GoToAssist vs SupportBee : Which is Better?

GoToAssist icon

GoToAssist

GoToAssist is a cloud-based toolset for IT support teams and customer support organizations. Developed by Citrix Systems, Inc.

License: Commercial

Categories: Business & Commerce Network & Admin

Apps available for Windows Online Android iPhone Android Tablet

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SupportBee icon

SupportBee

SupportBee's email ticketing system helps your team collaborate on customer support emails. Developed by SupportBee

License: Commercial

Categories: Business & Commerce

Apps available for Online

GoToAssist VS SupportBee

SupportBee is focused on ticket management and knowledge base features, making it ideal for support teams that prioritize organized customer queries. In contrast, GoToAssist excels in real-time chat and remote access, making it better suited for teams needing immediate assistance and desktop support.

GoToAssist

Pros:

  • Effective real-time chat support
  • Excellent remote desktop access
  • Mobile app available
  • Custom branding options
  • Good security features
  • Supports screen sharing
  • File sharing capabilities
  • User roles and permissions management
  • Effective reporting and analytics
  • Integrates with various tools

Cons:

  • More expensive compared to alternatives
  • Less robust ticket management
  • Limited knowledge base features
  • Not as user-friendly as SupportBee
  • Requires a stable internet connection for remote access
  • Less effective for email support
  • Limited automation features
  • May not fit smaller teams
  • Less effective reporting tools
  • More complex setup process

SupportBee

Pros:

  • User-friendly interface
  • Great ticket management features
  • Strong knowledge base capabilities
  • Good automation tools
  • Effective reporting and analytics
  • Mobile app for on-the-go support
  • Customizable workflows
  • Excellent user feedback collection
  • Strong integration capabilities
  • Robust SLA management

Cons:

  • Lacks real-time chat support
  • No remote desktop access
  • Limited collaboration tools
  • Less focus on customization
  • No file sharing capabilities
  • Not suitable for very large teams
  • Limited social media support
  • Higher learning curve for some features
  • May require more integrations for full functionality
  • Limited SLA options

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