Virtualization and cloud computing specialist Citrix Systems announced the release of the latest version of its GoToAssist remote support product, which includes support for Apple iOS and Google Android mobile devices.
The platform, aimed at organizations establishing bring-your-own-device (BYOD) initiatives, allows remote support sessions to be initiated directly from the mobile devices themselves, using GoToAssist apps for Android and iOS.
In the updated GoToAssist App for Apple's iPad tablet, paid subscribers can now view diagnostic information about the computer supported, email the .TXT file of all the diagnostic reports, and transfer support sessions started from the GoToAssist Expert desktop application to the GoToAssist app for the device (and vice versa). In addition, IT managers now have the ability to conduct secure chat sessions, update profiles and configure device settings remotely. Profiles created with the iPhone Configuration Utility can also be shared to troubleshoot problems and set business policies, a company release noted.
"IDC expects to see growing demand for cloud-based, remote support tools, primarily driven by the continuing increase in mobile device adoption and the complex software required to enable that adoption across all devices. Support providers must focus on delivering efficient, effective live support to resolve problems quickly and enable a superior customer experience," Elaina Stergiades, research manager for software support services at IT analytics firm IDC said in a prepared statement. "Support delivery tools like GoToAssist from Citrix that are easy to use, highly scalable, and available from and to a range of mobile devices can help IT professionals looking to provide a high level of support in an increasingly mobile world."
With Citrix's free remote support application, GoToAssist for Android, IT departments can deliver live support from their Android mobile device and connect to their clients' computers. In addition, GoToAssist paid subscribers receive access to unattended machines, diagnostic viewing and other support tools. Rounding out the package is an optional recording feature that captures active support and chat sessions for auditing and training. Recordings are stored for 90 days in standard downloadable MPEG-4 format.
"GoToAssist is a one-stop shop. I can do so much with a couple clicks of my mouse. I can remotely connect into my client's machines quickly and provide service with no problems," Goran Donev, owner of Chicago-based Donev Technology Consulting, said in prepared remarks. "With the mobile support features, I can be even more responsive. The session recording will be great for training or for clients that want more detail on the resolution history-we plan to include this as another value-added service. I truly love the service."