HELP FILE

Manage Shared Seats and Sessions

There are two types of seat subscriptions that are available to choose from in RescueAssist and GoToAssist Service Desk: named and concurrent (shared) seats. With concurrent seats, there is a limited number of shared sessions that can occur, which can be viewed and deleted as necessary to free up the ability for others on the account to host shared sessions.

Topics in this article:

About named and shared seats

Occupying a concurrent seat

Manage concurrent seats for agents

View agents by seat type

View and end shared sessions

About named and shared seats

Agents may be given access to RescueAssist and/or GoToAssist Service Desk through either of the following seat options:

  • Named seats – Named seats are assigned to a unique individual. If agents are assigned a named seat, this means that the assigned seat belongs to them and them only. This ensures that they will always be able to access their assigned product(s), regardless of how many other agents are also accessing it.
  • Concurrent seats – (i.e., "shared") seats are "open" to all agents on the account. If agents are assigned a concurrent seat, this means that they share a fixed number of seats with a potentially larger pool of agents (e.g., 15 or more agents may share 10 seats). As such, they will only be able to access their assigned product(s) if there is a free seat available for use (e.g., if there are 10 agents currently occupying 10 shared seats, the 11th agent must wait until a seat becomes available).

Note: For RescueAssist, only 1 seat type can be assigned to an account (either named or concurrent), but not both.

Need more seats? The admin (who is also the billing contact) can change the subscription plan to add more licenses.

Occupying a concurrent seat

Concurrent seats are considered “occupied” in the following situations:

RescueAssist

  • Agent is logged in to the agent app (on desktop or mobile) and has created a new session, but not actively connected to a customer (i.e., they have generated a new support key).
  • Agent is actively connected in an attended or unattended support session (from Windows, Mac, iOS, or Android).

GoToAssist Service Desk

  • Agent is logged in to https://desk.gotoassist.com (from Windows, Mac, iOS, or Android).
  • Agent is logged in to the GoToAssist Service Desk app for iOS.

Manage concurrent seats for agents

Admins or managers with "add/delete users" and "manage seats" privileges can grant and remove access to shared seats the same way they do so for named seats. This can be done manually or via automated provisioning.

View agents by seat type

You can use the filters in the Admin Center to view agents by their seat type (i.e., named or concurrent) as follows:

  1. Log in to the Admin Center at https://admin.logmeininc.com.
  2. Click Manage Users on the menu in the left navigation.
  3. Use the "Filter category" drop-down menu and select Seats.
  4. Use the "Filter by" drop-down menu and in the "By Seat" section, select your desired product (e.g., RescueAssist - Concurrent).

View and end shared sessions

  1. Log in to the Admin Center at https://admin.logmeininc.com.
  2. Select Manage Shared Sessions in the left navigation.
  3. All current shared sessions, the name of the agent, and their email address is displayed.
  4. To end a shared session, select 1 or more sessions and click End session.
  5. When prompted, click End session to confirm.

Related

Using the Admin Center

Set up device groups

Add users