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Updated on Published on September 6, 2021 in Reviews

GoToAssist vs TeamViewer

Author: Oliver Rieder
Oliver Rieder Article author

GoToAssist is a cloud-based remote support platform for IT and customer support teams. TeamViewer is one of the most recognized names in remote support, with broad OS coverage and a deep feature set across its paid tiers. GoToAssist’s free plan limits managed endpoints and feature access; its paid tiers are priced around endpoint counts. TeamViewer’s free tier is restricted to personal use, with documented restrictions on accounts where commercial activity is detected. Neither tool offers a free plan for business support without conditions.

HelpWire takes a different approach: attended and unattended sessions on its free plan, with no commercial-use detection and no endpoint limits on on-demand sessions.

Note:  If you’re comparing GoToAssist and TeamViewer specifically for day-to-day remote support, HelpWire is worth a look too. Neither competitor offers unrestricted business use without a subscription or usage limits, HelpWire does, on its free plan. Teams that don’t need GoToAssist’s ticketing and device management, or TeamViewer’s enterprise compliance certifications, get the core remote support workflow at no cost.

Overview

GoToAssist
by GoTo
4.5 (145)

GoTo Resolve (formerly GoToAssist) is a cloud-based remote desktop solution that was developed specifically to help IT and customer support teams.

With GoTo Resolve (formerly GoToAssist), users can send connection codes to team members or customers in need of assistance. These codes are entered via a website or link to initiate the remote desktop support session.

By running installers on remote devices, GoTo Resolve enables full access to unmanned devices and servers. Additionally, it’s beloved for its screen sharing and mouse/keyboard control capabilities, allowing for more efficient customer service and troubleshooting.

GoTo Resolve can create a session via desktop application or internet browser and is used almost exclusively by Windows operators (most GoTo Resolve features work on Mac, as well.) Thanks to the app, RA also lets users connect via iOS and Android devices.

TeamViewer
by TeamViewer GmbH
4.5 (3.590)

While an excellent software for IT departments, enterprise, and corporate-level organizations, TeamViewer provides a feature-packed free (non-commercial use only) version, too.

Supporting an array of operating systems and device types, TeamViewer is rich with features, offering some of the best security measures on the market.

TeamViewer users enjoy:

  • • Full-time access to remote servers and computers ;
  • • Easy management over multiple systems simultaneously ;
  • • Easy file sharing;
  • • Online meeting tools for up to 25 guests;
  • • VPN alternative.

Features

GoTo Resolve

GoTo Resolve allows IT and tech support teams to exceed their goals for efficiency and productivity. While tech support was once solely done over audio communication, GoTo Resolve enables support professionals to access customer machines and control the computer themselves.

Eliminating client and tech frustration, and greatly expediting fixes and customer satisfaction.

Moreover, if an issue arises that stretches beyond the current specialization of a support professional, they can invite additional specialists to assist or forward the issue to another technician entirely, without customers needing to wait in additional queue times, or call back.

GoTo Resolve also allows a single technician to help up to 8 individual customers at the same time. Conveniently, these features are available on mobile devices, ensuring efficiency is always within arm’s reach.

TeamViewer

TeamViewer, even at its most fundamental level, provides some of the most high-quality screen sharing and remote access tools on the market- but it’s so much more than that.

TeamViewer offers an array of features that enhance productivity and efficiency for remote-oriented organizations. It’s a reliable cross-platform software, allowing Windows users to access iOS or Mac OS devices, vice versa, and everything in between.

And just like GoTo Resolve, TeamViewer also allows multiple users to join the same session simultaneously, expediting problem-solving and customer satisfaction.

TeamViewer also provides user-friendly file-sharing capabilities. All users need to do is connect via “File Transfer” and follow the prompts!

Combining these features with TeamViewer’s range of IoT and network compatibility, users experience flexible and simplified management over devices sharing the network.

Features TeamViewer GoToAssist
File Transferring
Session Recording
Audio Support Capabilities
Session Transferring
Remote Printing
USB Sharing
Real-Time Chat
Mobile Access

Interface Comparison

We put GoTo Resolve and TeamViewer to a series of tests, and after a thorough examination, both options passed with flying colors. Both tools provide powerful remote server and mobile device connectivity, and offer exceptionally smooth image scaling (images being accessed remotely.)

GoTo Resolve

TeamViewer Version 15.80.4

Operating System

You can use both of these tools with all popular operating systems. Bomgar and TeamViewer support a wide variety of platforms for establishing remote access.

GoTo Resolve and TeamViewer support all major operating systems, allowing for flexibility and efficiency for many support teams.

Operating System TeamViewer GoToAssist
Windows
macOS
Linux
Android
iOS & iPadOS
Chrome OS
RaspberryPi

Pros And Cons

See below for an outline of GoTo Resolve and TeamViewer’s advantages and disadvantages. Use the info shared in this article to draw comparisons with competitors like GoToMyPC and LogMeIn.

TeamViewer

Pros

  • Free version (non-commercial-use only)
  • Simple and easy interface
  • Fast connection speeds
  • Windows, Mac, Linux, Chrome OS, Android, iOS and Blackberry OS support
  • Features work on both Windows and Mac OS
  • Powerful security measures (256-bit AES encryption and two-factor authentication)

Cons

  • Can’t view more than one remote system at a time
  • Additional costs for mobile access

GoTo Resolve

Pros

  • User-friendly
  • Web-based
  • Windows, Mac, Android, iOS, and Chrome OS support
  • Remote reboot capabilities
  • File transferring
  • Remote access and control
  • Can switch between multiple screens

Cons

  • Outdated UI
  • Safari and Firefox support is unreliable/troublesome
  • Reported connection failures

Pricing

GoTo Resolve and TeamViewer offer a variety of pricing options to accommodate many user needs, making it easy to compare their value against competitor costs (like Microsoft RDP and GoToMyPC).

GoTo Resolve

There are 4 different plans available for GoToResolve – Free, Standard, Premium, and Remote Support. The first three are intended for remote monitoring and automation in addition to remote access, while the features in the Remote Support plan are focused on remote access and the other aspects of the service are restricted.

The plans also provide a limited amount of Pro devices that allow remote execution, updates, and unattended access, but only if the selected plan includes the function. Devices can be switched to Lite to free up some of the capacity, although this action is limited.

The Free plan doesn’t cost anything and lets 3 users work with it. The max amount of Pro devices is 5, while Lites are unlimited. This plan doesn’t allow users to blank out the screen of the controlled device or disable screen recording, which makes it unsuitable for uses that require privacy.

The Standard plan costs $684 per year, only permits 1 technician (agent), and includes 25 Pro devices. It adds team-focused functionality, such as letting agents share their screens with each other or manage tickets.

The cost of the Premium plan is individual and needs to be discussed with GoTo Sales. It supports 3 users and 100 Pro devices, and mainly adds Pro-related features, such as remote application updates.

The Remote Support plan costs $480 per year and can be used by 1 person. It’s cheaper than Standard, but does not include most of the Remote Monitoring or Asset Management features, and thus

TeamViewer

TeamViewer provides a free version of its remote desktop software and a 14-day free trial, along with add-ons and third-party integrations

TeamViewer pricing: plans for single users

For single users, you can choose between the two single-license plans: TeamViewer Remote Access and TeamViewer Business.

Available at $24.90 per month, TeamViewer Remote Access provides you with one license, one simultaneous connection/channel, and three monitored devices. Additionally, the number of devices you can connect to the system platform is limitless.

On the other hand, TeamViewer Business — which is worth $50.90 per month — lets you use up to 200 managed devices. You can also add up to 10 people to meeting sessions and contact tech support by phone.

TeamViewer pricing: plans for teams

Teams are also given two options: TeamViewer Premium and TeamViewer Corporate.

Priced at $112.90 per month, the TeamViewer Premium package includes one concurrent connection, an outgoing connection report, and 15 licenses. You can also use up to 300 monitored devices, plus the number of devices you can connect is unlimited.

Meanwhile, TeamViewer Corporate — which costs $229.90 per month — will give you unlimited connections (from and to devices), 30 licenses, and 500 managed devices. You will also receive reports of ongoing and outgoing connections.

TeamViewer pricing: plans for enterprises

TeamViewer’s Enterprise plan has no confirmed rate. As mentioned above, you are required to reach out to the sales team to get a quote for your business. For this option, however, you can personalize the license, which comes with enterprise-level features.

TeamViewer pricing: plans for customer engagement

In addition to the five paid plans discussed above, TeamViewer also offers two additional plans for TeamViewer Engage.

TeamViewer Engage is a customer engagement platform that assists businesses with their online sales, virtual customer service, and video appointments.

There are two choices available: the Lite plan, worth $29.90 per month and the Pro plan costing $59.90 per month.
Pricing plans TeamViewer GoTo Resolve
Free Version
Free Trial 14-Day Free Trial
Level 1 $24.90/month $59/month
Level 2 $50.90/month $203/month
Level 3 $112.90/month N/A
Level 4 $229.90/month N/A
Level 5 Custom pricing

HelpWire: LogMeIn Resolve and TeamViewer Alternative

HelpWire is a remote support tool for IT teams and solo technicians. GoToAssist’s free plan covers a limited number of endpoints with basic features. TeamViewer’s free tier is non-commercial only, and restricts or suspends free sessions on accounts where it detects suspected commercial use. HelpWire’s free plan covers business support with no commercial-use detection and no endpoint caps on on-demand sessions.

Key Features:

  • Free Plan Covers Business Use Without Detection or Endpoint Caps.
    GoToAssist's free plan restricts feature access and limits managed endpoints. TeamViewer restricts or suspends free sessions on accounts where it detects suspected commercial use. HelpWire's free plan covers business support with no commercial-use detection and no device limits on on-demand sessions.
  • Link-Based Session Start.
    GoToAssist requires the client to download and run an application for attended sessions. TeamViewer uses an ID and password, or account-based access depending on the workflow. HelpWire sends clients a connection link. They click it, run the app, and approve the connection. No ID, no account required on the client side.
  • Automatic Client Updates.
    Older or incompatible TeamViewer versions can occasionally block connections until the affected applications are updated. HelpWire checks for client updates daily and applies them between sessions, reducing version-related connection problems.

Conclusion

GoToAssist is a good option for IT teams running unified support and endpoint management. Paid tiers scale by endpoint count and cover ticketing, device monitoring, and RMM. The free plan is available for business use, with limits on feature access and managed endpoints.

TeamViewer is a better fit for organizations needing the widest OS and mobile coverage with enterprise integrations. The free tier is restricted to personal use, with documented commercial-use enforcement. Paid plans are the more expensive of the two.

HelpWire covers the gap between them for teams needing free, unrestricted business support sessions without endpoint management complexity. It runs natively on Windows, macOS, and Linux, with link-based session start and no commercial-use detection.

Tags:
Comparison, GoToAssist, TeamViewer