REMOTE SUPPORT FEATURES

Session Transfer

When the going gets rough, let another technician take over for you.

HOW IT HELPS
Tag-team any issue.
Not every issue is an easy one. Or maybe the issue requires higher- level permissions. Either way, you can hand the session over to another technician who can finish the job for you with GoToAssist. So let your tier-1 support team tackle issues first, and if the need arises, they can escalate to tier-2. Or simply complete a session tranfer to whoever can help best.
WHAT YOU CAN DO
Transfer your support session easily.
Giving someone else your support session is a quick process. From the drop-down menu on the session thumbnail, you can select to invite another technician by email. Or, you can copy the session URL to paste in chat. Once the technician clicks the link, he or she will immediately join the session. You’re then free to leave the session, and it will carry on like normal.
FOR YOUR CUSTOMERS
Help without being put on hold.
If you get a customer with an issue that you can’t handle, your customer doesn’t need to jump through extra hoops to get the help they need. You can send an invite out to another technician on your team, and when they join your session, you can drop out with no interruption. The customer doesn’t have to sit in another support queue or join a different session.
USEFUL TO KNOW
Join another session in GoToAssist.
If the technician you would like to transfer your session to already has GoToAssist open, they can jump right into your session from their toolbar. First, give them the 8-digit session code (which you can find at the end of the session URL you would normally send). They can then select Join Session and enter the key to connect instantly.

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