HELP FILE

Starting Attended Support Sessions

You can either request to control the customer's device immediately, or start a chat-only session and request screen sharing or remote control when needed.

Attention: Does your product look different? You may need information about GoToAssist Remote Support v4. Click HERE.

Figure 1. GoToAssist Remote Support v5 support session routes

Actual procedures may vary slightly depending on operating systems. GoToAssist Remote Support v5 session initiation follows the usual operating system behavior.

Table 1. Remote View/Remote Control availability per operating system
Platform Remote View Remote Control
Windows Yes Yes
Mac Yes Yes
Android Yes Yes
Note: Remote Control for Android is officially supported on Samsung (with Knox), LG, Motorola, and supported versions of Huawei devices with dedicated add-ons. Version 2.1.0-217 (and above) of the GoToAssist Remote Support Android app offers Remote Control for additional brands.
Important: For the use of the remote control feature, customers on supported versions of LG and Huawei devices need to download a free mobile add-on app. The GoToAssist Remote Support Android app guides affected users through the simple installation of the required add-on app.
Chrome OS Yes No
iOS Yes No
Note: The availability of the Remote Control feature also depends on an account-level setting in the GoToAssist Remote Support Administration Center.