Features Overview - GoToAssist Remote Support

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Features Overview

This section describes the session features available to you with GoToAssist Remote Support. Some of these features can be accessed while you are in support sessions with the GoToAssist Expert desktop application using the technician's Viewer and menu, while other are available on the Remote Support web application once you log in at https://app.gotoassist.com.

Note: At this time the feature set for the Mac is limited. Please see descriptions of individual features for more information.

Topics in this article:

Remote Support web account

GoToAssist Expert desktop application

Remote Support web account

Remote Support's online web app features number tools and options for supporting customers, as well as the download links for the GoToAssist Expert and Customer applications. Users can log in to the web app at https://app.gotoassist.com.

Support Center

Once your customer portals are set up, customers can use them to submit support requests from their computers or iOS/Android devices. Technicians can then use the Support Center (Remote Support > Support Center) to manage and address those requests.

GoToAssist Expert desktop application

Technicians can download and install the GoToAssist Expert desktop application to host attended and unattended support sessions with customers from a Windows or Mac computer. Once installed, technicians can launch the application to open the GoToAssist Viewer, where they can see the customers screen and use the options in the Viewer toolbar to support customers.

iOS Configuration Profiles

Technicians can use Remote Support to store iOS and Android mobile configuration profiles (which allow technicians to pre-configure the settings that they want enabled/disabled on customers' devices) and send them to their customers. Technicians can use Remote Support's Profile Manager wizard to create mobile configuration profiles, or they can upload their own. They can then send the .mobileconfig files to their customers during customer-initiated support sessions.

Unattended Installer

The unattended installer is one of the methods available for setting up unattended access on remote computers. This method allows you to quickly install unattended access on computers that are in your network. The installer will automatically associate the computer with the correct company, but does not provide the option for specifying a nickname or storing a password. This method is ideal for computers that are part of your network, as you will likely be accessing them with Windows administrator credentials (i.e., you do not require the customer's password to log in).

Inventory

The Inventory provides a list of the computers that have been set up with unattended access. You can also view details about each device (including identification and classification), as well as sort devices into custom groups to further personalize your view and append additional information to your Unattended Support Computers. Click any device type or other asset category in the left pane to reveal a list of the corresponding assets in your network.

Reports

You can use session reports to view detailed descriptions about past support sessions within specified date ranges, as well as export them to .pdf, .xls or .csv files.

Session Recording

Administrators can choose to enable or disable session recording on an account-wide or per-company basis. When session recording is enabled, Remote Support automatically records all screen-sharing support sessions and stores them in the Remote Support module, where you can browse and download them for viewing within 90 days.

GoToAssist Expert desktop application

Remote Support's session features are available from the toolbar on the technician's Viewer (the window that opens when the GoToAssist Expert application launches). Using the Viewer, you can access the following features.

Session

Start a new attended support session, or join a collaborative session started by another technician. Attended support sessions are those in which a customer is at their computer and uses a support key to join the support session with the technician (i.e., the supported computer is "attended" by the customer).

Unattended Support

Access your list of Unattended Support Computers, start an unattended support session, or set up unattended access on a remote computer (during attended support sessions). Unattended support sessions are those in which technicians access a customer's computer while they are not present at it (i.e., the customer's computer is "unattended").

Screen Sharing

Control screen sharing, access zoom tools and use screen blanking on the remote computer. Screen sharing allows you to view your customer's desktop and control their mouse and keyboard remotely (they still retain priority control).

File Transfer

Exchange files with the customer and check the status of the file transfers. You can transfer files to and from a customer's Windows and Mac computer during attended and unattended support sessions.

Diagnostics

Run and save diagnostic reports of the remote computer or device, including a system summary, applications, services and process. You can run and save diagnostic reports during attended and unattended support sessions with Window, Mac and Android customers, which can help you troubleshoot technical problems.

Chat

Exchange chat messages with the customer. Chat is an instant messaging feature that enables you to communicate with your customer during attended support sessions.

Notes

Record notes during the session, which will then be included in generated session reports. The Notes feature allows you to capture any notes or thoughts that you may want to reference later during attended and unattended support sessions.

Service Desk
Link the support session with new or existing Service Desk incidents.

Tools

Use this option to access additional tools, including drawing tools, send the"Ctrl-Alt-Del" command, reboot and preferences.

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