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GotoAssist vs RapidAssist vs ?

We are currently evaluating remote control software for training/supporting our end users.

Does anybody have any experience comments on the above or know of any other solutions we should be looking at?

Chris Baker
Thursday, June 24, 2004

We looked at GotoAssist, but it was a but pricey for us. We have had 3 accounts through for over a year now, and it works well. We haven't had any firewall issues, the software is responsive and works well. The upside to GoToAssist is the install process on the end-user is much simpler.

Thursday, June 24, 2004

if (Win2000+)
    Programmatic Terminal Services integration?;

We use GotoAssist . . . works great. It's nice since it doesn't require any inbound listening ports (so, most firewalls are fine with it).

But, it seems like TS could surely be extended (or already is) to operate similarly? Can it?

One last comment: "Advertising trolls in 5, 4, 3, 2 . . . "

Thursday, June 24, 2004

Terminal Services and Remote Desktop is a much bigger, more difficult install and configure problem.  When a user has a problem we want to get in with a minimum of fuss, time and user intervention.  You can't beat just pointing them to a website.

For the past week or so we've been test driving both and found GoToAssist to be more solid.

We're working on trying to justify the cost and want to make sure we have considered all of the options for web based remoting.

Chris Baker
Thursday, June 24, 2004

Netmeeting.  It's installed on most user's PC's, you can share a desktop, and there's an active-x control so that you can embed the netmeeting application within a web page.
Thursday, June 24, 2004

Webex. It's not designed for this, but since we have it for meeting, we use it for remote assistance too.

Thursday, June 24, 2004

Just to close the loop here:

We decided to eat the cost and go with GoToAssist.  It seems a lot more solid, reliable and easy to configure than any of the other choices.

It was very important that it be easy to configure.  When a user has a problem, they are usually unhappy and not very excited about going through a complex configuration before we can help them.

With GoToAssist we can just point any user anywhere to a web site and we can have control of their machine in about 1 minute with only 2 clicks on their behalf.

Thanks for all of the input.

Chris Baker
Friday, July 2, 2004

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