Hi! Welcome to GoToAssist Remote Support v5 Help

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Support for Multifactor Authentication

Users now have the ability to set up multifactor authentication as an added layer of security when signing in to their GoTo account. Users can begin the enrollment process and manage their paired mobile devices within the "Enhanced Security" section on the Sign In & Security page at https://profile.logmeininc.com/signin-security. Once set up, the user will be prompted to enter a code from their authenticator app in order to access their GoTo product account going forward.

Note: If a user pairs their mobile device but disables the Enhanced Security setting, the user may still be prompted to verify their login via the paired multifactor authentication device (which is done via email verification when no device is paired) for security purposes when they sign in to their account.

Previously, multifactor authentication was only supported for GoToAssist Remote Support (v4 and v5) users. These existing users (who have already paired a mobile device with their account) will not be impacted by these changes, and their paired mobile devices will automatically be recognized and listed within the Sign In & Security page, now under the "Enhanced Security" section. However, those GoToAssist Remote Support users will still need to enable the Enhanced Security setting, which will improve their login security by leveraging multiple factor and risk-based scores.

New & Refreshed User Roles

The user roles in the classic GoTo Admin Center have been updated (within the User Details page, per user and on the Add Users page) to the following:

• (New!) Member – An end user with no classic GoTo Admin Center access (this role is newly listed but was previously applied when the "Administrator for this account" setting was disabled).
• Manager – A user with classic GoTo Admin Center access and selected permissions and specific groups. If no groups are selected, the manager can manage the selected permissions for all users in the account.
• Admin – A manager with all permissions except to manage other admins.
• Super Admin – An admin with all permissions, including managing other admins (this role has been renamed, and previously applied when the "Full access to all account privileges" setting was enabled).

All permissions available for the Manager role remain unchanged (e.g., Add and Delete Users, Manage Products, etc.).

Support for Multiple Subgroups and Assignments

The user groups in the classic GoTo Admin Center now support assigning multiple subgroup levels (e.g., Group > Subgroup 1, Subgroup 2, Subgroup 3, etc.), and those subgroups can be assigned to either another subgroup or a parent group (e.g., Subgroup 3 can be assigned to Subgroup 2, Subgroup 1, or Group). Additionally, a tooltip will display the full list of group/subgroup(s) on both the User Details and Manage Users pages if the name of the group/subgroup exceeds the character limit.

Note: Each parent group and/or subgroup name must be unique.

Previously, only a single subgroup could be created (e.g., Group > Subgroup), and each subgroup could only be assigned to a parent group (i.e., subgroups could not be assigned to other subgroups).

If a user – who is already assigned to groups/subgroup(s) – has their user group assignment changed within User Details, the user will become unassigned from all existing groups/subgroup(s) and only assigned to the updated group/subgroup(s).

• Updated the text for "Jive PBX Extension" to "GoToConnect PBX Extension" in the Edit attribute mapping configuration window.
• Fixed an issue in which the user was not able to resize the Active Directory Connector window.

• All references to the following texts have been updated throughout the classic GoTo Admin Center:
  • Seats has been changed to Products on the Manage Users page (for both the Filter category when filtering users and when assigning products to a bulk set of users), updating a user's account role , and within error messages.
  • Suppress email notification has been changed to Do not notify users about this change on the Edit User page when a user's product access and/or role has changed
  • Logged in and loggedout have been updated to signed in and signed out on the Two-Factor Authentication pane in Admin Settings
• Added feature description to the Custom Field pane in Admin Settings. Learn more about managing custom fields.
• Updated User Status feature so that accurate messaging with further instruction is reflected within their status on both the Manage Users and User Details pages.
• Fixed issue in which the "Status" tooltip window was displayed as transparent on the Manage Users page.
• Fixed issue in which the Custom URL radio button can be selected within the Personal Meeting Room pane in Admin Settings.
• Fixed issue in which the account name value was missing in user invitation emails.

Updates to "Invite User" Flow

Admins can now invite users that have an active profile in another account, and those users can choose to accept or decline the invitation. If accepted, their user profile will move to the new account, along with their session history, upcoming scheduled sessions, and recordings. If users do not take action, admins can resend the invitation or delete them. Previously, users (whose profiles already existed in our system) were required to contact Customer Care in order to transfer to a new account.

Updates to Product Logos for User Statuses

Admins can now easily recognize users who have been invited to join their account but have not yet activated their account by the hollow product logos () displayed for the user under the Product status column on the Manage Users page. Alternatively, when the user joins the admin's account, their product logos are filled in (). Previously, the product logos were filled regardless of status. View more information about changing user statuses.

• The "Delete Users" window includes more details on how to retain user data if needed.

• All references to the following texts have been updated throughout the Admin Center:

  • Suppress email notification has been changed to Do not notify users about this change when a user's product access and/or role has changed
  • Invited has been changed to Invite sent under the user Status column
  • Reinvite has been changed to Resend under the user Status column for re-sending the Welcome email invitation

Manage Report Access for Agents

Account admins can now configure the "Access to recordings and reporting" pane in Admin Settings to choose between allowing agents to access both session recordings and reporting for all users, or only allowing agents to access their own session recordings (which excludes reports). Previously, this account-wide setting could only be configured for session recordings, not reports.

Note: By default, admins are able to view all reports and session recordings for agents.

Additionally, all existing accounts before this release will continue to be configured to allow all agents to access all recordings and reports, whereas all accounts created after this release will be configured to restrict agents to access only their own recordings and excludes access to reports. However, this account-wide restriction/allowance privilege can be changed for all users within the account's Admin Settings.

• Fixed issue in which scrolling through data displayed tables was not rendering properly when using Safari.

• Fixed issue that caused overlapping text when resizing the browser and GoToAssist Remote Support is listed among other products under the New User Settings Template pane.

New Email Templates Available to All Admins

All account admins are now enabled to use the new Welcome and Assignment Change email templates, which were introduced to most accounts in a previous release. Admins can view and configure these new email templates within Admin Settings under Email Customizations.

Ability to Change Account Name

Account admins can change the account name of their GoTo product account within Admin Settings. Previously, account name changes could only be performed by Customer Care representatives.

New Welcome and Assignment Change Email Templates

The Welcome email and Change email templates have a new look and feel! Note that any customizations made to the previous template will also be carried over to the new template.

Note: This feature is being rolled out in a phased manner. This release enabled it as the default setting for most accounts (with the ability to opt-out, if desired), and made it available as an opt-in feature for other accounts – both of which can be configured within Admin Settings under Email Customizations. All new accounts will only see the new email templates and be unable to opt-out. A future release will make it the default setting for all accounts.

• Fixed issue that caused inaccurate product entitlements in the user account when assigning conflicting products.

RescueAssist has rejoined the GoToAssist family as GoToAssist Remote Support v5

Accordingly, the existing GoToAssist Remote Support offering is now referred to throughout the product as GoToAssist Remote Support v4.

As a result, the following services will inherit these changes throughout:

• Classic GoTo Admin Center at https://admin.logmeininc.com
• Login Service at both https://up.gotoassist.com and https://console.gotoassist.com
• My Account page at https://myaccount.logmeininc.com
• Profile Management at https://profile.logmeininc.com
• Billing Center at https://billing.logmeininc.com
• Client Management Portal Services at https://developer.logmeininc.com

Agents can locate the product version number they are currently using in their account details by clicking the user account drop-down menu in the top right of the agent console at https://up.gotoassist.com (GoToAssist v4) and https://console.gotoassist.com (GoToAssist v5) and viewing the "Current Version" listed. Learn more.

Ability to choose time frame for "inactive" status

Admins can now choose the time frame (i.e., 30, 60, or 90 days) for when the users within an account display an "inactive" user status due to not signing in and authenticating. Learn more about user statuses.

• Replaced generic messaging with appropriate detailed messaging for when a new user could not be added because their email address is already in use. Learn how to fix this.
• Updated messaging for COVID-19 Remote Work Kits to inform admins that these kits are available until June 30, 2020. Learn more at www.gotomeeting.com/work-remote.

Released March 18, 2020

• New! Admins now see a new COVID-19 Announcement message providing information about our Free Emergency Remote Work Kits. Learn more.
• Bug fixes and other minor improvements

Released March 05, 2020

• New! Admins can now enable or disable Room Launcher across all GoToRoom systems in the account. Learn more
• Fixed: Checkboxes for configuration settings now display correctly across all web browsers and platforms

Released February 20, 2020

• New! An informative message now displays for admins advising that they can enable 14 additional toll numbers for new and existing users – see all available phone numbers (GoToMeeting, GoToWebinar, and GoToTraining only)

Released February 06, 2020

• New! Admins can now suppress email notifications so users are not notified of product(s) and/or role changes made to their account
• Fixed: The "Need help?" widget now displays on all pages in the Admin Center
• Fixed: The GoToMeeting "Share Recordings" option has been removed from the Cloud Recordings Features pane as we have added security features on the organizer level
• Fixed: "Personal Logo" tooltip reminding users that the setting is only available in the previous version of GoToMeeting
• Fixed: Minor changes to support the Accept Payments feature for all users (GoToWebinar only)

Released December 18, 2019

• New! Debut of the in-product help widget within the classic GoTo Admin Center
• Improved: Updates to the default Welcome and Update email templates

Released December 05, 2019

• New! "Accept Payments" setup (beta)

Released November 18, 2019

• New! Invitation count for invited users
• New! "GoToMeeting Hub" and "New GoToMeeting Design" feature settings
• Improved: Assigned products for users in Activity report
• Improved: Enhancements to the Administrative Activity History
• Changed: Removal of OpenVoice Integrated
• Changed: Updates to toll-free numbers for China (OpenVoice only)

Released October 03, 2019

• New! Health status monitoring for GoToRoom systems and Devices
• Improved: Enhancements to the Activity History

• Session recording access management for agents
• Removal of custom wallpaper upload permission for managers (GoToRoom only)
• Bug fixes and minor improvements

Released June 28, 2019

• Organize GoToRoom systems from the classic GoTo Admin Center
• Redefined user statuses

Released June 04, 2019

• New detailed messaging for User Sync changes in Activity History
• Ability to generate a report in Activity History
• Improvements to Support access

Released: May 02, 2019

• New GoToAssist Remote Support v5 Clipboard Sync setting in Admin Settings
• Ability to manage time zone settings for users
• Lighter look and feel in classic GoTo Admin Center
• Enhancements to the Activity History

Released: January 31, 2019

• Ability to customize the contact info for Welcome emails
• New "Email customization" pane in Admin Settings