Introduction to Remote Support Features

This section describes the features available to you with GoToAssist Remote Support. Some of these features can be accessed when you are in support sessions with the GoToAssist Expert desktop application using the technician's Viewer and menu, while other are available on the Remote Support web application once you log in at https://app.gotoassist.com.

Topics in this article:

GoToAssist Expert Desktop Application

Remote Support Web Application

GoToAssist Mobile Apps

GoToAssist Expert Desktop Application

Most of Remote Support's features are available from the menu on the technician's Viewer (the window that opens when the GoToAssist Expert application launches). Using the Viewer, you can do the following:

• New Session – Start up to 8 simultaneous unattended support sessions.
• Unattended Support – Set up Unattended Access on customers' machines or view your list of Unattended Support Computers.
• Screen Sharing – View the customer's desktop and take control of their keyboard and mouse (or share your own!).
• File Transfer – Transfer files to and from the customer's machine.
• Diagnostics – View and save Diagnostic Reports with specific system information about the customer's machine.
• Chat – Communicate with the customer during sessions using instant messaging.
• Notes – Write and save Notes during support sessions, and download them later with Session Reports.
• Drawing Tools – Use the Drawing Tools to draw, highlight and point to items of interest on the customer's desktop, and invite the customer to do so as well.
• Send Ctrl-Alt-Del – Use the Send Command (Ctrl-Alt-Delete) to lock the customer's machine, access Task Manager, switch users etc.
• Reboot & Reboot in Safe Mode – Shut down, restart and reconnect to the customer's machine without ending the support session.
• Upgrade to Run as a Service – Switch usernames and avoid limitations imposed by the Microsoft Windows Vista User Account Control (UAC).
• Cut-Copy-Paste – Cut, copy and paste text between your machine and the customer's to allow for easy transfer of information.
• Preferences – Modify your Remote Support preferences.

Remote Support Web Application

• Attended Support Sessions – Download the Remote Support application onto your desktop for easy access to new attended sessions and Unattended Support Computers.
• Unattended Support Setup – Download the Remote Support customer application to set up Unattended Support on 1 or more machines or servers
• Session Recordings – Download the recordings of attended and Unattended Support Sessions.
• Inventory & Groups – View and manage your Unattended Support Computers, and organize them into customized Groups.
• Session Reports – Generate Session Reports with information about a specified group of attended and/or Unattended Support Sessions.
• iOS Configuration Profiles – Send your customers iOS Configuration Profiles that they can then install on their devices.

GoToAssist Mobile Apps

For more information on using your iOS or Android device to provide remote support, see GoToAssist for Mobile Devices.

| Views: 7556 | Last Updated: Mon, Apr 15 2013 12:01 PM

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