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 agent's Viewer and menu, while other are available on the Remote Support web application once you log in at http://up.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 http://up.gotoassist.com.

GoToAssist Expert desktop application

Agents can download and install the GoToAssist Expert desktop application for Windows or Mac to host attended and unattended support sessions with customers on their computer. Once installed, agents can launch the application to see the GoToAssist Viewer , where they can see the customer's screen and use the options in the Viewer toolbar to support customers.

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 (i.e., device group), but does not provide the option for specifying a nickname (as it uses the computer name) or storing a password. It is recommended that the customer is physically present at the computer during the setup process.

Inventory

Your Devices page is a comprehensive listing of the Unattended Support Computers on your account (i.e., those with unattended access configured, also referred to as devices). The Remote Support module displays all devices listed under the currently selected device group. You can either view a single device group at a time, or view all devices within your assigned device groups.

The Devices page allows you to view details about each device, including the assigned device group, operating system, version of GoToAssist Customer installed, DNS name, IP address, and MAC address.

Reports

You can use session reports to view detailed descriptions about past support sessions within specified date ranges, as well as export them to .HTML, .PDF, .XLS, or .CSV files.

Session Recording

When session recording is enabled by an admin (i.e., on an account-wide or per-device group basis), all screen-sharing support sessions are automatically recorded and stored on the Recordings page. You can browse recorded support sessions that occurred for all remote support agents within your assigned device group(s), and download them for viewing within 90 days.

GoToAssist Expert desktop application

Remote Support's session features are available from the toolbar on the agent's Viewer (the window that opens when the GoToAssist Expert desktop application for Mac or Windows 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 agent. Attended support sessions are those in which a customer is at their computer or on a mobile device to join the support session with the agent using a support key (i.e., the supported computer or mobile device 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).

Ctrl-Alt-Delete

Send the "Ctrl-Alt-Delete" command to the customer's computer. If you press Ctrl + Alt + Del on your keyboard while in session, the Logout dialog will be summoned on your own machine rather than on the customer's, but using the Send Ctrl-Alt-Delete tool will successfully bring up the Logout dialog on the customer's machine.

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, reboot and preferences.

GoToAssist Viewer (Windows)

GoToAssist Viewer (Mac)