Features Overview - GoToAssist Remote Support

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Features Overview

This section describes the session features available to you with GoToAssist Remote Support. Some of these features can be accessed while 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.

Note: At this time the feature set for the Mac is limited. Please see descriptions of individual features for more information.

Topics in this article: 

GoToAssist Expert desktop application

Remote Support web account

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:

Session
Use this option to generate a new support key or join a collaborative support session started by another technician.
Unattended Support
Use this option to view the list of Unattended Support Computers, start an unattended support session or set up unattended access on a remote computer during attended support sessions.

Screen Sharing
Use this option to stop and restart screen sharing and change the zoom of the Viewer.

File Transfer
Use this option to exchange files with the customer and check the status of the file transfers.

Diagnostics
Use this option to run and save diagnostic reports of the remote computer, including a system summary, applications, services and process.

Chat
Use this option to exchange chat messages with the customer.
Notes
Use this option to record notes during the session, which will then be included in generated reports.
Service Desk
Use this option to link the support session with new or existing Service Desk incidents.
Tools
Use this option to access additional tools, including drawing tools, send the"Ctrl-Alt-Del" command, reboot and preferences.

Remote Support web account

Support Center

The Support Center is where technicians view, manage and address support requests submitted by customers in the Customer Portal.

GoToAssist Expert desktop application

Technicians can download and install the GoToAssist Expert desktop application to host attended and unattended support sessions with customers from a Windows or Mac computer. Once installed, technicians can launch the application to open the GoToAssist Viewer, where they can see the customers screen and use the options in the Viewer toolbar to support customers.

iOS Configuration Profiles

You can use Remote Support to quickly and easily send iOS configuration profiles to your customers for them to install on their iOS devices by using customer-initiated support.

Unattended Installer

The unattended installer is one of the methods available for setting up unattended access on remote computers. This method allows you to quickly install unattended access on computers that are in your network. The installer will automatically associate the computer with the correct company, but does not provide the option for specifying a nickname or storing a password. This method is ideal for computers that are part of your network, as you will likely be accessing them with Windows administrator credentials (i.e., you do not require the customer's password to log in).

Inventory

The Inventory provides a list of the computers that have been set up with unattended access. You can also view details about each device (including identification and classification), as well as sort devices into custom groups to further personalize your view and append additional information to your Unattended Support Computers. Click any device type or other asset category in the left pane to reveal a list of the corresponding assets in your network.

Reports

You can use session reports to view detailed descriptions about past support sessions within specified date ranges, as well as export them to .pdf, .xls or .csv files.

Session Recording

Administrators can choose to enable or disable session recording on an account-wide or per-company basis. When session recording is enabled, Remote Support automatically records all screen-sharing support sessions and stores them in the Remote Support module, where you can browse and download them for viewing within 90 days.

 

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