HELP FILE

Manage Shared Licenses and Sessions

There are two types of licenses 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 licenses that are assigned to individual user accounts. With concurrent licenses, there is a limited number of licenses that can be shared among your pool of user accounts. Shared licenses can be viewed and managed in the LogMeIn Admin Center, where admins can clear a license that is in use as necessary to free it up and grant the ability for others on the account to use the license.

About named and concurrent licenses

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

  • Named licenses – Named licenses are assigned to a unique individual. If agents are assigned a named license, this means that the assigned license 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 – Shared licenses are "open" to all agents on the account. If agents are assigned a concurrent license, this means that they share a fixed number of licenses with a potentially larger pool of agents (e.g., 15 or more agents may share 10 licenses). As such, they will only be able to access their assigned product(s) if there is a free license available for use (e.g., if there are 10 agents currently occupying 10 shared licenses, the 11th agent must wait until a license becomes available).

Need more licenses? 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 licenses 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 license will see the following difference (as opposed to those with named licenses) if all shared licenses are occupied:

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

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

Manage concurrent licenses for agents

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

View agents by products

You can use the filters in the Admin Center to view agents by the products assigned to them as follows:

  1. Sign in to the LogMeIn 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 Products.
  4. Use the "Filter by" drop-down menu and in the "By Product" section, select your desired product (e.g., GoToAssist Remote Support v5 - Concurrent).

    Filter by product

View and end shared sessions (clear a concurrent license)

  1. Sign in to the LogMeIn 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 one or more sessions and click End session.
  5. When prompted, click End session to confirm.

    Manage shared sessions