The GoToAssist product offers a suite of integrated modules that each provide a tailor-made solution for a different aspect of the customer-support process. Before you start configuring your new account, it can be helpful to think about what needs you are trying to meet.

• Front-line support - Do you need to enable on-demand interaction between your customers and your IT team? Use the Remote Support module!
• Incident management - Do you need to manage the recording, tracking, prioritization, and reuse of customer calls or issues? Try the Service Desk module!

To configure and implement the account to best support your needs, it helps to first need to understand how the GoToAssist system operates. As shown below, it is made up of 1 cloud-based platform that can include one or both of the customizable modules.

The GoToAssist modules are each designed for a specific business need. Where those needs overlap, GoToAssist offers powerful synergies. You can start with either one of the modules, or add multiple modules to your account to take advantage of our solutions.

This is the essential service for your front-line IT support organization. Remote Support provides your IT agents and support staff with hands-on access to attended or unattended network devices from desktops or mobile devices. Your customers and IT staff can share screens and transfer files during a routine support call to facilitate agent troubleshooting, configuration, and problem resolution. In addition, a small resident application installed on unattended servers and computers enables agents to access or reboot a machine remotely whenever necessary. A customer support portal automatically connects customers who are experiencing issues to available agents. Support sessions can be tracked, recorded and managed to optimize your support delivery. For more information, please see the GoToAssist Remote Support Agent Quick Start Guides for Windows and Mac.