Close
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Applications
    • Applications

    GoToAssist Widens Tech Support Options

    Written by

    Anne Chen
    Published December 5, 2005
    Share
    Facebook
    Twitter
    Linkedin

      eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More.

      Citrix Systems Inc.s GoToAssist 7.0 is a handy managed service for providing virtual on-site support. GoToAssist 7.0 allows organizations of any size to efficiently provide quality tech support while keeping an eye on the entire process.

      Click here to read the full review of Citrixs GoToAssist.

      2

      Citrix Systems Inc.s GoToAssist 7.0 is a handy managed service for providing virtual on-site support. GoToAssist 7.0 allows organizations of any size to efficiently provide quality tech support while keeping an eye on the entire process.

      /zimages/2/28571.gifClick here for eWEEK Labs tech analysis on low-cost help-desk solutions.

      GoToAssist 7.0, released in October, includes a new Managers Dashboard that allows administrators to monitor incoming queries and enhances their ability to monitor customer satisfaction. The Dashboard also extends help desk agents ability to address user concerns with expanded integration APIs.

      In eWEEK Labs tests, we found the product very easy to use. However, organizations looking to cut desktop support costs by providing remote service may find GoToAssist 7.0 to be cost-prohibitive. With prices ranging from $115 to $325 per month per tech support agent, GoToAssist 7.0 is not cheap. Each agent can assist an unlimited number of users, however, which does cushion the cost a bit.

      By comparison, competitor WebEx Communications Inc.s hosted WebEx Support Center costs $149 per month per agent with a one-year contract. However, WebEx limits to four the number of support sessions an agent can tackle simultaneously. Volume discounts for WebEx Support Center and GoToAssist 7.0 are available and kick in starting at two or more seats.

      Although GoToAssist 7.0 supports any browser, we were disappointed to discover that it still does not support Linux, Unix or Apple Computer Inc.s Mac OS X operating systems. Users and agents must be running Microsoft Corp.s Windows 95 or later. However, we could use the service to access servers running Windows Server 2003 and Windows 2000 Server.

      When users have an issue that requires help desk assistance, they access a configurable Web page, which enterprises can incorporate into an existing support center Web site by URL or code.

      Once a user submits a question, a customer agent receives a notification via the GoToAssist HelpAlert application that runs on the desktop. Agents use the HelpAlert application to monitor incoming queries, and it can be used to determine how much time passes between when a support question is submitted and when it is picked up.

      Once a GoToAssist agent accepts a question, an instant messaging window pops up, allowing the agent to communicate immediately with the user. At this time, the user is also directed to download a small plug-in that enables the user to share his or her desktop with the agent.

      To secure communications between the user and the agent, Citrix maintains Web servers that generate AES (Advanced Encryption Standard) session keys to agents and their customers. The communications between agents and customers are secured through a 128-bit AES-encrypted channel. The user is asked to give permission for access and is notified that the support agent will have access to desktop files.

      Agents can share or control the users machine to troubleshoot PC issues, run system diagnostics and transfer files between the two machines.

      Although the agent has access to a users computer once the session is initiated, the user remains in control of the session at all times. The session can be terminated by either party, and control of the mouse can be taken away from the agent at any time.

      As an agent, we could remotely reboot a users machine if necessary. After a reboot, once the users machine reloaded Windows, the connection between the two computers was re-established. This was particularly useful in situations where software installations that required a reboot—such as with anti-virus software—were necessary.

      We also could share our agent desktop with users. This came in handy when we wanted to use GoToAssist as a remote support tutorial mechanism to show, for example, how to access certain areas of Windows or how to configure TCP/IP. We used GoToAssists new Session Transfer feature to transfer sessions seamlessly between agents with different skill sets.

      GoToAssist 7.0 offers several enhancements that will enable managers to stay informed of how quickly action is taken and whether agent performance meets expectations. For example, the Managers Dashboard lets executives monitor incoming queries and build reports to determine customer satisfaction. We were also able to use the management console to replay support sessions.

      In addition, GoToAssists expanded APIs enable organizations to integrate IM with knowledge-base applications or third-party customer-facing support applications.

      This integration will undoubtedly be a welcome feature for organizations that might already have customer-support applications installed.

      Another new API allows organizations to integrate technician status information to workflow systems to ensure support requests are answered in a timely and efficient manner.

      Next page: Evaluation Shortlist: Related Products.

      Page 3

      Evaluation Shortlist

      3am Labs Inc.s LogMeIn Rescue Reasonably priced remote assistance solution but works only with Windows 2000 and later versions (https://secure.logmeinrescue.com/HelpDesk/security.aspx)

      WebEx Communications WebEx Support Center Hosted solution offers many of the same features as GoToAssist 7.0 and also supports Linux, Sun Microsystems Inc.s Solaris, Java and Apple Computers Mac OS X (www.webex.com/solutions/online-support.html)

      Senior Writer Anne Chen can be reached at [email protected].

      Check out eWEEK.coms for the latest news, reviews and analysis about productivity and business solutions.

      Anne Chen
      Anne Chen
      As a senior writer for eWEEK Labs, Anne writes articles pertaining to IT professionals and the best practices for technology implementation. Anne covers the deployment issues and the business drivers related to technologies including databases, wireless, security and network operating systems. Anne joined eWeek in 1999 as a writer for eWeek's eBiz Strategies section before moving over to Labs in 2001. Prior to eWeek, she covered business and technology at the San Jose Mercury News and at the Contra Costa Times.

      Get the Free Newsletter!

      Subscribe to Daily Tech Insider for top news, trends & analysis

      Get the Free Newsletter!

      Subscribe to Daily Tech Insider for top news, trends & analysis

      MOST POPULAR ARTICLES

      Artificial Intelligence

      9 Best AI 3D Generators You Need...

      Sam Rinko - June 25, 2024 0
      AI 3D Generators are powerful tools for many different industries. Discover the best AI 3D Generators, and learn which is best for your specific use case.
      Read more
      Cloud

      RingCentral Expands Its Collaboration Platform

      Zeus Kerravala - November 22, 2023 0
      RingCentral adds AI-enabled contact center and hybrid event products to its suite of collaboration services.
      Read more
      Artificial Intelligence

      8 Best AI Data Analytics Software &...

      Aminu Abdullahi - January 18, 2024 0
      Learn the top AI data analytics software to use. Compare AI data analytics solutions & features to make the best choice for your business.
      Read more
      Latest News

      Zeus Kerravala on Networking: Multicloud, 5G, and...

      James Maguire - December 16, 2022 0
      I spoke with Zeus Kerravala, industry analyst at ZK Research, about the rapid changes in enterprise networking, as tech advances and digital transformation prompt...
      Read more
      Video

      Datadog President Amit Agarwal on Trends in...

      James Maguire - November 11, 2022 0
      I spoke with Amit Agarwal, President of Datadog, about infrastructure observability, from current trends to key challenges to the future of this rapidly growing...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2024 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×