HELP FILE

Manage Shared Seats and Sessions

How do I manage shared seats and sessions?

There are two types of licenses (i.e., seats) that are available to choose from in GoToAssist Remote Support v5,GoToAssist Remote Support and/or GoToAssist Service Desk: named licenses and concurrent (shared) licenses. Named licenses are dedicated seats that are assigned to individual user accounts. With concurrent licenses, there is a limited number of seats that can be shared among your pool of user accounts. Shared seats can be viewed and managed in the Admin Center, where admins can clear a seat as necessary to free up the license and grant the ability for others on the account to use the seat.

About named and shared seats

Agents may be given access to GoToAssist Remote Support v5, GoToAssist Remote Support and/or GoToAssist Service Desk through either of the following seat options:

  • Named licenses – 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 licenses – (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).

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

Occupying a concurrent license in GoToAssist Remote Support v5

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

  • Agent is signed in to the GoToAssist Remote Support v5 Agent Console 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).

Signing in when all shared licenses are occupied

Agents with a shared GoToAssist Remote Support v5, GoToAssist Remote Support, and/or GoToAssist Service Desk seat will see the following difference (as opposed to those with named seats) if all shared seats are occupied :

  • When an agent tries to sign in to the agent app (desktop or mobile), they'll encounter the following message, "All shared seats are in use. To start a session, please wait for an available seat."

You can wait for an available seat, or ask an admin to manually clear a shared seat that is not in use.

Manage concurrent licenses 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. Select 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., GoToAssist Remote Support v5 - Concurrent).

    Filter by seat type

View and end shared sessions (clear a seat)

  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.

    Manage shared sessions