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Agents can download and install the GoToAssist Expert desktop application for 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.
Once the GoToAssist Expert desktop application is installed, it will automatically launch. The desktop app is made up of 2 basic components, as follows:
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The Viewer window is the main application window of the GoToAssist Remote Support software. It features a persistent toolbar along the top of the GoToAssist application window that allows agents to use all the available session tools, as well as options in the Application menu.
Mac agents can find and open the application to access an additional menu in the top navigation called the Application menu, which includes the options listed below. Please note that you must click on the GoToAssist Expert application in order for "GoToAssist Expert" to appear as the active application in the Menu bar.
Note: Drawing tools is not supported on the agent desktop app for Mac. Additionally, features marked with *** are only available when connected in a support session with a Windows computer.
Start an Attended Support Session
Join a Session
Manage and Connect to Unattended Support Computers
Use Screen Sharing
Reboot or Reboot in Safe Mode***
Run as a Service***
Set Up Unattended Support
Send Chat Messages
Create Session Notes
Run Diagnostic Reports
Use File Transfer
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