FAQs
Get answers to all your GoToAssist questions or contact Global Customer Support.
GoToAssist is a web-based remote-support technology that enables support professionals to resolve their customers' technical issues online using screen sharing, mouse and keyboard control and other tools.
Designed for multi-agent support organizations, GoToAssist offers advanced administration, reporting and integration features so customer contact centers and help desks can achieve increased customer satisfaction and streamlined operations.
When your customer connects to a GoToAssist support session, they download a small, self-installing plug-in. Your support representative can then remotely view the customer’s desktop and control it with mouse and keyboard. During the live support sessions your customer can retake control of their computer just by moving their mouse.
As a SaaS-based, hosted service, GoToAssist is faster and more cost-effective to deploy and maintain than competing premise-based services. In addition, GoToAssist is a flexible, scalable solution that can grow and change to meet your organization’s evolving needs. On-going product updates are provided at no extra charge, and GoToAssist does all the IT work of maintaining the service for you. Plus, you get the advantage of an experienced team providing airtight security, with 100 percent end-to-end encryption.
Winner of many industry awards and backed by Citrix, GoToAssist holds numerous advantages over competing products.
GoToAssist is:
- Fast, dependable and easy to use
- Highly recommended by its customers, surpassing its competitors’ Net Promoter Scores by a wide margin
- A unique set of advantages including:
- 24/7 U.S.-based support and dedicated Account Manager
- Integrates into your CRM, including Salesforce®
- Not browser reliant: Your agents can run a small app on their computers to start sessions without having to open a browser.
- Reboot and Reconnect feature
- Silent, invisible session monitoring
- Free session recording and hosting for 90 days
- The market leader in the U.S. and worldwide according to both Frost & Sullivan and IDC
GoToManage Remote Support is designed for individuals or smaller support teams that don’t need the advanced administrative, collaborative and customer-queuing features that GoToAssist provides. In addition, GoToManage offers two powerful features purpose built for IT managers, consultants and MSPs: access to unattended machines and an optional remote IT monitoring module.
Visit the GoToManage overview page to learn more about this remote support solution for IT teams and individuals.
All GoToAssist Express functionality has been integrated into our new product GoToManage.
We are still fully supporting our GoToAssist Express customers and the GoToAssist Express product.
GoToAssist Express users can log in here.
GoToManage takes the award-winning remote support functionality of GoToAssist Express and adds the ability to have team members share unattended access to remote machines, plus an optional monitoring module for proactive network diagnostics and monitoring.
Also, GoToManage offers a more flexible back-end, allowing us to rollout additional tools for IT professionals within a single dashboard.
Absolutely. We invite you to try GoToManage free for 30 days to see what you think.
Important Note: You must use an email address not already associated with a GoToAssist Express account for your free trial. If, at the end of your trial period, you decide you’d like to switch, you will need to manually cancel your GoToAssist Express account and select the GoToManage plan that works best for you to avoid being billed for both products. Please note that your unattended machines will not carry over to your new GoToManage service.
If you decide to switch to GoToManage today, there is currently no way to automatically move your unattended endpoints and you will need to manually reconfigure them.
We will notify you once we have an automated way for you to migrate your account and existing unattended machines to GoToManage. You can expect more information in early 2012 about this.
To talk to a sales executive, call us toll-free at 1 855 263 2838. Or sign up online to request more information. You can also contact GoToAssist Global Customer Support
You can sign up online to request more information Or to talk to a sales executive right away, call us toll-free at 1 855 263 2838 or direct dial +1 805 690 5729.
To request a free trial or a live, personalized demo, please supply your contact information. To immediately speak with a product representative, phone toll-free at 1 855 263 2838 (U.S.), direct dial +1 805 690 5729 or contact one of the Citrix Online worldwide sales offices.
When you purchase a monthly or annual GoToAssist plan, you get:
- Full features and functionality for a flat-fee with no hidden costs, server maintenance, IT staff or other "extra" charges.
- Dedicated account manager
- 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 guidance on Best Practices.
Current GoToAssist customers who are interested in GoToManage should contact their account manager or GoToAssist Global Customer Support.
GoToAssist has many payment options, including submitting a purchase order. For more information, contact our sales team toll-free at 1 855 263 2838 or direct dial +1 805 690 5729.
Yes, you and your clients can trust GoToAssist remote-support solutions because they have the same security architecture as all Citrix Online products do: 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.
Learn more about GoToAssist’s security guarantees.
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 GoToAssist. No matter how large or small your support department, you benefit from enterprise-level uptime and reliability when you use GoToAssist. In other words, GoToAssist is always ready for you.
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 Citrix Online's servers without reconfiguring firewall settings.
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.
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.
GoToAssist is designed to help you support as wide a range of people and computers as possible; it will even work if you are supporting end users with old or outdated systems.
To run a GoToAssist support session, your representatives need:
- Windows® 7, Vista or XP; Windows Server 2003 or 2008
- Internet Explorer® 8.0 or later or Mozilla® Firefox® 6.0 or later
- The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
- Minimum of Pentium® 1 GHz with 128MB of RAM (recommended)
- A stable 56k or better Internet connection (recommended)
- 17-inch monitor or larger (recommended)
- Monitor set to highest possible resolution (minimum of 1024 x 768 recommended)
To join a GoToAssist support session, your customer needs:
- Windows 7, Vista, XP or 2000; Windows Server 2003 or 2008; Mac OS® X v10.4 or later
- Internet Explorer 7.0 or later, Mozilla Firefox 6.0 or later or Safari® 5.0 or later
- The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
- 28.8Kbps or greater connection, (56k recommended)
- Pentium-class PC (recommended)
To join a FastChat support session, your customer needs:
- Windows 7, Vista or XP; Windows 2003 Server, Mac OS X v10.4 or later or Linux variants (e.g., OpenSUSE, RHEL, Ubuntu)
- Internet Explorer 7.0 or later, Mozilla Firefox 6.0 or later or Safari 5.0 or later
- Adobe® Flash Player 10.0 or newer
- Ability to make direct outgoing TCP connections
- 28.8Kbps or greater connection (56k recommended)
GoToAssist Mobile Support
BlackBerry® models supported are devices running BlackBerry operating system 4.3 and higher, including:
- 8200 Series (Pearl™ Flip)
- 8300 Series (Curve™)
- 8500 Series (Curve)
- 8800 Series
- 8900 (Curve)
- 8800 Series
- 9000, 9600, 9700 Series (Bold™)
- 8800 Series
- 9630 (Tour™)
Android™ models supported are devices running Android operating system 2.2 and higher, including:
- Motorola Droid® 3
- Motorola Atrix™
- Samsung Galaxy S™
- Samsung Nexus S™
- Samsung Nexus S 4G
- HTC Thunderbolt™
- HTC EVO™ 4G
Log in to download the software.
Because GoToAssist is provided as a turnkey managed service, it generally takes less than 48 hours to provide all representatives with the ability to remotely access and support customer desktops. It does not require IT staff involvement to install, set up or configure software or firewalls.
Your personal account manager will be available to help you every step of the way. Our U.S.-based GoToAssist Global Customer Support department is open 24 hours a day, 7 days a week. We also provide training videos, help guides and best practices guidance to help you optimize your GoToAssist rollout.
It takes approximately 45 minutes to an hour to train a representative to use the GoToAssist interface. (Did we mention that we provide free training?)
No, your customers join GoToAssist support sessions as your guests, for no additional charge. When they enter a session, the software installs on demand.
You can configure GoToAssist to enable your customers to request support from your own website or from a designated support site.
Yes, you can customize your GoToAssist support options to offer your customers download-free chat-only support. With GoToAssist’s integrated Chat feature, your support representative begins the session by communicating in a chat-only interface. If more robust support is needed, the rep can escalate the session to full screen-sharing remote support. (Download is required for screen sharing.)
Interested in a stand-alone chat solution? Consider FastChat, which is priced lower than the full GoToAssist remote support solution.
There is no size limit on file transfers.
There is no limit to the duration of a session. Your representatives can take as much time as necessary to resolve the problem.
No, your representatives can run as many sessions as they need. However, using Multi-Session they can only run 8 sessions concurrently.
The downloaded file stays on the customer's computer; however, any subsequent sessions will require a smaller download, which contains a new encryption key. The file ranges in size from 429KB to 544KB depending upon the GoToAssist configuration your organization has chosen.
There's no limit. Collaboration requests can be sent to one or more individuals or broadcast to all available representatives at once.
Yes, representatives can use GoToAssist to provide support to customers who experience technical problems on their Mac computers, but the representatives must still run their end of the session from a PC. However, some features are not currently available with Mac Support, including Reverse Screen Sharing, File Transfer, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.
Yes, with GoToAssist, representatives can deliver support to customers who experience technical problems on their Android-based smartphones or tablets, but the representatives must still run their end of the session from a PC. However, some features are not currently available with Android Support including Reverse Screen Sharing, File Transfer, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.
Yes, representatives can use GoToAssist to provide support to customers who experience technical problems on their BlackBerry smartphones, but the representatives must still run their end of the session from a PC. Some features, however, are not currently available with BlackBerry Support, including Reverse Screen Sharing, File Transfer, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.
Because of Apple’s proprietary operating system, it is impossible to remotely control or screen share with these devices, and there are no remote support technologies that do this. In the future, GoToAssist will be able to push profiles and chat with iPhones and iPads.
With GoToManage, we offer representatives the ability to provide remote support from their iPads so you can access computers and provide support on the go. Learn more.
You can select from among 15 languages for your GoToAssist customer and/or representative interfaces: Chinese Simplified or Traditional, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Portuguese (Brazil), Spanish and Swedish.
GoToAssist reports track important data such as customer and representative feedback, log-in and session activity, available licenses and more. Report on service levels with such important metrics as customer satisfaction, call-handling time and first-contact resolution. Your reports can be created on a daily, weekly or monthly basis or customized to cover a chosen date range. They can also be set to run automatically and be sent to a specified email address.
In addition to a variety of metrics reporting on individual agents’ call-handling speed and customer satisfaction ratings, you can view agent sessions in real time with Silent Monitoring or review session recordings at your convenience.
Yes, GoToAssist easily integrates with your existing infrastructure using our Web Services APIs and out-of-box integration package.
- Launch new GoToAssist sessions from your tickets or open new tickets in response to incoming support requests.
- Store GoToAssist session information in your CRM tool – in polling intervals, on demand or on a scheduled basis.
- View survey results and chat transcripts; replay session recordings; and analyze remote diagnostics captured during the session directly from your tickets.
- Now GoToAssist integrates with Salesforce. Initiate a remote support session directly from your Salesforce case record. All session details are automatically captured as Activity History in Salesforce. Read more in the GoToAssist for Salesforce Fact Sheet (PDF).
Learn more about GoToAssist's integration capabilities.
Yes, representatives can share seats, if the account has a concurrent subscription plan. However, sharing log-in credentials among representatives is not allowed, because it interferes with your ability to correctly track and audit individual participation in sessions and individual performance using GoToAssist’s reporting features. Each representative who will be using GoToAssist needs to have a unique log-in ID.
GoToAssist offers both concurrent and dedicated subscriptions. In a dedicated subscription, the seat is assigned to the individual support rep. In a concurrent subscription, individual support reps can share a pool of seats and still possess a unique log-in ID; the number of representatives that can use GoToAssist at any one time is then limited to the number of concurrent seats purchased. You can mix concurrent and dedicated subscriptions. In this manner, you can assign dedicated seats to representatives who need to be able to log in to GoToAssist even when your concurrent log-in limit is reached. We recommend you choose the combination of concurrent and dedicated subscriptions that will best meet your organization’s needs.
GoToAssist can be configured to support your compliance with the Health Insurance Portability and Accessibility Act and the Gramm-Leach-Bliley Act.
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