Remote Support

Empower your IT team with live and unattended remote support

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

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

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.


Mobile Device Remote Support

Deliver support from anywhere using your iPhone, 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.

You can also provide support to iPad and iPhone users
and their mobile devices. Conduct secure chat session,
update profiles and configure device settings.

Learn more about GoToAssist mobile device support.

Customer-Initiated Support

Let your customers request help from anywhere.
Integrate GoToAssist in your website, social suppor
t community or self-service portal with Customer-Initiated
Support. Customers connect with support reps via Chat
and seamlessly transition to a screen-sharing session if

GoToAssist currently integrates with Get Satisfaction Communities.

Learn more about Customer-Initiated Support.

Key Remote Support Features

Deliver remote support anytime from anywhere

Initiate remote support sessions directly from the web UI, your system tray or from your iPad or Android device. No matter where you are, always be ready to deliver fast support.

Learn more about GoToAssist mobile apps.

  • 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.*)

  • Mobile Device Support

    Provide support to users’ iPad, iPhone and Android devices.

  • Multi-Session

    Each support technician can support up to 8 customers at a time on their Mac or PC.

  • 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.

  • Team Collaboration

    Reps can invite other support reps to join their remote support sessions for quicker issue resolution.

  • Integration APIs

    Integrate with existing infrastructure and other applications.

  • 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 (includes Send-Ctrl-Alt-Del).

  • Session Reporting

    Take notes during and at end of sessions, assign unattended sessions to companies and track time spent supporting users.

  • Session Transfer

    Support reps can transfer remote support sessions to another rep (tier 1 to tier 2).

  • Session Recording

    Use the optional recording feature to capture active support and chat sessions for auditing and training. Recordings are stored for 90 days and can be downloaded to your archive.

  • Remote Desktop Support (RDP)

    Provide attended support for individual RDP sessions.

  • Wake-on-LAN (WoL)

    Wake computers that are in sleep mode or powered off to provide unattended support.

*Features not available with Mac Support include Reverse Screen Sharing, Annotation Tools and Reboot/Reconnect.

Integrated Service Desk Module (optional)

The perfect companion to GoToAssist Remote Support, GoToAssist Service Desk provides a simple, intuitive way to more effectively manage your IT service desk operations. Provide exceptional customer support by managing incidents, problems, changes, releases, self-service and configuration items. Purchase with GoToAssist Remote Support for a seamless integrated IT toolset that delivers greater efficiency and ease.

Resolve problems even fast by starting remote support sessions within service desk tickets. Support session notes and recordings can be synched to tickets for record keeping and training.

Learn more about Service Desk