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, J ... View more

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, Gaëtan ... View more

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,   Costas ... View more

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. ... View more

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. ... View more

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. ... View more

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. ... View more

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. ... View more

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! ... View more

Automatically add a User Group when creating a Device Group ... View more

 1. If a device is off line please show last known time/date online. 2. If device is online, please show hours since active.  Thank you. ... View more

Looking for a setting to reduce the connection time for unattended support sessions. Currently it is 15-20 seconds. Would like to drop that time to 5-10 seconds ... View more

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? ... View more

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! ... View more

How can we disable the downloads of the recordings for non administrators? All of the GoToAssist users can now download the sessions of all of the other users! ... View more

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? ... View more

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. ... View more

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? ... View more

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. ... View more