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Vendor Citrix GoToAssist
Deployment
On-Premise No
Web-Based Yes. For both GoToAssist Express and GoToAssist Corporate.
Pricing
Details Not published.
Call Tracking & Request Management
Request Management Highlights Citrix GoToAssist can offer companies of all sizes a well-rounded, easy help desk product. Support professionals can effectively control a customer’s computer and move quickly to resolution—allowing them to both keep customers happy and quickly move on to the next issue. Users will see optimized resolution times and lower support costs, while their customers will enjoy a better customer experience.
Reporting
Custom & Pre-Built Reports? Yes. Both Pre-But & Custom reports
Real-Time Reporting N/A
Service Portals
Customer Self-Service N/A
Searchable Knowledge Database N/A
Service Level Agreement
Configure Escalation Levels N/A
SLA Configuration Highlights N/A
Knowledge Management
Knowledge Management Highlights N/A
Incident Management
Incident Classification N/A
Problem Management
Problem Management Functionality N/A
Change Management
Change Advisory Board N/A
Change Management Highlights N/A
Asset Management
Asset Management Details N/A
Integration
Asset Lifecycle N/A
CRM Yes
SMS (Short Message Service) Yes. Live chat available with both GoToAssist editions.
Telephony System Yes