Customer Guide for Mac
Join a Support Session
Joining from a Windows copmuter? Check out the Customer Guide for Windows
What to expect when joining a support section?
- If it's your first time joining a session, you will be prompted to download the GoToAssist Opener "helper" application. Once installed, the GoToAssist Customer application will launch, and you will be joined with the agent in a support session.
- If you've joined a session before and have previously installed the GoToAssist Opener "helper" application, the GoToAssist Customer application will launch you directly into a support session with the agent.
Ways to join from your desktop
- Support Key
- Go to www.fastsupport.com.
- Enter your name and Support Key.
- Click Continue to download and run the "helper" application, or be launched immediately into session.
- Email
- Click the Support URL in the email invitation.
- When your web browser opens, you will either be prompted to download and run the "helper" application, or be launched immediately into session.
Share Your Screen
Screen Sharing FAQs
Q: I stopped sharing my screen. How do I start sharing again?
The agent must send a screen sharing request, and you can click Yes on the prompt to begin sharing your screen again.
Q: I have multiple monitors. Can the agent see all of my screens?
Yes. Multiple monitors are supported when you share your screen with the agent.
Q: Why doesn't the agent have remote control during my session?
The remote control feature is dependent upon the agent's user group settings or individual user settings, which are configured by their administrator.
Q: I see a message that the session will be recorded. What exactly will be recorded?
If an agent's account is enabled for session recording, all screen sharing activity that occurs during your session will be recorded.
Transfer Files
Send files to the agent
- Click File Transfer on the GoToAssist Customer toolbar.
- Click Send Files to <agent name>.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
Receive files from the agent
- When the agent sends you a file, an Incoming File Transfer window will appear, with the default destination location of Downloads.
- Click Save to save the file in the default destination, or click Change to browse to a different destination location, then Save.
Agent requests files from you
- When the agent requests a file from you, a File(s)/Folder(s) Selection window will appear.
- Select 1 or more files or folders (hold the Command key to select multiple).
- Click Send.
Chat with Agent
When you join, the GoToAssist Customer toolbar will be expanded, where you can exchange messages with the agent during your support session.