Get answers to all your GoToAssist questions.
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- What is GoToAssist Remote Support?
GoToAssist Remote Support is a cloud-based service that enables support professionals to resolve their customers' technical issues using screen sharing, mouse and keyboard control and other tools. Individual IT pros or teams can deliver fast on-demand support or access unattended desktops and servers.
GoToAssist offers users the ability to quickly and easily start a support session right from the browser or via a desktop application. Connect to a customer’s computer on-the-fly by giving them a connection code to enter on a website or sending them a link.
You can also set up unattended support on computers you want to be able to access at any time by running a small installer on those machines. They are automatically added to your inventory and you can access them even when no one is physically present at the computer.
- What is GoToAssist Service Desk?
GoToAssist Service Desk is an easy-to-use cloud-based application that helps you manage your IT services. Based on the widely accepted ITIL framework of best practices, the Service Desk module covers the full spectrum of managing a service, from dealing with customer issues to implementing changes and mapping your assets and infrastructure. It provides incident, problem, change, release and configuration management.
Service Desk smoothly integrates with GoToAssist-v4 from a Service Desk ticket, so you can easily and quickly launch a remote support session.
- Can I just buy one module, GotoAssist Remote Support or GoToAssist Service Desk?
Yes, you can buy either Remote Support or Service Desk individually. Or, buy them together to gain the benefit of a truly integrated IT management platform.
- How does the free trial work?
Sign up for a free 7-day trial of GoToAssist and you will be able to use GoToAssist and its mobile device support capabilities during the trial. We will notify you before your trial expires and you can decide to subscribe to a paid plan or let your trial expire.
- Does GoToAssist work with Macs?
With GoToAssist, you can deliver support from a Mac and also provide remote support to Mac users and access unattended Mac computers. However, some features are not currently available with Mac support, including reverse screen sharing, annotation tools and reboot/reconnect. The latest version of GoToAssist improves MacOS Mojave + Catalina permission handling and compatibility with new Mac OS versions.
- In what languages is the GoToAssist interface available?
English, German, French, Italian, Spanish and Brazilian Portuguese.
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- What are the system requirements for the GoToAssist module?
- How does GoToAssist help IT professionals?
When downtime equals dollars, rapid support means everything. Whether you are an IT manager or a consultant, you need to quickly respond when tech issues emerge. GoToAssist gives you the immediate, secure, reliable connectivity you need to diagnose problems and resolve them fast. IT agents can also use the unattended support feature to conveniently access unattended computers and servers for routine maintenance or after-hours work. Your tech team can share access to machines for efficient scheduling of tasks and collaboration.
- Will GoToAssist increase my productivity?
Yes, with GoToAssist, you can assist users anywhere, anytime while reducing travel and related costs. In fact, most IT pros report a 30-50 percent jump in productivity. GoToAssist's productivity-enhancing features include the ability to assist multiple users at the same time, communicate via online in-session chat, transfer files between computers and provide unattended support.
- How does GoToAssist compare to competitors?
GoToAssist is the fast, simple, inexpensive remote support solution for individuals or small teams.
-Fast and easy to use: Launch a support session in one click, run up to 15 sessions at a time and utilize support tools via a simple, user-friendly interface available in a browser-based or downloadable desktop application.
-24/7 support: Get free product training and 24/7 chat, phone and email support.
-Accessible from anywhere: Use GoToAssist from any computer including Mac, PC and Chromebooks.
-Cross-network and cross-platform: Unlike RDP (Remote Desktop Protocol), you can create an inventory of machines both on and off the network, both Windows and Mac.
-Easy for teams: Organize your inventory of computers into custom groups. If you have multiple agents on your account, you can share access to those machines.
-Reliable, with zero maintenance: We maintain the web-based service. You get automatic upgrades and enterprise-class performance.
Learn more about GoToAssist vs. TeamViewer
- How is GoToAssist Corporate different from GoToAssist?
GoToAssist Corporate is designed for multi-agent support teams that need to deliver live technical assistance. GoToAssist Corporate comes with advanced administrative, collaborative and customer-queuing features not present in GoToAssist. In contrast, GoToAssist and Service Desk are especially designed for IT managers, consultants and MSPs. In addition to offering fast, easy on-demand support, GoToAssist has a powerful functionality not available with GoToAssist Corporate: the ability to view and control unattended machines. GoToAssist also seamlessly integrates with GoToAssist Service Desk, so your IT team can deliver multiple services from one integrated platform.
- Can I provide live support to end users?
Yes, you can generate a live support session with one click. You can send an invitation link or tell the end users a 9-digit code and they can enter your support session. There is no limit on the number of live support sessions you can host.
Learn more about GoToAssist's robust tool set.
- Do my customers need to buy or pre-install GoToAssist?
No, your customers join GoToAssist support sessions as your guests, for no additional charge. When they enter a session, the software installs on demand. Customers requiring mobile device support for iOS or Android devices are automatically directed to the mobile app for customers.
- How many customers can I support at a time?
You can simultaneously support up to 15 customers. Increase your productivity by resolving more than one IT issue at a time. Use GoToAssist’s in-session chat and tabbed interfaces to support more efficiently.
- Can I support remote servers and unattended computers?
Yes, you can deploy a small piece of endpoint software that provides anytime, anywhere access for up to 10,000 unattended machines. This is useful for viewing and controlling servers and end-user desktops when no one is at the machine or after hours.
- Can more than one agent access an unattended machine?
Yes, GoToAssist is designed for both individual IT professionals and teams. Set up different agents from your Management Center and control which devices they are able to remotely access. Because this service is team-based, multiple agents can access any given device.
- In what languages is GoToAssist available?
Support technicians can select from among 6 languages for their GoToAssist interface: English, French, German, Spanish, Italian or Brazilian Portuguese .
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- Can I provide support from my iPad or Android device?
Yes. GoToAssist is entirely web-based so your technicians simply launch a session from their browser. GoToAssist subscribers can provide live remote support from a Chromebook, iPad, iPhone, Android or tablet device, access unattended machines, provide support from their desktop and use GoToAssist's robust web interface or desktop application.
- Can I support mobile devices using GoToAssist?
Yes, GoToAssist offers a Mobile Device Support package you can purchase alongside your base subscription. It allows you to support iOS and Android mobile devices. You can update profiles, configure device settings and chat with end users to troubleshoot and resolve their mobile issues fast; screen-sharing capabilities let you remotely view any iOS 11+ iPhone or iPad to service users with ease. You can remotely view and control your customers’ Android* devices to perform tasks and resolve issues as seamlessly as if you were there in person.
*Remote view is available on any Android device and any iOS device running iOS 11 or higher. Remote control currently is available on Samsung, LG, Motorola and Huawei running Android 6 or above (including Android 10).
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- Is GoToAssist secure?
Yes, you and your clients can trust GoToAssist. All session data is protected end to end with Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system. Strong passwords and ongoing infrastructure security scans guarantee the security of your information.
Learn more about GoToAssist’s security guarantees.
- Is GoToAssist reliable?
GoToAssist is highly reliable. Redundant switches and routers, clustered servers and backup systems ensure reliability and scalability, while web-balancing switches monitor the network flow and transparently distribute server requests among all the servers. Some of the largest support providers in the world, such as Cox Communications, BT and March of Dimes, rely on our remote support solutions. No matter how large or small your support department, you benefit from enterprise-level uptime and reliability when you use GoToAssist.
- How does GoToAssist work with firewalls?
GoToAssist uses HTTP outbound connections to transparently enable screen-sharing sessions even with corporate firewalls in place. In most cases, support professionals and their customers can connect to our servers without reconfiguring firewall settings.
- Can you catch a virus from downloading the GoToAssist software?
No, we continuously monitor our development environment for viruses and malware to prevent tampering by third parties. The warning message customers might see when they install the software is a default message displayed by their browser whenever they download executable files.
- Is there a time-out when no activity occurs on either my computer or my customer's?
There is no time-out for live support sessions; live sessions will continue until either the support professional or the customer receiving support terminates the session.
- Does GoToAssist support Two-Factor Authentication?
Yes. Two-factor authentication is the best defense against password related breaches and by utilizing this feature, you're ensuring the safety of your GoToAssist connections. Use LastPass Authenticator or Google Authenticator* and enjoy one-tap login for secure and instant access to your GoToAssist Account. For more information visit our step by step help file or community site.
*GoToAssist Two-Factor Authentication supports a variety of authentication apps such as LastPass Authenticator and Google Authenticator. Required technology: RFC 6238
- Does GoToAssist support Active Directory Connector?
Yes. Use Active Directory Connector (ADC) to easily manage users and license provisioning for your GoToAssist account. The ADC receives Active Directory user updates and automatically makes the same changes in your GoToAssist account making user management easier and more efficient. Learn more about the ADC here.
- Does GoToAssist support Single Sign-on?
Yes. If you’re currently using services like Okta, Azure AD, RSA, Google G Suite or OneLogin we’re able to integrate GoToAssist with any of those. If you’re not using any of the above, we also can connect to your domain. Learn more about Single Sign-On options here.
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Purchasing & Billing
- Can I just buy one module, GoToAssist or Service Desk?
Yes, you can buy either GoToAssist or Service Desk individually. Or, buy them together to gain the benefit of a truly integrated IT management platform.
- What does my subscription include?
When you purchase a monthly or annual GoToAssist plan, you get:
- Base features and functionality for a flat fee with no hidden costs for server maintenance, IT staff or other “extra” charges
- 24-hour-a-day, 7-day-a-week support
- Free upgrades
- Access to training videos, help guides and best practices resources
- How does the free trial work?
Sign up for a free trial of GoToAssist and you will be able to use GoToAssist and Mobile Device Support & Camera Share functionality during the trial. We will notify you before your trial expires and you can decide to subscribe to a paid plan or let your trial expire.
- How do I cancel?
To stop your GoToAssist paid subscription plan from renewing automatically, log in, select My Account and click the Turn Off Renewal link. Because GoToAssist is a prepaid service, your service will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again. If you would prefer to stop service immediately and want to request a refund, please contact Customer Care.
- Who do I contact if I have a billing question?
Contact Customer Care.
- How do I change my plan?
- My account lapsed. How do I reactivate it?
Log in to your account. If your account has lapsed, you should automatically be forwarded to the Plan Selection page under My Account. From there, simply select the plan you want, click Continue and enter your billing information. Your account will reactivate immediately.
- How do I change the credit card or update the billing information on my account?
Log in to your account, go to My Account and click on the “edit” button next to “billing info.”
- How can I review the charges billed to my account?
You can check your account history by logging in and going to My Account. View the most recent billing activity at the bottom of the page. For your complete history, click “view all activity.”
- Do you charge tax?
We are required to charge VAT (Value Added Tax) for all European Union countries and from all customers with UK billing addresses, as well as those with non-UK European Union billing addresses.
We do not charge U.S. sales tax at this time.
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