Looking for a Citrix® GoToAssist™ Alternative?

Comparing remote support software products can be challenging. That’s why we’ve made a free Comparison Guide to help you compare Bomgar to other products, such as GoToAssist. The Comparison Guide covers the critical areas you need to cover when picking a remote support software tool.

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Which Version Are You Evaluating?

GoToAssist vs. GoToAssist Corporate
Distinguish between GoToAssist and GoToAssist Corporate when comparing

When comparing Bomgar to GoToAssist, it’s important to distinguish which version you’re evaluating. GoToAssist is available in two versions: GoToAssist and GoToAssist Corporate. In general, GoToAssist is designed for smaller support organizations and offers more advanced platform support, while GoToAssist Corporate is designed for larger IT services companies and enables more rep-to-rep collaboration.

The two versions are not integrated with each other. They also have different features, different modules, and different integration capabilities. These variables make it important to distinguish  between the two when comparing.

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Compare the Deployment Model

Remote support software can touch every computer, server and smartphone in your organization. The potential for transferring sensitive data is very high.

Citrix GoToAssist is only available as a software-as-a-service solution. That means your sensitive data (ex., LDAP credentials) are routed through Citrix Online servers. In some cases, the customer portal fastsupport.com.

Bomgar’s single-instance, on-premises deployment makes possible a higher level of security, making it easier to achieve compliance, create integrations and manage costs over time.

For security reasons, I knew I wanted a remote support solution that was not cloud-based. Having the Bomgar appliance on-premise has proven to be an important feature because the FBI CJIS rules have increased requirements for secure communications. Similarly, we have to meet HIPAA requirements for our health department.
Greg Adams, IT Systems Administrator
Wilkes County, North Carolina

Does the Software Support Your Operating System?

Default and Custom Special Actions
Accessing special actions for Windows from an iPad rep console

Windows Support

GoToAssist works well with Windows on both side of the support session.

Mac Support

While technicians can use GoToAssist Corporate to support remote Mac desktops, they must connect from a PC. That means your Mac experts are working from Windows.

Linux Support

GoToAssist Corporate includes chat support for Linux, but little else. No remote desktop support for Linux is available from either version.

iPad, iPhone, Android and Other Devices

If you want to support iPhones, iPads, Android and other mobile devices, you'll need both versions of the software. Limited support for iOS and Android is available. You'll need the Corporate version to support BlackBerry devices.

Also, the Corporate version does not have mobile representative consoles that enable support from mobile devices.

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Flinders University performed an on-site test of Bomgar along with Citrix GoToAssist Corporate and LogMeIn Rescue and concluded: "Bomgar stood out as the one solution that met all of our requirements."
Steve Trickey, IT Client Services Manager, Flinders University

You Can Support All Your Platforms and Devices with Bomgar

Cross Platform Remote Support Software

By contrast, Bomgar enables remote support for Windows, Mac, Linux, iOS, Android devices, BlackBerry devices and Windows Mobile phones.

And Bomgar is committed to letting support technicians connect from their preferred platform. Linux experts can connect from Linux. Mac aficionados, from Mac.

Plus, Bomgar was the first to create mobile apps that let reps engage in remote support from their Android or iOS devices.

All supported platforms are included in the core product.

Bomgar Mobile Support Compatibility Comparison Chart
Bomgar Mobile Support Compatibility Comparison Chart

What Are Your Remote Support Secure Requirements?

While a SaaS architecture may be convenient, customers do need to be aware of the inherent risks involved in routing sensitive data through third party servers.

Because Bomgar resides behind your firewall, it keeps all of your data under your control and enables you to ensure regulatory compliance. Bomgar logs and records every session. All session data is guarded by SSL encryption.

Bomgar resides in your network, under the security measures you already have in place. After most support sessions, Bomgar uninstalls, leaving no footprint on the remote desktop.

With Bomgar, remote support, chat support, unattended remote access, online meetings, mobile device support, vendor access management and all the supported platforms are all included in the core product at no additional charge.

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Citrix GoToAssist didn’t offer the level of security Sorbis and Payment Card Industry Data Security Standard (PCI-DSS) require.
Gene August, CEO Sorbis Corp.

What Service Desk or CRM Integrations Do You Need?

BMC Dell KACE Cherwell Hornbill HP Salesforce ServiceNow
Bomgar's integration features allow PlumChoice support reps to use existing tool­sets across multiple operating systems. With these integrated tools, support agents are able to fix problems on the first call 92% of the time.
Rich Surace, Senior VP of Operations, PlumChoice

GoToAssist has an API, and customers may add the GoToAssist Service Desk or GoToAssist Monitoring modules for a monthly fee. The Corporate version has an API and integrates with Salesforce.com.

But most enterprise support organizations already have service desk, ITSM, and CRM solutions in place. That’s why Bomgar integrates with a number of the leading systems management, service desk, and CRM tools.

You can use Bomgar with Autotask, BMC, Dell KACE, Cherwell, Hornbill, HP, TOPdesk, Microsoft Dynamics CRM, Salesforce, ServiceNow, and SunView ChangeGear. You can even create custom ITSM integrations with your proprietary solutions.

We did a point-by-point comparison of GoToAssist and Bomgar, and Bomgar performed extremely well. It provides equivalent functionality in every way, and it is a much better value proposition.
Clarence White, CIO, Salvation Army, USA West Region
http://bmgr.co/x-army

Free Guide to Comparing Remote Support Tools

Use this Comparison Matrix to start evaluating remote support tools

We've done a lot of the work for you. This free comparison matrix covers the critical areas you need to cover when picking a remote support software tool.

  • Collaboration
  • Environment
  • Integration
  • Licensing
  • Manageability
  • Platform support
  • Security
  • Session initiation methods
  • Toolset 
  • ... and more! 

Use This Free Comparison Guide to Help You Compare GoToAssist vs. Bomgar

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