HELP FILE

Features Overview for the GoToAssist Remote Support v5 Agent Console

    This article gives an overview of all the in-session features and functionalities available for users of the GoToAssist Remote Support v5 Agent Console. Available features are presented broken down by session type.

    Tip: Where applicable, a link to the respective dedicated support article is provided for detailed information about the given feature.
    Chat-Only Sessions:
    Chat
    The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
    Send Files
    The agent and the customer can send each other files during any active session.
    System Info (Diagnostic Reports)
    The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
    Session Notes
    The agent can take notes during a session. The notes can be viewed in session reports.
    Transfer Session
    The agent can pass a support session to another active GoToAssist Remote Support v5 agent.
    Restriction: Session transfer is not available in the Agent Desktop Console.
    Remote View Sessions:
    Chat
    The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
    Send Files
    The agent and the customer can send each other files during any active session.
    System Info (Diagnostic Reports)
    The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
    Session Notes
    The agent can take notes during a session. The notes can be viewed in session reports.
    Transfer Session
    The agent can pass a support session to another active GoToAssist Remote Support v5 agent.
    Restriction: Session transfer is not available in the Agent Desktop Console.
    Snapshot
    The agent can create a screen capture of the customer's device.
    Reverse Screen Share
    The agent can share their screen with the customer during a Remote View or Remote Control session, so they can provide visual guidance to the customer without taking control of the customer's device.
    Restriction: Reverse screen sharing is not available in the Agent Desktop Console.
    Zoom
    The agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.
    Remote Control Sessions:
    Chat
    The support agent can engage in a two-way chat with a customer without requiring the customer to download any software.
    Send Files
    The agent and the customer can send each other files during any active session.
    File Browser
    During a Remote Control session, the agent can browse and download files from the customer's device using the FILE BROWSER button on the toolbar in the top-right corner of the Agent Console.
    System Info (Diagnostic Reports)
    The System Info tab provides a snapshot of the current status of the customer's device to help the agent troubleshoot problems.
    Session Notes
    The agent can take notes during a session. The notes can be viewed in session reports.
    Snapshot
    The agent can create a screen capture of the customer's device.
    Reverse Screen Share
    The agent can share their screen with the customer during a Remote View or Remote Control session, so they can provide visual guidance to the customer without taking control of the customer's device.
    Restriction: Reverse screen sharing is not available in the Agent Desktop Console.
    Zoom
    The agent can zoom in and zoom out on the customer's screen to get a more or less detailed view.
    Clipboard Sync
    The agent can use the Clipboard Synchronization feature to transfer text in both directions between their computer and the customer's device during an active Remote Control session.
    Monitor Switch
    If multiple monitors are connected to the customer's device, the agent can select which monitor they want to view during a Remote Control session.
    Add Unattended Device
    The agent can set up unattended access to the customer's device by adding it to the Devices list during a Remote Control session.

    For other methods of setting up unattended support, see Setting Up Unattended Support on Desktop.

    Admin Mode
    The agent can use the ADMIN MODE button to restart the GoToAssist Remote Support application on the customer's machine as a Windows System Service or a Mac daemon. In admin mode, the agent can set up unattended access or log in as another user.
    Ctrl+Alt+Del
    The agent can use the CTRL+ALT+DEL button during a remote control session to log in to the customer's computer with different credentials or to access the Task Manager.
    Restriction: This feature is only available when supporting Windows computers.
    Reboot
    The agent can restart the customer's computer to aid with software installation, upgrades, or technical issues. The agent can use the reboot feature to initiate a restart of the customer's computer and have it automatically reconnect to the same support session.