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The purpose of this document to provide answers to some commonly asked questions regarding the transition of GoToAssist Express customers to GoToAssist Remote Support.
Improvements are coming starting April 20th; we will be upgrading your remote support service, in addition to delivering a new set of much requested features. These enhancements will enable you to better support people and machines.
When will I have access to the new GoToAssist Remote Support service?
Your accounts will automatically transition to new platform beginning April 20th. When you log in after the transition, you’ll be on the new platform. No download required. Existing endpoints will become GoToAssist. Corporate account GoToAssist Express customers with multiple seats that are working with a sales representative or account manager will upgraded at a later time.
I know somebody that has GoToAssist Express and has already been upgraded to GoToAssist Remote Support. Why have they been able to do so, but I haven’t?
You are likely a GoToAssist Express Corporate customer. We have completed the migration of non-corporate customers during our first phase of the transition. We are finalizing the process to provide your organization the ability to move your GoToAssist Express account(s) to GoToAssist Remote Support.
Will my unattended endpoints from my GoToAssist Express service still be available?
Yes, your unattended endpoints will be immediately available via the desktop software and the web UI.
Will I have to pay anything additional for the new remote support platform?
No, nothing will change and you will continue to pay what you are currently paying for GoToAssist Express. You may purchase additional seats if you want to add technicians to your account.
Will the GoToAssist Express service be available after April 20th?
GoToAssist Express will become GoToAssist starting April 20, 2012. It will have all the functionality you know and love about GoToAssist Express and more. You’ll have more functionality, for the same price! Just login after April 20, 2012, to begin using your remote support tool with expanded features for supporting people and machines.
Where do I go for support questions or to resolve technical issues?
Please go to the Citrix Global Customer Support.
1. You will notice a rebranded endpoint showing the GoToAssist name.
2. In addition to your desktop endpoint, you will also have access to an intuitive web-based user interface.
3. You’ll still be able to connect with your customers directly from www.fastsupport.com
4. You will have access to team–based functionality (centralized management)
a. Shared Unattended Machine Access
b. Session Transfer
i. You can transfer attended and unattended support sessions to other technicians with Remote Support plans. This allows you to escalate a support session in real-time or simply hand it off to another technician whenever you need to, giving you the true power of team-based support and collaboration.
c. Multi - Technician Session Reporting
5. Intuitive Web UI
6. Custom Grouping
7. Distributable installer (exe)
8. Wake On- LAN devices
a. Remotely power on unattended machines.
9. Option to try or purchase the integrated GoToAssist Monitoring module
a. Helps you proactively manage your IT infrastructure with monitoring and management tools.
10. It also includes everything you know and love about GoToAssist Express:
a. Attended Sessions
b. Unattended Machine Access
c. File Transfer
d. Mac Support
e. Remote Diagnostics
g. Annotation Tools
h. Two-Way Screen Sharing
i. Session Reporting
11. You’ll still be able to connect with your customers directly from www.fastsupport.com