Remote Support
Empower your IT team with live and unattended remote support capability.
IT professionals, consultants and managed service providers can quickly deliver live and unattended technical assistance with GoToAssist’s powerful remote support software.
Unlimited Live End-User Support
Transition from a support call to an online support session with just one click. Access and control end users’ PC and Mac computers to resolve issues quickly.
Access and Control Unattended Computers
Unattended Machines
An unattended machine is a server or computer that you need to access but does not have a user currently at the keyboard.
GoToAssist Remote Support includes access to up to 100 shared unattended machines per Technician subscription. With 3 Technician subscriptions, each Technician can share access to 300 unattended machines.
Deploy a small piece of software ahead of time and you can connect at any time to unattended machines for emergency work or routine maintenance.
- Support remote computers and servers without an end user present.
- Share access to unattended machines among team members.
Team-Based Support
Using your personal web-based Management Center, you can set up multiple technicians with GoToAssist Remote Support, assign permissions to them and specify which unattended machines they can access. Set up as many IT sites as you need.
Provide Remote Support from Mobile Devices
Deliver support from anywhere using your iPad or Android mobile device. Instantly connect to computers and solve clients' technical issues for free. Access unattended machines and provide advanced remote support with a paid subscription.
Learn more about GoToAssist for iPad and GoToAssist for Android.
Customer-Initiated Support
Easily deliver better customer support with Customer-Initiated Support. Add Customer-Initiated Support to your social support channels and self-service portals, and with a click of a button, customers can request a chat support session. Support representatives can escalate the chat session to a full GoToAssist screen-sharing support session as needed.
Key Remote Support Features
- Two-Way Screen Sharing
- Both your customers and your IT technicians can share their screens.
- In-Session Chat
- Each technician can chat with up to 8 customers at a time.
- Mac Support
- Provide live remote support to both PC and Mac users – from either a PC or a Mac computer. (Some features not available on the Mac platform.*)
- Multi-Session
- Each support technician can support up to 8 customers at a time.
- File Transfer
- Useful for applying patches, sending URLs and receiving log files.
- Reboot / Reconnect
- Technicians can restart the customer's computer and automatically reconnect to the support session in progress.
- Remote Diagnostics
- Technicians can easily access your customer's system information using a customizable tool.
- Annotation Tools
- Both the technician and customer can draw, highlight and point to items right on the screen.
- Multi-Monitor Navigation
- Technicians can easily navigate around the customer's multi-monitor computer setup.
- Log-In as Administrator
- IT help desk admins can remotely log in to customer computers to perform system administrative tasks without interrupting the session in progress. (Includes Send-Ctrl-Alt-Del.)
- Session Reporting
- Take notes and track the time you spend supporting each client or user.
- Session Transfer
- Seamlessly transfer session to another support rep (tier 1 to tier 2).
*Features not available with Mac Support include Reverse Screen Sharing, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.
Integrated Monitoring Module (optional)
GoToAssist Monitoring is the perfect companion to GoToAssist Remote Support. The Monitoring module can be purchased with the Remote Support module or on its own. Monitoring provides team-based inventory management, server monitoring and network usage tracking capabilities and will proactively alert you when a key health or performance threshold is met.
