GoToAssist

• GoToAssist is a cloud-based tool set for IT support teams and customer support organizations.
• GoToAssist was originally developed by Expertcity, which was founded in Santa Barbara, California in 1997.
• In December 2003 Citrix Systems of Fort Lauderdale, Florida, acquired the GoToAssist service and its developer, Expertcity for $225 million, half cash and half stock.
• It allows technical-support representatives to remotely identify and solve users problems in real time.

• It has three modules, remote support, IT monitoring and service desk management.

Remote support

• GoToAssist remote support enables users to access and control remote computers and other internet-connected devices in order to provide technical support.
• It enables support professionals to resolve their customers technical issues using screen sharing, mouse and keyboard control and other tools.
• You can connect your customer's giving them a connection code to enter on a website or sending them an email link.

Service desk

• GoToAssist Service Desk is an easy-to-use cloud-based application that helps you manage your IT services.
• It covers the full spectrum of managing a service, from dealing with customer issues to implementing changes and mapping your assets and infrastructure.
• Service desk smoothly integrates with GoToAssist remote support from a service desk ticket, so you can easily and quickly launch a remote support session.

IT monitoring

• IT monitoring means simply sending a ‘ping’ to the device and awaiting a response.
• If a response is obtained, then the user can be assured that the server or router or switch is up and hasn't been powered off or crashed etc.
• This function allows a system administrator a simple view into their IT estate, and to ensure that IT systems are available at the most basic level.

Advantages

• Screen sharing.
• Web based ASP solution, no need to install software.
• Online management and report retrieval.
• File transfer for moving files between computers.
• Multi-monitor support for a client PC.
• Mac, Android and BlackBerry support.