GoToAssist

GoToAssist remote desktop software helps organizations offer remote IT support to their agents and customers.

Overview

GoToAssist remote desktop software enables support and service professionals to resolve technical issues for employees and customers. This software offers users the flexibility to choose the interface they prefer, like a modern web-based agent console, desktop console, or mobile console for their session. Agents can use this software to view the customer's screen and take remote control of it to solve their issues faster. Plus, agents can use in-product messaging to guide customers every step of the way.

Organizations can assist their end-users on any device, and this software enables remote view and control of Android and iOS devices. GoToAssist remote desktop software integrates with third-party messaging applications, like Slack, to allow businesses to offer internal support to their employees. This software enables agents to connect to unattended computers and servers with ease remotely. Agents can transition from a chat or call to an online support session seamlessly to provide support for customers. Besides, organizations can capture the chat conversations and screen sessions from agent sessions automatically for easy tracking.

GoToAssist remote desktop software allows technicians to host close to 15 sessions simultaneously, and they can export their recorded sessions and reports in different formats. Agents can transfer their live sessions to another technician for a seamless resolution of issues. Organizations can set up multiple agents and assign permissions to them in their online account. Additionally, GoToAssist remote desktop software offers users high standards of performance and security like Secure Remote Password, two-factor authentication, and end-to-end encryption to keep their data safe.

GoToAssist mobile app enables agents to resolve issues with their customers on the go. With a secure connection, technicians can transfer files between their computer and their customers'. This software allows agents to download and save their session recordings and reports to their local storage if their company policy requires long-term record maintenance.

Product Details

GoToAssist remote desktop software enables agents to remotely access and support to unattended computers. This software offers organizations unsupervised remote access to over 5,000 machines, like workstations or datacenter servers, per technician subscription. Technicians can install unattended access on computers or add workstations to their toolbar seamlessly to enable agents to get remote access even when there is no one in front of the system. Plus, the GoToAssist remote desktop software allows users to build a list of computers for unattended remote support and access.

GoToAssist remote desktop software enables technicians to transfer files securely. This software uses proxy and firewall-friendly connection to enable file transfer, and there are no restrictions on the size and type of data that users can move. Agents can also send files in web chats and unattended sessions seamlessly. Besides, the GoToAssist remote desktop software allows users to control who can access data while in a support session to ensure data security.

GoToAssist remote desktop software allows organizations to manage their different technicians with ease. This software enables administrators to assign permissions and set up multiple technicians in their online account seamlessly. Businesses can add new users rapidly and manage all their workflows on this software. GoToAssist remote desktop software enables users to manage their customer portals, contacts, and companies. Organizations can customize their team's permission levels to ensure professional experience and keep customer data safe. Additionally, users can restrict file transfer, remote control, and unattended computer access during screen-sharing sessions.

GoToAssist remote desktop software supports on-premise data archiving. Users can access, save, and download the recordings and data from their support sessions with ease. This software allows agents to download their reports and recordings to their local storage and on-premise data archive if their company policy requires them to maintain long-term records. Agents can run custom reports to access data for old sessions. Also, The GoToAssist remote desktop software supports different recording and report formats like MPEG-4, CSV, PDF, and XLS.

GoToAssist remote desktop software offers users two-factor authentication to secure their accounts. This capability allows users to initiate two-factor enrollment anytime they log into their account to ensure data security. Technicians can use their mobile device to verify their access request after completing the sign-in process from their desktop, and they can validate their account access request on their smartphone app. Plus, if users lose their phone, they will need to re-enroll in two-factor authentication.

GoToAssist remote desktop software allows technicians to transfer sessions with ease. This software enables users to let another technician take over from them to finish a job. Agents can invite their team members to join their session using email or chat for a seamless resolution. Customers can choose the technician they want to resolve their issue by giving them an 8-digit session code for them to join in.

GoToAssist remote desktop software allows technicians to run reports on their support sessions. Users can use this software to get the details of their support activity and performance like session type, average duration, and customer name. This software enables users to run pre-configured reports on their business for a term with ease. With custom reports, technicians can filter by date range, company, and session type. Companies can use this reporting capability to track the performance of their technicians and find areas where they can improve. Besides, good reporting makes sure end-users get excellent quality support at all times.

GoToAssist remote desktop software captures screen sharing and conversations from support sessions automatically. Organizations can decide whether or not they want to record their support sessions or not, and they can allow recordings from all support sessions; both attended and unattended remote sessions. Technicians can share videos with customers if they get repeat requests for fast resolution.  Additionally, the GoToAssist remote desktop software helps users store their recordings for 90 days on their account.

Recap

GoToAssist remote desktop software enables organizations to offer agents and customers remote support from mobile or desktop devices. Agents can start a support session from their browsers quickly using a web console, and they can access the system information of a customer, like the software and hardware configuration, with ease.