There are two types of licenses that are available to choose from in GoToAssist Remote Support v5,GoToAssist Remote Support and/or GoToAssist Service Desk: named licenses and concurrent (shared) licenses. Named licenses are dedicated licenses that are assigned to individual user accounts. With concurrent licenses, there is a limited number of licenses that can be shared among your pool of user accounts.

Agents may be given access to GoToAssist Remote Support v5, GoToAssist Remote Support and/or GoToAssist Service Desk through either of the following license options:

• Named licenses – Named licenses are assigned to a unique individual. If agents are assigned a named license, this means that the assigned license belongs to them and them only. This ensures that they will always be able to access their assigned product(s), regardless of how many other agents are also accessing it.
• Concurrent licenses – Shared licenses are "open" to all agents on the account. If agents are assigned a concurrent license, this means that they share a fixed number of licenses with a potentially larger pool of agents (e.g., 15 or more agents may share 10 licenses). As such, they will only be able to access their assigned product(s) if there is a free license available for use (e.g., if there are 10 agents currently occupying 10 shared licenses, the 11th agent must wait until a license becomes available).

Need more licenses? The admin (who is also the billing contact) can change the subscription plan to add more licenses.

Concurrent licenses are considered “occupied” in the following situations:

• Agent is signed in to the GoToAssist Remote Support v5 Agent Console and has created a new session, but not actively connected to a customer (i.e., they have generated a new support key).
• Agent is actively connected in an attended or unattended support session (from Windows, Mac, iOS, or Android).

Agents with a shared GoToAssist Remote Support v5, GoToAssist Remote Support, and/or GoToAssist Service Desk license will encounter the following difference (as opposed to those with named licenses) if all shared licenses are occupied:

• When an agent tries to sign in to the agent app (desktop or mobile), they'll receive the following message, "All shared licenses are in use. To start a session, please wait for an available license."

You can wait for an available license, or ask an admin to manually clear a shared license that is not in use.

Admins or managers with "add/delete users" and "manage products" privileges can grant and remove access to shared licenses the same way they do so for named licenses. This can be done manually or via automated provisioning.

• Add concurrent licenses for new users
• Manually manage concurrent licenses for individual existing users
• Manually manage concurrent licenses for a group of users
• Automatically add or remove concurrent licenses via User Sync rule management (using the Active Directory Connector)