GoToAssist Overview

Citrix GoToAssist is a web-based technology that enables you to deliver live technical support anywhere in real time. With this technology, you have the ability to:

• Communicate with the customer via a Chat box
• View the customer’s desktop and/or allow the customer to view your desktop
• Use the draw, highlight and arrow stamper tools on the shared desktop
• Share control of the mouse and keyboard
• Push web pages
• Transfer files
• Reboot and reconnect to the customer’s computer
• Transfer a session to an escalation desk
• Invite a co-worker to assist you or learn from a session
• Use Diagnostic Tools to retrieve key information on the status of the customer’s computer
• Connect with up to eight customers at one time

HelpAlert

HelpAlert is the component of GoToAssist that enables you to receive and reply to incoming customer queries. It needs to be downloaded from Citrix Online only once and does not require an install process.

To download HelpAlert

1. Log in to the Download Center with the HelpAlert login and password supplied by Citrix Online or your manager.
2. Save HelpAlert to the desktop or another convenient location. This needs to be done only once.
3. Log in with the same login and password.

Getting Started with HelpAlert

To complete the auto-update

The HelpAlert software has a built-in auto-update feature that checks for the latest version of the HelpAlert software each time you log in. If the system detects that a new version of the software is available, it prompts you to update the version. When Citrix Online no longer supports previous versions of HelpAlert, you will be forced to upgrade.

1. Log in to HelpAlert. When a new update is available, a pop-up message prompts you to receive the new update. Click OK to accept the update.
   HelpAlert installs the update.
2. Click OK to close the prompt window, and then log in to HelpAlert again.
   Additionally, you may obtain a new copy of the HelpAlert.exe file at the following web site: http://www.gotoassist.com/haupgrade

Note: Access to some GoToAssist features is dependent upon the GoToAssist configuration implemented. Please see your organization's GoToAssist administrator to inquire about your specific GoToAssist configuration.

| Views: 26770 | Last Updated: Wed, Nov 21 2012 2:55 PM

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