Support Agent Profile Picture
My clients would like to see a profile picture of me when we are working together, both in Agent and in Expert console. I see a place where a profile picture would usually go in the console, at the upper right, just beside my name, but I am unable to change it.MrsA8 months agoActive Contributor829Views1like1Comment
Support key feild allows cursor to not be at the beginning when clicked into
I would like to propose a feature request for the support key field on fastsupport.com. Currently this field allows a user to put their cursor anywhere in the 9 empty spaces. Many times, as a support agent, I work with customers who get really confused that they can't enter in the last 1 or 2 numbers of the support key that I give them. I have to explain that there is probably white space before the first number that they should delete. I would like this field to have the cursor placed at the very beginning of it when a user clicks into it, no matter where it is clicked. Thanks.JordanH842 years agoActive Contributor2.7KViews1like6Comments
Please allow us to invite other agents into a session in v5
My company has been using GTA v4 for years and only recently learned about v5. v5 has been helpful for us to connect to mobile phones but it's missing one big feature, which is being able to invite other agents to the call. We are all working remotely and sometimes it's difficult to troubleshoot problems on customer's computers by yourself. Plus we are trying to train new employees as well. So right now we are switching between v4 and v5 depending on what we need, but it would be very helpful to have all of that available in one product. Thank you.dweber4 years agoActive ContributorAccepted2.4KViews1like2Comments
Manage Inactive Unattended Devices
I am not seeing a way to see a list of all the unattended devices that have been inactive for a certain period of time. This is a must with a corporate environment where computers are constantly being decommisioned and replaced.derek_m12 months agoActive ContributorInvestigating4.8KViews1like6Comments
Show Computer Name of remote computer in Window Title
Currently, the Window Title only shows "GoToAssist", no matter which computer I am conecnted to. This should be changed so that the computer name or session name (in case of an Attended session), is shown in the Window Title.root744 years agoActive ContributorNew1.5KViews1like0CommentsBreak out support sessions across multiple monitors
Currently, it is a challenge and a pain to bounce back and forth from one tab to the next when dealing with multiple customers, or monitors. Because you have purchased LMI, maybe you could inherit some of those properties. Also, I would love to see a 'file explorer' much like LMI, where I don't instantly have to log into their session, but be able to transmit files without taking control of their desktop.Heidi1112 years agoActive ContributorDelivered2.3KViews1like1CommentTemplate or more customized email invitations & SMS invitations
I would like an option to send a customized email invitation. Either a template or signature grabbed from outlook or within the app itself. I would also love for there to be a button to send a SMS invitation.Adam Cleary2 years agoActive Contributor1.3KViews1like1CommentPlease fix your web interface for Chrome
The yellow arrow in Chrome points to the wrong part of the browser, making it very difficult to find the file and run it for support. If you don't download files often and don't know where they are, the big arrow is very misleading and hard to understand.sarah851268 months agoNew MemberNew257Views0likes0Comments
Match "Device Name" to "Host Name"
When we image new PCs, and install G2A as part of the imaging process, the Device Name remains the old name and the Host Name updates. This makes our list full of old Device Names rather than the names we give the PCs after imaging. There needs to be an ability to match the Device Name to the current Host Name, and in bulk..SunnyASG11 months agoNew MemberNew248Views0likes0CommentsBulk Select Devices in v5
Bulk select was in option in v4, and is no longer available in v5. This makes moving computers into groups, or deleting multiple computers, extremely cumbersome when you have many PCs with unattended support. Doing them one by one is extremely time consuming.SunnyASG11 months agoNew MemberNew361Views0likes0Comments
Re: GTA - Session Review
carolync I'm afraid GoToAssist does not currently have this ability. We can certainly consider it as an enhancement idea!AshC4 years agoRetired GoTo ContributorNew1.4KViews0likes1CommentUninstall Command for GoToAssist v5 Endpoints
Hey there is there any command I can manually run to uninstall the Remote Support Unattended Client? I can't seem to find anything anywhere. I need to uninstall it on 50+ computers so that we can revert back to v4.AC2054 years agoVisitorNew3.1KViews0likes6CommentsEnable copy and paste by default
Is there a way to default the copy/paste option to be turned on instead of me having to select it each time I'm in a session with someone? Also, is there a way to remove the trailing mouse pointer when i'm in a session? Before in v4 you could turn off the trailing mouse so that it's not confusing.cbmorehouse4 years agoActive Contributor1.7KViews0likes1CommentMinimize the tool bar in full screen mode
I use GotoAssist to provide remote tech support for OEM control system software on test facilities that my company designs and builds. Almost all of those systems are dual monitors. I personally have 3 monitors. To be able to see both remote monitors at the same time I stretch the gotoassist window to fill 2 of my monitors. The problem is, I cannot make the tool bar go away. Please add this feature. I want to make the toolbar go away so I can go full screen on two remote monitors. The control systems I support contain software that I authored. In most cases the control systems are running machines with dangerous energy levels that require that I see the feedback from multiple monitors simultaneously to safely control them from 1000 miles away. Please and thank you.BillDuBose2 years agoNew Member2.7KViews0likes3CommentsScreen sharing a rectangle or specific applications instead of entire desktop
When are we about to see a method to only share a regtangle of a screen with a customer and vice versa. Ultrawide monitors are becoming more populate and render GotoAssist useless. At this point the only work around is to manipulate the Screen resolution of the shared screen.lmouton2 years agoNew Member1.7KViews0likes1Comment
Embed Connection link in our Website
Hi, We are trying to embed the link to GoToAssist in our website and found the instructions below work as seen in the screenshot. https://support.logmeininc.com/gotoassist-remote-support#Embed My question... Is there a way to link to a cleaner looking page? We would like it without the background gradient and to be able to drop the "Be cautious... " section. Thanks for any assistance. It really doesn't look integrated with the site.TRUX12 years agoVisitor3.3KViews0likes3CommentsChat with or Ping a user at an unattended computer
Hi, for some of our sites we have all servers and all end user computers setup as unattended computers. Most of the time, users email in their issues and we quickly like to jump on their computer to resolve the issue, but ofcourse, without interfering with what they are doing. Many clients would be totally fine, if we via the unattended computer window, could initiate a chat only first, before actually taking over their screen. Or send them a "ping" that we are ready to start the session. Would be greaet if something like this could be built in in a future version of GoToAssist. Thanks, Rubenroot744 years agoActive Contributor1.4KViews0likes0CommentsRestrict Reporting & Recordings to Admin users
I think an important feature that should be implemented in a future build is the ability to restrict viewing or downloading recordings and reports to only admin users. Users who only have access to a few groups can view and download all recordings and reports, definitely a security and liability issue! Thx, JJohn41114 years agoActive Contributor3.1KViews0likes3CommentsList In-Session Users fot Unattended Computers
Hello, We're looking for a way to list In-Session Users to display who is using a particular Unattended Computer. The only way today is to force close a session and wait 15 minutes to read the reporting. Another simpler way would be great. Regards, GaëtanGaetanC4 years agoActive Contributor2KViews0likes1Comment
GoToAssist knowledge base Feature Request
Hi, Could you provide knowledge base feature to GoToAssist? It can be a very basic text editor (similar to Notes), or ideally a basic graphic text editor (where links can be used and text formatted with bold, italics and colours). In the future it could have some way of organizing information into folders / sections. That knowledge base option should be accessible with icon on top. We urgently need to be able to put generic support information that should be accessible by support engineers regardless what machine they use. That would be e.g. IP addresses of our mail servers, generic copier setup information, basic networking information etc. Notes that you have provided can only be used per support session and we need generic notes (knowledge base) that can be accessible at any time even without establising remote support session. Best regards, CostasCostasIoannou4 years agoActive Contributor1.4KViews0likes0CommentsI'd like to have the ability to send a chat message to an online client without having to establish a remote connection first.
I'm at GoToAssist expert version 3.5 Build 1488. For some time now, we've been able to hit the drop-down on an unattended client and force a check for updates on the client side. I'd like to see added the option to send a chat message (without actually starting the remote session) as a means to check in with a client or notify them of something, or find out if they are open to a remote session now ... things like that.Chuck Baker4 years agoNew Member1.4KViews0likes0Comments
Default Size and Position of GoToAssist Window in Windows 10, etc.
Default Window Size is a common feature for programs. Yet, when one starts GTA, the window opens in reduced size - a size that's not really very useful. We need to be able to set the window size and position just like IE, Google Chrome, etc. Otherwise one is forced to resize and reposition manually every time it's opened.Fred Marshall4 years agoContributor2KViews0likes1CommentRemote Session and Creating Incident
I like the feature that we can create or view an incident within the remote client. However it would be nice if we could also close that incident/ticket in the same window. This way we are not having to leave the remote client, go to service desk and close the ticket. When we exit the remote session 90% of the time the issue is resolved and would be great to close the incident right from there.Keith Castle4 years agoNew Member1.1KViews0likes0CommentsSession Recording Search
Currently, if you are logged into gotoassist remote and click on Recordings you get a list of everything for the past 90 days.. There is no search?? It would be very useful to have the capability in searching "Recorded Sessions" by agent, date, company, etc.. Right now when we need to get a recorded session we have to go through all of them to find the correct one. We use this tool often and would love to see a search function.Keith Castle4 years agoNew MemberNew1.1KViews0likes0CommentsAbility to see who is in session with what computer
I know as an Admin I can see who is in a shared session. But I cannot see to which remote computer they are connected. Also, I am unsure if active sessions show on a report. It would be nice for a regular user to be able to see who is connected and to where.1.2KViews0likes0CommentsEmail report from portal for GotoAssist remote support
I am wondering if it is possible to have the details over every remote session emailed to me with GotoAssist Remote Support. When I look at the portal I can manually export this information, and download a video of the session. However I don't see anywhere where I could have either a daily summary report - or a remote of the details of each session - emailed to me automatically. You know how it is - if it isn't automatic, it doesn't get done!Andrew Howden4 years agoNew Member2KViews0likes2CommentsFull Screen Tab with Computer Name/Label
The full screen option has a little white tab at the top of the page/window. It would ber very helpful and appreciated if the tab had the computer name or label on the tab so one knows which computer one is looking at! Please?Fred Marshall4 years agoContributor1.6KViews0likes1CommentWe need a Select All option in the admin console
after adding a new device group - you must enable access to each username. The online tech told me I have to select all of the user groups - even if they were previously selected. And there is NOT a select all button!!! Nor does the click and shift-click work! This is crazy - I had to go and click on every single device user group - I have over 60 clients - each is a device group. Not fun!David Charron4 years agoNew Member1.5KViews0likes1CommentSee full computer labels in local GTA endpoint tiles / Arrange the tiles
I have labeled / named each unattended computer with a name that provides identification and context. So, the names are more than 13 characters long. Because of how I've chosen to name them, the beginning of many names are the same or similar. This makes it hard to know "which tile is which?" across the top ribbon. More space would be good. Lacking that, a mouse-over ability to show the name would be a great improvement. Right now, one has to click on the "End Session" "X" in order to see the full name (and then properly "Cancel"). That seems a bit extreme and doesn't help quick looks. Also, it would be *very* helpful to be able to drag the icons around so they could be placed in some desired order. This would be helpful when working *between* 2 or 3 workstations or when working on two different sites or companies at the same time - to keep them separate. The Windows task bar allows moving open apps icons around with drag and place/drop. Please?Fred Marshall4 years agoContributor2.5KViews0likes4CommentsAutomatic post session report
One of the most time consuming activities for me is to go back and search the 'reports' for how much time I spent supporting a customer. What I'm suggesting (or searching for) is that GTA should, at the end of a support session, send an email message to the technician that includes the Date, Start Time, End Time, Duration, Customer Name, Technician Notes.Chris Slovacek4 years agoNew MemberNew1.8KViews0likes2CommentsI would like to be able to email the Chat Log transcript to my customer
If I have a conversation with a customer over chat, then I would like to be able to send them the Chat via email. Or give them, or myself, the ability to save it locally even after I end the session. Is there somewhere I can find the chats after the session has ended?DT1114 years agoActive Contributor3.4KViews0likes5CommentsAdd an option to edit recorded sessions or the option to stop and start recording
When you have a recording 30, 40 or 60 minutes long and you just need a specific 2 minute part of it, you need to go through the whole recording which takes time (every time) The alternative would be to offer the option to start / stop recordings manually. I think the latter option would be better and easier to integrate but we would be happy with either one.Hani22 years agoNew MemberNew1KViews0likes0CommentsAdd a combined view of the recording and session notes
When you have hundreds of recorded sessions on your dashboard and are trying to find a specific one you spend a lot of time switching back and forth between the recordings tab and activity log in order to find the right session you want to download. It would be very helpful if you could show the columns for the technician notes and the client name in the recordings as well. This was like the first thing almost everyone in our support team asked / complained about.Hani24 years agoNew Member769Views0likes0Comments
Device Name Column be Added to Recordings List
It's nice to have the Device Group and Session ID listed in the Recordings, but it would be great to have a "Device Name" column added in the Recordings section to aid in identifying a session to interact with. This column would automatically populate with the Device Name field from the Devices section.Matt Cook2 years agoNew MemberNew1.9KViews0likes2CommentsFilter for team account Recordings
This would be nice to have in the recordings as well. I do not need to see the whole companies recordings, but cannot search filter for just my own. Note: This conversation was created from a reply on: How do I search on the new site?.Janette S4 years agoNew MemberNew1.4KViews0likes1CommentDisplay which technician is currently connected to an unattended computer in a team account
When i choose the unattended session i saw a expert use a session but i want to know wich expert it is. Sometimes i need to contact an expert which is using a unattended session to know when is going to release it. I am GoToAssist administrator in my company and I have 105 experts who can connect to sessions unattended. I would like to know which technician uses a session unattended when it is busy. Thanks4KViews0likes9Comments
Remove stored unattended credentials, prevent them being saved.
My company are currently going through a security audit and we would like to remove any stored credentials for computers in our unattend list so we cannot "auto-login" without a password. I can only find a way to update them not remove them. Once we have removed the existing passwords we would also like to disallow the option to store the credentials if this is possible?Shaun1111 months agoNew Member2.7KViews0likes3CommentsSession Activity shows start time when session was generated not when customer connected
I understand why this is from a technical point of view, but for billing purposes the actual session start time is necessary. I had a client today that I opened a session for and emailed it to her, before she connected, she then had to reboot and was hit with Windowsupdate is installing 1 of 41 updates. She said she would call me back when it was done. When she called back I failed to note the time and completed the work, when I consulted Session Activity Reports on G2A to my dismay I found the session start time was that initial opening of the session, not when the user connected.Phil Ellis2 years agoNew Contributor1.2KViews0likes1CommentPin taskbar in full screen mode
When entering full screen mode on a remote session the task bar (bar showing sessions etc) is hidden. I'd like an option this pin the task bar so it's always visible. This would speed up switching between sessions and provide visibility of any new sessions that join.Ben Middle2 years agoNew Member1.3KViews0likes1CommentUnattended Support Notification and two-factor authentication
First off, the GTA Unattended Support feature is an outstanding tool and my organization uses it to no end! That being said, we support a large number of financial institutions and we are under increasing pressure to provide good logging and reporting to our customers about who is logging in using the Unattended feature, how long the session lasted, etc. I know that by logging into the GTA website, I can pull a report that shows a complete history of Unattended sessions. But, is there a way to generate an automated alert (via SMS or email) to our end users whenever one of their systems is accessed by Unattended Support? Also, is there any way to allow for two-factor authentication when logging into a GTA account? A method to send an authentication code via SMS would be ideal and it would be a great way to help secure access to a GTA account.Daniel Bruss12 years agoNew MemberNew1.6KViews0likes3CommentsCustomize email invitation
Is there a way to customize the email invitation sent when clicking the 'Email This Info' button? I would like to be able to change the subject & body of the email. I really don't like the GoToAssist branding on the bottom of the emails, it's quite unprofessional and spammy.Josh Downing2 years agoNew Member3.3KViews0likes8Comments
GoToAssist Community Ideas
Share your ideas for GoToAssist improvements and new features. Review existing ideas and add your thoughts. Kudo ideas you support and post new ideas of your own.49 Posts