FAQs

Get answers to all your GoToAssist questions.

Need more? Access training videos, user guides and 24/7 support at our Global Customer Support site. Or, contact your account manager.

Overview
Q:
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.

  • With one click from your desktop, you can start a live remote support session. Connect to a customer’s computer on-the-fly by giving them a connection code to enter on a website or sending them an email 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.

As a web-based service, the GoToAssist Management Centre and tool set can be accessed from any Internet-connected computer or via the GoToAssist iPad or Android apps.

Q:
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 Remote Support from a Service Desk ticket, you can easily and quickly launch a remote support session.

Q:
Can I just buy one module, Remote Support or Service Desk?

Yes, you can buy either GoToAssist Remote Support or Service Desk individually. Or, buy them together to gain the benefit of a truly integrated IT management platform.

Q:
How does the free trial work?

Sign up for a free trial of GoToAssist and you will be able to use either GoToAssist Remote Support or Service Desk or both modules during the trial. We will notify you before your trial expires and you can decide to continue or cancel your account.

Q:
Does GoToAssist work with Macs?

With GoToAssist Remote Support, 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.

Q:
In what languages is the GoToAssist interface available?

GoToAssist Remote Support is available in English, French, German, Italian, Portuguese and Spanish.

GoToAssist Remote Support
Q:
What are system requirements for the Remote Support module?

Visit our Systems Requirements page for specifics on what you need to run a GoToAssist support session.

Q:
How does GoToAssist Remote Support 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. Remote Support gives you the immediate, secure, reliable connectivity you need to diagnose problems and resolve them fast. IT technicians 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.

Q:
Will Remote Support increase my productivity?

Yes, with Remote Support, you can assist users anywhere, anytime while reducing travel and related costs. In fact, most IT pros report a 30-50 per cent jump in productivity. Remote Support’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.

Q:
How does GoToAssist Remote Support compare to competitors?

GoToAssist is the fast, simple, inexpensive remote support solution for individuals or small teams – from Citrix, the No. 1 market leader in remote support.

  • Fast and easy to use: Launch a support session in one click, run up to 8 sessions at a time and utilise support tools via a simple, user-friendly interface.
  • 24/7 support: Get free product training and 24/7 chat, phone and email support.
  • Accessible from anywhere: Use GoToAssist from any computer or via our free iPad app.
  • 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 technicians 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.
Q:
How is GoToAssist Corporate different from GoToAssist Remote Support?

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 Remote Support and Service Desk are especially designed for IT managers, consultants and MSPs. In addition to offering fast, easy on-demand support, GoToAssist Remote Support has a powerful functionality not available with GoToAssist Corporate: the ability to view and control unattended machines. GoToAssist Remote Support also seamlessly integrates with GoToAssist's Service Desk, so your IT team can deliver 3 critical services from one integrated platform.

To see which product is right for you, visit our solutions page.

Q:
Is GoToAssist Express still available?

GoToAssist Express is being integrated into GoToAssist Remote Support, starting April 20, 2012. Current customers should simply log in here to begin using an enhanced set of features for supporting people and machines. New customers looking to purchase remote support services can learn all about GoToAssist's robust functionality here.

Q:
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 Remote Support’s robust tool set.

Q:
Do my customers need to buy or pre-install GoToAssist Remote Support?

No, your customers join GoToAssist support sessions as your guests, for no additional charge. When they enter a session, the software installs on demand.

Q:
How many customers can I support at a time?

You can simultaneously support up to 8 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.

Q:
Can I support remote servers and unattended computers?

Yes, you can deploy a small piece of endpoint software that provides anytime, anywhere access to unattended machines. This is useful for viewing and controlling servers and end-user desktops when no one is at the machine or after hours.

Q:
Can more than one technician access an unattended machine?

Yes, GoToAssist Remote Support is designed for both individual IT professionals and teams. Set up different technicians from your Management Center and control which devices they are able to remotely access. Because this service is team-based, multiple technicians can access any given device.

Q:
In what languages is GoToAssist Remote Support available?

Support technicians can select from among 6 languages for their GoToAssist Remote Support interface: English, French, German, Spanish, Italian or Portuguese .

Q:
What is a GoToAssist Remote Support Day Pass?

A day pass gives you 24-hour access to the full feature set of GoToAssist Remote Support, including unlimited live support to PCs, Macs and mobile devices along with “unattended” support sessions. (In an unattended session, you can access computers and servers when there is no one physically present at the machine’s keyboard. With the Day Pass, you can access up to 100 unattended machines.) Even after your Day Pass has expired, all your data is saved for 90 days (including support sessions records and recordings and unattended computers) so that when you initiate future Day Passes your info is ready for use. In addition, you can deliver support from your mobile device using the GoToAssist technician apps.

Q:
How do I repurchase another GoToAssist Remote Support Day Pass?

Simply log in with your old credentials, and from the “My Account” page, you can purchase a new Day Pass. Don’t worry, your past session recordings and unattended computers have been saved (for 90 days) and are ready for your use.

GoToAssist Service Desk
Q:
What are the system requirements for the Service Desk module?

Visit our Systems Requirements page for specifics on what you need to use GoToAssist Service Desk.

Q:
Why should I use GoToAssist Service Desk?

Service Desk is easy to learn, easy to use and easy on the pocket. Just sign up and you'll be creating incidents within 10 minutes with no need for a manual. Service Desk is designed with the end user in mind, so it'll be a breeze to introduce to your business. And by adopting Service Desk, you will be adopting a well-recognized best practices framework; putting more structure into your service management processes is good for your customers, staff and ultimately your business.

Q:
How does GoToAssist Service Desk compare to competitors?

GoToAssist Service Desk combines great ease of use with an impressively robust feature set. Other solutions boast of their ease but offer only incident management or issue/bug tracking. With Service Desk, this is just a fraction of its capabilities. To get the true benefit from your service management solution, you need an integrated tool that lets you see how your incidents, problems, changes, releases, knowledge and assets relate to and affect one another.


In addition, Service Desk seamlessly integrates with GoToAssist's Remote Support module, so your IT team can easily shift from one tool to another. Start with a ticket in Service Desk and easily initiate a remote support session and easily log an incident ticket with Service Desk.

Q:
Is GoToAssist Service Desk a help desk application?

It's a service desk with a whole lot more. It has you covered from end to end with incident, problem, change, release, knowledge and configuration management.

Q:
Does GoToAssist Service Desk offer an email integration?

Yes. You can configure Service Desk to automatically create incidents via email and you can reply to email notifications sent from Service Desk to update an incident – perfect for your customers or for when you are out and about.

Q:
What about reports?

For each of the incident, problem, change, release and knowledge sections, Service Desk offers customizable reports that can be scheduled to run and emailed to users daily, weekly or at whatever frequency you desire.

For larger system-wide or service reports we have a growing list of choices. All businesses are different with different requirements, so this section is expanding. We would like to hear your suggestions about the reports you'd like to see.

Q:
What is ITIL?

ITIL® stands for Information Technology Infrastructure Library. ITIL is a set of standards, or good practices, for IT service management. These practices were first developed in the UK and are internationally recognized and widely adopted.

The beauty of ITIL is that it can structure and clearly define how your projects and services are performing for you. ITIL enables your team to become more proactive, and it establishes a platform for continual improvement of your services. If you're looking for an effective way of managing deadlines, priorities and service level agreements then ITIL might be just the ticket.

ITIL is built right into the GoToAssist Service Desk architecture, so your team can easily and intuitively use ITIL best practices.

For more information, go to www.itil-officialsite.com

Q:
What ITIL processes are incorporated into Service Desk?
  • Incident management
  • Problem management
  • Change management
  • Release management
  • Knowledge management
  • Configuration management
Q:
What is incident management?

An incident is a single event, disruption or request that affects the quality of a service to a customer. The incident has a timeframe in which it needs to be resolved for customers to feel OK about it. Basically, incident management is about getting your customers up and running (and keeping them there) by whatever means necessary. Incident management aims to restore normal service operation and minimize the adverse effect on business operations.

Managing incidents means setting priorities and appropriate deadlines, communicating openly with the right people and understanding the incident’s context and what and who it affects. You should be able to accurately measure your compliancy with the Service Level Agreement, that is, the agreed-on level of “normal” service, and understand your incident hotspots and their wider impacts.

Q:
What is problem management?

A problem is a recurring issue that affects a service. It could be a technical glitch, something unclear about the UI, or the absence of a feature or information that customers keep requesting. A problem will indicate an underlying issue with a service that needs a short term and/or long term solution.

Problems are not incidents – a customer might be affected by an incident which is then resolved i.e. the service for that customer has been restored to normal levels, but the problem might still be there just waiting to occur again and again. It should be logged, associated with any related incidents and investigated for short and long term fixes.

Problem management is a proactive way of managing your services, and it’s a bridge between keeping customers happy and keeping your business running smoothly and efficiently.

Q:
What is change management?

The ITIL term for a Change is an RFC (request for change). We refer to them as “changes” here for the sake of simplicity. Changes are any desired alteration to a service or to something that will affect a service.

Change Management is the process through which you identify desired changes, develop the business justification, obtain approval, plan the urgency and impact and allocate resources. For any change, you should also be able to tightly manage its plan, build and test phases.

Q:
What is release management?

A release is an implementation of a change to a service. Release management includes 1) planning the rollout of software, 2) designing and implementing procedures for the installation of changes to IT systems, 3) effectively communicating and managing expectations of the customer 4) controlling the installation of changes.

Well-planned releases allow for clear disruption points and ensure the continued quality of the live production environment and its services by formal procedures and checks.

Q:
What is knowledge management?

Knowledge management helps to identify and create service-related information and insights and share that knowledge with staff, customers (where appropriate) and your organization. Shared knowledge documents can take the form of FAQs, how-to guides, demonstration videos, articles and forums.

When implemented effectively, knowledge becomes a shared asset of the organization as a whole. It can also act as a resource for customer self-service, freeing up your service desk and reducing incident rates and resolution times.

Q:
What is configuration management?

Configuration management is the identifying, defining and mapping all your assets and their relationships to one another. It’s also about maintaining control over these assets (or “configuration items”) through effective incident, problem and release and change management. Configuration management involves understanding what affects what, what's causing you the most trouble and where your hot spots are.

Configuration is a complex subject, and one of the hardest ITIL processes to implement.

Mobility
Q:
Can I provide support from my iPad or Android device?

Yes. Just download the free GoToAssist app for iPad from the App Store or the free GoToAssist app for Android from Google Play. Then, log in with your existing GoToAssist Remote Support credentials or register for a free mobile plan. Those with a free mobile plan can deliver unlimited live support from their iPad or Android device only. GoToAssist subscribers can provide live remote support from their iPad or Android device, access unattended machines, gain additional app features, provide support from their desktop and use GoToAssist's robust web interface.

Q:
How do I get my free remote support app for iPad or Android?

If you are not a GoToAssist subscriber, sign up for our FREE mobile plan to provide live remote support from your iPad or Android device. (The free plan is limited to delivering live remote support from a mobile device and does not include access to unattended machines, chat, session transfer and more. Subscribe to a paid remote support plan to gain access to all the Go

Q:
Can I support mobile devices using GoToAssist?

Yes, GoToAssist currently enables you to support iOS mobile devices, including iPhones and iPads. You can, update profiles, configure device settings and chat with end users to troubleshoot and resolve their mobile issues fast.

GoToAssist also lets you provide remote support on the go from your own iPad or Android device via our remote support apps available on the App Store and Google Play.

Security
Q:
Is GoToAssist secure?

Yes, you and your clients can trust GoToAssist Remote Support and Service Desk because they have the same security architecture as all Citrix GoTo cloud services: 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.

Q:
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 Citrix remote support solutions. No matter how large or small your support department, you benefit from enterprise-level uptime and reliability when you use GoToAssist.

Q:
How does GoToAssist work with firewalls?

GoToAssist uses HTTP outbound connections to transparently enable screen-sharing sessions and monitoring even with corporate firewalls in place. In most cases, support professionals and their customers can connect to Citrix servers without reconfiguring firewall settings.

Q:
Can you catch a virus from downloading the GoToAssist software?

No, we continuously monitor our development environment for viruses and malware, and all of our downloadable software is digitally signed 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.

Q:
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.

Purchasing & Billing
Q:
Can I just buy one module, Remote Support or Service Desk?

Yes, you can buy either GoToAssist Remote Support or Service Desk individually. Or, buy them together to gain the benefit of a truly integrated IT management platform.

Q:
What does my subscription include?

When you purchase a monthly or annual GoToAssist plan, you get:

  • Full 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 from our U.S.-based GoToAssist Global Customer Support department
  • Free upgrades
  • Access to training videos, help guides and Best Practices resources
Q:
How does the free trial work?

Sign up for a free trial of GoToAssist and you will be able to use either GoToAssist Monitoring, Service Desk or Remote Support or all 3 during the trial. We will notify you before your trial expires and you can decide to continue or cancel your account.

Q:
How do I cancel?

Paid Plan: T 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 GoToAssist Global Customer Support.

Q:
Who do I contact if I have a billing question?
Q:
How do I change my plan?

You can make changes to your plan online at any time. Log in to your account and click My Account, then click the Change Plan link.

You can also contact Global Customer Support to make any adjustments to your account.

Q:
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.

Q:
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.”

Q:
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.”

Q:
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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