Welcome to GoToAssist!
GoToAssist is a robust, cloud-based support solution that offers IT professionals an integrated suite of support tools that allow them to deliver amazing support to their own customers.
Simple, fast and secure, GoToAssist is perfect for IT consultants, managed services providers, internal or external support teams, contact centers, and more. Seamlessly employ 2 distinct IT tools – Remote Support and/or Service Desk – from one integrated platform.
Topics in this article:
Which modules are right for me?
The GoToAssist product offers a suite of integrated modules that each provide a tailor-made solution for a different aspect of the customer-support process. Before you start configuring your new account, it can be helpful to think about what needs you are trying to meet.
- Front-line support – Do you need to enable on-demand interaction between your customers and your IT team? Use the Remote Support module!
- Incident management – Do you need to manage the recording, tracking, prioritization, and reuse of customer calls or issues? Try the Service Desk module!
To configure and implement the account to best support your needs, it helps to first need to understand how the GoToAssist system operates. As shown below, it is made up of 1 cloud-based platform that can include one or both of the customizable modules.
All GoToAssist accounts include the following features:
|Remote Support module||Service Desk module|
This module allows agents to quickly deliver live or unattended technical assistance to customers.
This module allows agents to efficiently manage, track, and resolve issues and projects using a customized service-management system (i.e., incident ticketing). See the Service Desk support site here.
How do the modules interact together?
The GoToAssist modules are each designed for a specific business need. Where those needs overlap, GoToAssist offers powerful synergies. You can start with either one of the modules, or add multiple modules to your account to take advantage of our solutions.
|Remote Support + Service Desk|
This combination provides a more efficient way to manage your IT service desk operations. Agents with access to both modules can use the following integrations:
Get started with Remote Support
This is the essential service for your front-line IT support organization. Remote Support provides your IT agents and support staff with hands-on access to attended or unattended network devices from desktops or mobile devices. Your customers and IT staff can share screens and transfer files during a routine support call to facilitate agent troubleshooting, configuration, and problem resolution. In addition, a small resident application installed on unattended servers and computers enables agents to access or reboot a machine remotely whenever necessary. A customer support portal automatically connects customers who are experiencing issues to available agents. Support sessions can be tracked, recorded and managed to optimize your support delivery. For more information, please see the GoToAssist Remote Support Agent Quick Start Guides for Windows and Mac.