Host a Support Session via iOS - GoToAssist Remote Support

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Host a Support Session via iOS

The GoToAssist (Remote Support) app provides a streamlined version of Remote Support, which allows you to provide unlimited attended and unattended support sessions from your iOS device. For more information about the iOS device requirements to use the GoToAssist (Remote Support) App for iOS, please see the System Requirements for Agents.

Agents can use the GoToAssist (Remote Support) app to host support sessions with customers running Windows, Mac, or using an Android device. For more information, see the System Requirements for Customers.

Download the GoToAssist (Remote Support) App for iOS

Note: Please see the Mobile Feature Comparison for information about features available during these support sessions.

iOS

Topics in this article:

Install and log in to the app

Start an attended support session from the app

Start an unattended support session from the app

Use session features

Install and log in to the app

Note: See the app system requirements here.

  1. Open the App Store app on your iOS device.
  2. Search for "GoToAssist (Remote Support)" and open the app.
  3. Tap the Download icon to install the app. Enter your iTunes credentials if prompted.
  4. Open the app, enter your GoToAssist credentials (i.e., email address and password) and tap Log In.

Start an attended support session from the app

  1. Tap the Tap to start a support session button.

  1. A new support key appears on the Invite Customer screen. Send it to the customer by tapping Email Support Info.

    Note: You must have the Mail app set up to automatically create an email.

  1. Invite your customer to join the support session as follows:
    • Direct Windows or Mac customers to click the support URL in the Invitation email to be directly launched into session, or go to www.fastsupport.com and enter the support key.

    • Direct Android customers to download the GoToAssist (Customer) app and enter the support key.

  2. Once the customer joins the support session, you will immediately see their screen.

Start an unattended support session from the app

  1. Tap the Unattended icon in the toolbar.
  2. Tap on the desired unattended support computer to connect to it immediately.
  3. To manage the device, tap the Info icon to connect, rename, reset, or delete the device.

Use session features

Using the app's toolbar and settings, agents can support customers using various features.

  • Stop and re-start screen sharing with the customer's computer by tapping the Screen icon in the active session toolbar.
  • Create session notes about the session by tapping the Notes icon .
  • Chat with the customer by tapping the Chat icon .
  • Retrieve diagnostic reports about the customer's computer (and email them) by tapping the Diagnostics icon .
  • View and modify unattended support computers by tapping the Unattended icon .
  • Send the "Ctrl-Alt-Del" command to the customer's computer by tapping the Tools icon in the active session toolbar (Windows only).
  • Reboot / Reboot in Safe Mode – Reboot the customer's computer without disconnecting the session by tapping the Tools icon then selecting Reboot or Reboot in Safe Mode(Windows only).
  • Upgrade to Run as a Service – Tap the Tools icon then select Upgrade to Run as a Service to prompt the GoToAssist Customer desktop application on the customer's computer to run as a Windows service (rather than the “non-service” application) to access more features (Windows only).
  • Set Up Unattended Support – Tap the Tools icon then select Set Up Unattended Support to begin setting up unattended access on a customer’s computer while in an attended support session (Windows only).

    Note: The GoToAssist Customer desktop application must be running as a service to use this feature, otherwise this option will be grayed out. Additionally, this feature will be grayed out if the GoToAssist Customer desktop application is already installed on the customer's machine.

  • Put the app into Background mode by tapping the Home button and stay in the session for up to 3 minutes.
  • Invite Agents – Tap the Tools icon then select Invite Agents to invite another agent (i.e, that has an active GoToAssist Remote Support seat) to join your active session.

    Note: When you invite an agent to join your support session, it is not required for the invited agent to have a seat on your own GoToAssist Remote Support account.

  • Join a collaborative session by tapping the Join Session icon .
  • Adjust performance settings for better speed or appearance (based on your connectivity) by tapping the Settings icon .
  • End support sessions by tapping the End icon in the active session toolbar.
Related articles

Host a Support Session via Android

Join a Support Session via Android

Mobile Feature Comparison

Download the Mobile Apps