Application from your desktop or start menu.
How to use GoToAssist to provide remote support
Once you have downloaded and installed the GoToAssist Expert Desktop Application, you can use it to provide remote support to your customers, employees, or colleagues. Here are some of the main features and functions that you can use:
Start a support session
You can start a support session from either the web app or the desktop app. Here are the steps for each method:
From the web app:
Log in to your GoToAssist account at .
Click on the New Session button in the upper right corner.
Type in your customer's name and click Create Session.
You will see a session ID and a URL that you can share with your customer via email, phone, chat, or any other method.
Your customer can click on the URL or go to and enter the session ID to join the session.
You will see a notification when your customer has joined the session, and you can start providing remote support.
From the desktop app:
Launch the GoToAssist Expert Desktop Application from your desktop or start menu.
If prompted, log in with your GoToAssist credentials.
Select New Session from the toolbar.
Type in your customer's name and click Create Session.
You will see a session ID and a URL that you can share with your customer via email, phone, chat, or any other method.
Your customer can click on the URL or go to and enter the session ID to join the session.
You will see a notification when your customer has joined the session, and you can start providing remote support.
Control and view remote devices
To control and view remote devices, you need to use the GoToAssist Viewer. The GoToAssist Viewer is a window that shows you what your customer sees on their device, and allows you to control their device with your mouse and keyboard. You can also use various tools and features within the GoToAssist Viewer, such as:
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Annotate: You can use annotation tools to draw shapes, lines, arrows, text, or freehand on your customer's screen. This can help you highlight important information, guide your customer through steps, or troubleshoot issues. To use annotation tools, click on the Annotate button in the toolbar of the GoToAssist Viewer, and select the tool you want to use. To clear annotations, click on the Erase All button.
the GoToAssist Viewer, and select the files you want to transfer. You can also drag and drop files from your file explorer to the GoToAssist Viewer.
In-Session Chat: You can chat with your customer during the support session. This can help you communicate with your customer, ask questions, provide instructions, or share feedback. To chat with your customer, click on the Chat button in the toolbar of the GoToAssist Viewer, and type your message in the chat box. You can also send emoticons, screenshots, or web links.
Diagnostics: You can view diagnostic information about your customer's device, such as system information, processes, services, drivers, event logs, and performance data. This can help you identify and troubleshoot issues, optimize performance, or provide recommendations. To view diagnostic information, click on the Diagnostics button in the toolbar of the GoToAssist Viewer, and select the category you want to view.
Screen Sharing: You can share your screen with your customer during the support session. This can help you demonstrate how to use a feature, show an example, or provide training. To share your screen with your customer, click on the Share My Screen button in the toolbar of the GoToAssist Viewer, and select the screen or application you want to share. To stop sharing your screen, click on the Stop Sharing button.
Set up unattended access
Unattended access allows you to access and control devices without requiring your customer's presence or permission. This can help you provide support anytime, anywhere, or perform maintenance tasks remotely. You can set up unattended access on remote devices using one of the following methods:
Using the unattended installer:
Download the unattended installer from .
Run the installer on the device you want to access unattended.
Enter your GoToAssist credentials and click Login.
Select a group (if applicable) and a nickname for the device and click Install.
The device will be added to your Devices page in your GoToAssist account.
Using the web app:
Log in to your GoToAssist account at .
Click on the New Session button in the upper right corner.
Type in your customer's name and click Create Session.
You will see a session ID and a URL that you can share with your customer via email, phone, chat, or any other method.
Your customer can click on the URL or go to and enter the session ID to join the session.
You will see a notification when your customer has joined the session, and you can start providing remote support.
To set up unattended access on your customer's device, click on the Add Device button in the toolbar of the GoToAssist Viewer.
Select a group (if applicable) and a nickname for the device and click Add Device.
The device will be added to your Devices page in your GoToAssist account.
Record and report support sessions
You can record and report your support sessions using GoToAssist. This can help you review your sessions, improve your service quality, comply with regulations, or provide evidence of service delivery. Here are some of the features and functions that you can use:
Enable and disable session recording:
the Record button in the toolbar of the GoToAssist Viewer.
To disable session recording, go to , scroll down to Session Recording, and uncheck Enable session recording for all sessions by default. You can also disable session recording for individual sessions by clicking on the Stop Recording button in the toolbar of the GoToAssist Viewer.
View and download recorded sessions:
To view your recorded sessions, go to .
You will see a list of your recorded sessions with the date, time, duration, customer name, and session ID.
To play a recorded session, click on the Play icon next to the session you want to view.
To download a recorded session, click on the Download icon next to the session you want to save.
You can also filter, sort, or search your recorded sessions by using the options at the top of the page.
Generate and export session reports:
To generate session reports, go to .
You will see a summary of your session activity with the number of sessions, customers, devices, and hours.
To view more details about your sessions, click on the View Details button.
You will see a table with your session details, such as date, time, duration, customer name, device name, device group, session ID, and notes.
To export your session details, click on the Export button and select the format you want to use (CSV or PDF).
You can also filter, sort, or search your session details by using the options at the top of the page.
How much does GoToAssist cost and what are the alternatives?
If you are interested in using GoToAssist for your remote support needs, you might be wondering how much it costs and what are some of the alternatives. Here is a brief overview of the pricing plans and competitors of GoToAssist:
GoToAssist pricing plans
GoToAssist offers three pricing plans for different levels of support needs. You can choose between monthly or annual billing, and you can add or remove agents or endpoints as needed. Here are the pricing plans for GoToAssist:
PlanFeaturesEndpointsAgentsPrice per month (annual billing)
Solo-Unattended access-File transfer-Remote diagnostics-In-session chat-Screen sharing-Session recording-Session reporting-Service desk integration-API integration251$55
TeamAll features of Solo plan plus:-Multi-monitor support-Annotation tools-Customer-initiated support-Custom branding-Admin center-User management-Group management-Role management-Device management-Advanced reporting-Audit logs1003+$109 per agent
EnterpriseAll features of Team plan plus:-Single sign-on (SSO)-Active Directory sync-Advanced security settings-Custom terms of service-Dedicated customer success manager-Priority supportUnlimited10+Contact sales for quote
GoToAssist free trial and discounts
-support-software-free-trial/plan-selection/ and select the plan you want to try.
If you decide to buy GoToAssist, you can get discounts for annual billing or volume purchases. You can save up to 20% if you pay annually instead of monthly, and you can get lower prices per agent or endpoint if you buy more. To see the discounts available, go to and use the sliders to adjust the number of agents or endpoints you need.
GoToAssist alternatives and competitors
GoToAssist is not the only remote support software in the market. There are many other options that you can consider, depending on your budget, needs, and preferences. Here are some of the popular alternatives and competitors to GoToAssist:
TeamViewer: TeamViewer is a well-known remote support software that allows you to access and control devices across platforms and devices. It also offers features such as remote printing, file sharing, chat, video conferencing, augmented reality, and IoT support. TeamViewer has a free version for personal use, and paid plans starting from $49 per month for commercial use.
AnyDesk: AnyDesk is a fast and lightweight remote support software that uses a proprietary codec to ensure high-quality performance. It also offers features such as file transfer, chat, session recording, unattended access, and custom branding. AnyDesk has a free version for personal use, and paid plans starting from $10.99 per month for commercial use.
Zoho Assist: Zoho Assist is a cloud-based remote support software that integrates with other Zoho products and services. It also offers features such as file transfer, chat, voice and video call, session recording, multi-monitor support, and custom reports. Zoho Assist has a free version for up to 5 unattended devices, and paid plans starting from $8 per month for one technician.
ConnectWise ScreenConnect: ConnectWise ScreenConnect is a self-hosted remote support software that gives you full control over your data and security. It also offers features such as file transfer, chat, session recording, unattended access, custom branding, and integrations with third-party tools. ConnectWise ScreenConnect has a free trial for 14 days, and paid plans starting from $19 per month for one technician.
BeyondTrust Remote Support: BeyondTrust Remote Support is a secure and scalable remote support software that supports various platforms and devices. It also offers features such as file transfer, chat, session recording, unattended access, custom branding, advanced security settings, and integrations with service desk and CRM systems. BeyondTrust Remote Support has a free trial for 30 days, and paid plans based on your specific needs.
What are the pros and cons of GoToAssist?
Like any software, GoToAssist has its strengths and weaknesses. Here are some of the pros and cons of using GoToAssist based on user reviews and ratings:
Pros
Easy to use: Many users praise GoToAssist for its ease of use and intuitive interface. They say that it is simple to set up, start, join, and manage sessions, and that it works smoothly without glitches or errors.
Reliable and secure: Many users appreciate GoToAssist for its reliability and security. They say that it provides fast and stable connections, even with low bandwidth or poor network conditions. They also say that it offers high-level encryption, authentication, and compliance standards to protect their data and privacy.
and that it allows them to customize their settings, preferences, and features according to their needs. They also say that it offers various pricing plans and discounts to suit their budget.
Cons
Expensive: Some users complain that GoToAssist is expensive compared to other remote support software. They say that it charges per agent or endpoint, and that it does not offer a free version for commercial use. They also say that some features are only available in the higher-tier plans.
Limited support: Some users report that GoToAssist has limited support options and resources. They say that it does not have a phone or live chat support, and that it takes a long time to get a response from email or ticket support. They also say that it does not have a comprehensive knowledge base or community forum.
Compatibility issues: Some users encounter compatibility issues with GoToAssist. They say that it does not work well with some browsers, operating systems, or devices, and that it causes crashes, freezes, or errors. They also say that it does not integrate well with some third-party tools or services.
Conclusion
GoToAssist is a remote support software that allows you to access and control devices from anywhere. It offers various features and functions to help you provide fast, secure, and reliable support to your customers, employees, or colleagues. It also has different pricing plans and discounts to fit your needs and budget.
If you are looking for a remote support software that is easy to use, reliable, secure, versatile, and flexible, you might want to give GoToAssist a try. You can sign up for a free trial of any plan for 7 days, and see for yourself how GoToAssist can help you improve your service quality and efficiency.
If you have any questions or need more information about GoToAssist, you can contact their sales team at .
Thank you for reading this article. I hope you found it useful and informative.
FAQs
Here are some of the frequently asked questions about GoToAssist:
What are the system requirements for GoToAssist?
The system requirements for GoToAssist vary depending on whether you are using the web app or the desktop app, and whether you are an agent or a customer. You can find the detailed system requirements for GoToAssist at .
How secure is GoToAssist?
GoToAssist uses advanced encryption, authentication, and compliance standards to ensure the security and privacy of your data and sessions. You can find more information about the security features of GoToAssist at .
How can I cancel my GoToAssist subscription?
You can cancel your GoToAssist subscription at any time by logging in to your account at to cancel your subscription.
How can I get help with GoToAssist?
You can get help with GoToAssist by visiting their support center at , where you can submit a ticket or email your query.
How can I provide feedback or suggestions for GoToAssist?
You can provide feedback or suggestions for GoToAssist by visiting their community forum at , where you can post your ideas, comments, questions, or issues. You can also vote for other users' ideas, or reply to their posts.
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