FAQs

GoToAssist Remote Support is a web-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 Center and tool set can be accessed from any Internet-connected computer or via the GoToAssist iPad app.

GoToAssist Monitoring is a unified web-based platform that lets IT pros inventory, monitor and manage all devices (PC and Mac), servers and networks within their IT environment, locally or worldwide. Simple to deploy, the GoToAssist Monitoring module discovers every device, delivers proactive alerts for critical servers and applications in real time, monitors performance, network usage and bandwidth consumption and tracks configuration changes and much more.

GoToAssist Monitoring can seamlessly integrate with the easy-to-use GoToAssist Remote Support module to provide the optimal solution for IT management.

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

Absolutely. GoToAssist Remote Support and Monitoring are integrated into a unified platform. You can go directly from monitoring the status of a server to connecting to it to resolve issues. With GoToAssist Monitoring, you gain total visibility into your IT infrastructure and proactively identify issues before they become serious headaches. Either module can be bought individually or together. Start with one and upgrade at any time.

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

With GoToAssist Remote Support, you can deliver support from a Mac and also provide remote support to Mac users. However, some features are not currently available with Mac Support, including Reverse Screen Sharing, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.

GoToAssist Monitoring collects information from devices running different operating systems, including Windows, Linux and Mac OS. It is worth noting that GoToAssist also provides an open API for submitting information to the search index, so it is possible to collect data from any source by having a script submit the data directly. However, the GoToAssist Crawler must be run from a Windows system.

You can run the Crawler from any Windows computer connected to the network you want to spider. Once done, you can log in to your account to monitor your systems from any computer with an Internet-connection.

Crawler requirements:

• Internet connection
• Windows® 7, Vista, XP or 2003 Server
• 1GB of RAM or more is recommended
• Internet Explorer® 7.0, Firefox® 3.5, Safari 3.0, Chrome™ 5.0 or the latest version of each web browser

With GoToAssist Monitoring, you can ensure that all mission-critical services are up and running 24/7. Monitor all networks, servers and devices to track performance and identify problems. Set up alerts to create proactive notification of issues before they disrupt normal business operations.

Demonstrate your business value by identifying issues and generating reports with GoToAssist Monitoring. Highlight developing needs and critical shortages and then offer new services to increase your revenues and your client's satisfaction.

GoToAssist Monitoring offers an easy, intuitive interface with powerful tools for gaining visibility into your entire IT infrastructure – all at a lower price point than comparable tools on the market.

As a SaaS-based, unified solution, GoToAssist Monitoring frees you from the burden of maintaining multiple or premised-based solutions. It comes with 24/7 support and free updates to ensure state-of-the-art IT management. In addition, you can receive alerts via text or email and access the web-based Management Center and robust tool set at any time, no matter where you are.

Unlike other monitoring tools, GoToAssist comes with an optional integrated Remote Support solution for fast, seamless problem resolution. Once you identify issues with GoToAssist Monitoring, you can immediately access the machine with GoToAssist Remote Support to remedy the problem.

For each paid seat of GoToAssist Remote Support, you can manage up to 100 unattended machines (in addition to unlimited live sessions). So, if you have 3 paid seats of GoToAssist Remote Support, your team can remotely connect to up to 300 devices.

For GoToAssist Monitoring, the number of devices is specified by your subscription. If you have a subscription to both the Monitoring and Remote Support modules, the number of devices is added together. For example, if you have 3 Remote Support seats giving you access to 300 unattended machines and you have a 250-device GoToAssist plan, then you can use GoToAssist Remote Support to remotely connect to up to 550 unattended machines.

The Crawler is key to GoToAssist’s monitoring capabilities. It’s a small, efficient discovery agent that securely gathers IT information about your network, devices connected and software installed. The Crawler securely delivers the data to the GoToAssist search index, in a separate and unassailable location that only you have access to. You then can mine this rich data to visualize and analyze it. The Crawler's software footprint is small: you can install it on a single computer or server to scan your entire network.

Learn more about the GoToAssist Crawler.

Search is a great solution for any problem that requires on-the-spot investigation. It is particularly good for IT because lots of complex and hidden relationships exist between the computers, networks and users. GoToAssist Monitoring starts by automating the collection of all of the IT data and then it provides search, analytics and dashboard tools to probe and understand the collected data.

It's up to you. In many cases, our customers are eliminating their current point solutions and are using the saved maintenance fees to pay for GoToAssist. If that is not an option, GoToAssist complements any systems that you already have in place. GoToAssist Monitoring gives you the ability to proactively answer questions about computers, networks and users before something catches on fire.

The GoToAssist Crawler only needs to be installed on one computer. From there, it will connect to other devices and computers over the LAN to collect their information. The Crawler needs credentials for these other devices (such as SNMP community strings, SSH logins or Windows domain credentials) so that it can log in to them and get the information. The credentials that you enter are only used by the Crawler and are not uploaded to, or stored in, the search index.

Yes. Simply set up an account for each of your clients, download a Crawler and run one instance at each client, and then invite yourself to view the information. All of the companies will roll up into one account for you to manage. GoToAssist is multi-tenant. Note that although the Crawler runs at each client location, you view the data through your account and a web browser. This means that there is no hardware or software for you to install at your location.

After you create a GoToAssist Monitoring account, you install the GoToAssist Crawler – the small, efficient discovery agent that securely gathers IT information about your network.

A wizard takes you through the easy installation and configuration process. The Crawler defaults are pre-set for optimum out-of-the-box performance. You can also modify and fine-tune them at any time. Initially, the Crawler scans every system that it detects. This may take some time, depending on the size of your network. After that first scan, the Crawler rescans your network every 24 hours by default to track any new installations or configuration changes to your network and to monitor server health, performance, and more.

To learn more read the Guide for setting up GoToAssist Monitoring.

You can customize your GoToAssist Dashboards to show a wide variety of information, spotlighting what is top priority for you. Use Dashboards to display network, inventory, server health, VMware data and searches that you've saved. Your Dashboards are continually updated by the Crawler.

Alerts can be sent to you by email or SMS, depending on your preferences.

Yes, you and your clients can trust GoToAssist Remote Support and Monitoring solutions because they have the same security architecture as all Citrix Online products: 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.

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

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 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.