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Change Representative Settings

Use this function to change the user features and portal assignments on a per-representative basis. Note that features must also be enabled for the portal in order for these settings to take effect.

Note: Because the configuration of the Management Center varies depending upon the settings chosen by account administrators in the Admin Center, managers may not see all features and options when logging into the Management Center.

Topics in this article:

Modify login settings for a representative

Enable/disable user features for a representative

Assign representatives to portals

Modify login settings for a representative

  1. Click Representatives in the left-navigation.
  2. Click the name of the representative.
  3. On the Representatives Details tab, modify the desired settings. Some additional login settings appear once a representative has been saved, as follows:
    • Force password change (on next login) – Enable this check box to prompt the representative to select a new password when they first log in to their accounts.
    • User Initiated Password Reset – Allow representatives to reset their own passwords.
    • Force validation prompt – Enable this check box to prompt new representatives to validate their email addresses when they first log in to their accounts.

  1. Click Save Settings when finished.

Enable/disable user features for a representative

Note: To take effect, functions must also be enabled at the portal level. Granting Management Center access enables the representative to only view reports pertaining to sessions he or she has conducted. It does not enable full Management Center access.

  1. Click Representatives in the left-navigation.
  2. Click the name of the representative and click the User Features link (on Representative Settings tab).

  1. Use the Features tab to modify the following settings for a single representative:
    • Management Center Access – Ability to log in to the Management Center. Learn more.

    • Reboot/Reconnect – Ability to reboot and reconnect to a customer's computer during support sessions. Learn more.

    • Reports – Ability to generate reports. Learn more.

    • Schedule Reports – Ability to create scheduled reports.  Learn more.

    • Save HelpAlert Configuration – Ability to save and share their HelpAlert Preferences. Learn more.

    • Session Replay – Ability to view session recordings, remote diagnostics, and chat logs. Learn more.

    • Export Session Replay – Ability to export session recordings. Learn more.

    • File Transfer Send –Ability to send files to customers. Learn more.

    • File Transfer Receive – Ability to receive files from customers. Learn more.

    • Allow to Save Login Password – Ability to save the login password after initially logging in to HelpAlert. Learn more.

      Note: Your representative account still adheres to the configuration within your account's Password Policy.

    • Multi-Session – Select how many sessions the representative can be in simultaneously.

    • Share My Screen – Ability to share their own screen with customers, as well as the ability for customers to have remote control. Learn more.

    • View/Control Others Screen –Ability to view the screens of customers, as well as have remote control. Learn more.

  1. Click Save Settings when finished.

Note: The "Management Center Access" feature must be enabled in order to enable/disable the "Reports" and "Session Replay" features. The "Reports" feature must be enabled to enable/disable the "Schedule Reports" feature. The "Session Replay" feature must be enabled in order to enable/disable the "Export Session Replay" feature.

Assign representatives to portals

  1. Click Representatives in the left-navigation.
  2. Click the name of the representative and click the Portal Assignments link (on Representative Settings tab).

  1. Use the Portals tab to enable 1 or more portals that the representative should have access to.

  1. Click Save Settings when finished.
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