Forum Discussion

jmcgowan13033's avatar
jmcgowan13033
New Member
24 days ago

Unattended Authorization

I have used the Unattended solution and I like that it allows me quick access to assist a customer, however it does not require them to authorize me from viewing and taking control of their screen.  I would like to see this feature in an upcoming release.  Anyone else which they had this feature?  Anyone looking to another product it it's not on the roadmap for GoTo?

3 Replies

  • jmcgowan13033's avatar
    jmcgowan13033
    New Member
    24 days ago

    Thanks you GlennD, I see the purpose, but many solutions offer the ability for the end user to have a level of control.  Without the user having the ability to say yes or no, a technician can take control without consent and it becomes a problem when that user forgets that they have concern.  I’m looking out for my team.  Also,  I have used other products which allow my team to manage the machines without the users consent when they are not logged in; like you mentioned.  

  • Kaz111's avatar
    Kaz111
    Active Contributor
    24 days ago

    This Glenn. I would not be able to support my clients without GTA unattended support service during after-hours, weekends, etc. - essentially any time they will not be working with their computer.  I also use it for quick review or repair support connections when the client is at his/her computer and I do ask them to click Yes to allow me to connect.  I only install Unassisted Support when my clients trust me and there is ALWAYS advanced communication and verbal/written approval before I connect.

  • GlennD's avatar
    GlennD
    GoTo Manager
    24 days ago

    Hi jmcgowan13033, welcome to the community.

     

    The purpose of Unattended Support is that a trusted technician can connect to the computer at any time to work on it. If the User is at the computer when the technician tries to connect and they see a notification and have the opportunity to decline the connection if they want. What you are asking for is already provided in the Attended Session experience.