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Join an Attended Support Session
As a customer, you can join attended support sessions in any of the following ways:
Topics in this article:
Join from the Support Session Invitation
If the technician sent you the Support URL (such as in an email invitation), you can quickly join the support session with one click.
To join an attended support session from the Support URL
1. Find the Support URL sent by the technician (in an email invitation, instant message, etc.), and click the Support URL to be launched directly into session.
2. An Approve Session dialog appears asking if you wish to join the session. It cautions that "By joining, [the technician] will be able to see your screen, control your mouse, transfer files and request diagnostics information for this session." Click Yes to join the session or No to decline.
3. The GoToAssist customer toolbar appears on your screen, with which you can stop screen sharing, chat with the technicians, transfer files and end the session. The GoToAssist Customer icon
also appears in your system tray (which you can right click to access additional options).
Join from the Web
The technician may direct you to join the session by going online. In this case, they will need to provide you with the Support Key (i.e., verbally, with instant messenger).
To join an attended support session from the web
Go to www.fastsupport.com.
2. Enter the name you wish to be displayed to the technician in the Customer Name field, and enter the Support Key the technician gave you in the Support Key field.
3. Click Start Support Session to be launched directly into session.
4. An Approve Session dialog appears asking if you wish to join the session. It cautions that "By joining, [the technician] will be able to see your screen, control your mouse, transfer files and request diagnostics information for this session." Click Yes to join or No to decline.
5. The GoToAssist customer toolbar appears on your screen, with which you can stop screen sharing, chat with the technicians, transfer files and end the session. The GoToAssist Customer icon
Join from the GoToAssist Customer Desktop Application
If you already have the GoToAssist Customer desktop application installed on your computer from a previous session, you can join support sessions directly from the application. In this case, the technician will need to provide you with the Support Key (i.e., verbally, with instant messenger).
Note: You must already have the GoToAssist Customer desktop application installed on your computer.
To join an attended support session from the GoToAssist Customer desktop application
1. Right-click the GoToAssist Customer icon
Note: If the
icon does not appear in your system tray, find the application on your computer and open it.
2. A Join a Session window appears. Enter the name you wish to be displayed to the technician and the Support Key provided by the technician, and click OK to be launched directly into session.
4. An Approve Session dialog appears asking if you wish to join the session. It cautions that "By joining, [the technician] will be able to see your screen, control your mouse, transfer files and request diagnostics information for this session." Click Yes to join or No to decline.
5. The GoToAssist customer toolbar appears on your screen, with which you can stop screen sharing, chat with the technicians, transfer files and end the session.
| Views: 3856 | Last Updated: Mon, Apr 15 2013 12:01 PM
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