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.
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.
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.
GoToAssist works well with Windows on both side of the support session.
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.
GoToAssist Corporate includes chat support for Linux, but little else. No remote desktop support for Linux is available from either version.
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.
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.
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.
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'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.