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About GoToAssist® Remote Support

The GoToAssist^® Remote Support module provides live support functionality, and gives you the ability to access and control remote computers and servers when they are unattended. The remote support capabilities of GoToAssist Remote Support, together with the proactive monitoring and alerting capabilities of GoToAssist Monitoring, make a powerful combination for managing your IT environment.

GoToAssist Remote Support enables you to deliver live technical support anywhere in real time. Remote Support is easy to use and comes with a complete set of features to help you quickly support your customers. You can use GoToAssist Remote Support to do the following:

Provide live web-based support to both PC and Mac® users Control computers remotely as if you were sitting in front of them Instantly transfer files to remote machines Provide integrated remote monitoring via GoToAssist® Communicate with a customer via a chat box View your customer's desktop Share control of your customer's mouse and keyboard Send and receive files Reboot and reconnect to your customer's computer Use the Remote Diagnostics tool to retrieve key information on the status of the customer's computer Connect with multiple customers at one time Provide unattended support Leave zero footprint on your customer's computer

 

What does GoToAssist Remote Support consist of?

The GoToAssist Platform consists of Remote Support and Monitoring components, and extensions.

Remote Support components

The primary components of a Remote Support session are as follows:

	Remote Support — The GoToAssist Remote Support module provides live support functionality, and gives you the ability to access and control remote computers and servers when they are unattended. The remote support capabilities of GoToAssist Remote Support, together with the proactive monitoring and alerting capabilities of GoToAssist, make a powerful combination for managing your IT environment.
	Viewer Window — The viewer window provides the screen-sharing connection and tools needed to support your customer. .
	Chat Box — The chat box allows your customer to communicate without a phone connection.
	Customer Toolbar — The customer toolbar provides your customer with a level of control during the session.

 

GoToAssist Remote Support features

Listed below are the main features of GoToAssist Express. Most of the features are accessible through the Viewer. Others are accessible from the icon in the system tray.

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

• File Transfer - Exchange files and folders between your computer and your customer's computer.
• Cut/Copy/Paste - Cut, copy and paste text between your computer and your customer's computer.
• Request Diagnostic Report - Access specific system information on the customer's PC or Mac.
• Chat - Communicate with your customer during a support session.
• Notes - Capture thoughts regarding the session that you may want to reference later.
• Drawing Tools - Draw, highlight and point to item of interest on your customer's monitor.
• Run as a Service - Switch usernames and avoid limitations imposed by the Microsoft^® Windows^® Vista User Account Control (UAC).
• Send the Ctrl-Alt-Delete Command - Log in to your customer's computer with different Windows credentials, lock the customer's computer, access the Task Manager, etc. with the Ctrl-Alt-Delete command.
• Reboot/Reconnect - Initiate a shut-down, restart and reconnect to the customer's computer.
• Unattended Support - Connect to your customer's PC without the customer being present.
• Generate Reports - Create reports for both attended and unattended sessions.

 

System requirements

Your System

• Required - Windows^® Server 2003, Windows XP, Windows Vista, Windows 7; or Mac OS^® X 10.4 or later

• Required - Internet Explorer^®, Netscape^® Navigator 4.0 or later, Mozilla^® Firefox^® 1.0 or later or Safari^® 1.3 or later

• Required - Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server

• Recommended - Minimum of Pentium^® 300 with 64 MB of RAM

• Recommended - Stable Internet connection with 56 K or better

Your Customer's System

• Required - Windows Server 2003, Windows XP, Windows Vista, Windows 7; or Mac OS X 10.4 or later

• Required - Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later or Safari 1.3 or later

• Required - 28.8 KBps or greater connection, 56 K recommended

• Required - Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server

Mac Support

• GoToAssist Express users can provide live support to both PC and Mac users from either a PC or a Mac computer. However, some features are not currently available for use on the Mac platform.