Host an Attended Support Session

You can connect with customers who are at their computers through live attended support sessions. You can then take keyboard and mouse control of the customer's computer to provide technical support.

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Start an attended support session from the Remote Support web application

Start an attended support session from the GoToAssist Expert desktop application

To start an attended support session from the Remote Support web application

1. Log in at https://app.gotoassist.com.

2. Click the Start Attended Session option in the Remote Support drop-down menu or the Start a support session link in the Shortcuts menu.

3. The GoToAssist Expert desktop application will automatically begin downloading if you have Java installed. If you don't, click the Manually download the software link and follow the directions.

The GoToAssist Expert application will remain on your computer until you uninstall it, so the next time you start a support session you can do so from the GoToAssistExpert application.

4. A new support session and corresponding Support Key will be ready as soon as the application opens. Click New Session in the toolbar to generate another session and corresponding Support Key (you can be in up to 8 support sessions at a time from a PC).

Note: Support keys remain valid for up to 4 hours. You can only be in 1 support session at a time from a Mac.

5. Invite your customers and start screen sharing!

To start an attended support session from the GoToAssist Expert desktop application

Note: You must already have the GoToAssist Expert desktop application installed on your computer to use this method. If you do not, then start your support session from the Remote Support web application, and the next time you start an attended support session you can do some using this method.

1. Right-click the GoToAssist Expert icon in your system tray and select Start Support Session.

Note: If the icon does not appear in your system tray, find the application on your computer, open it and log in with your GoToAssist email and password when prompted.

2. A new support session and corresponding Support Key will be ready as soon as the GoToAssist Expert application opens. Click New Session in the toolbar to generate another session and corresponding Support Key (you can be in up to 8 support sessions at a time from a PC).

Note: Support keys remain valid for up to 4 hours. You can only be in 1 support session at a time from a Mac or from the GoToAssist app.

3. Invite your customers and start screen sharing!

| Views: 10327 | Last Updated: Mon, Apr 15 2013 12:01 PM

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