With Helpline, end users can request help from agents directly from the Customer Portal.

When a user starts a session from Helpline, every agent who is signed in to the Console may receive a notification about the incoming support request. By default, any agent can start the session within 10 minutes of creating the support request. After 10 minutes, the session times out and the end user has to create another request from Helpline. Admins can change the time-out period in GoTo Admin.

Depending on your setup, Helpline may offer AI-assisted troubleshooting tips for end users before connecting to an agent. These suggestions may help end users self-service their issues without any agent interaction.