Configuring Citrix GoToAssist Remote Support Access

iSupport integrates with Citrix GoToAssist Remote Support, enabling customers to access the Citrix® GoToAssistPortal. (Note that this functionality does not automatically capture chats or add recorded sessions.) Customers can start a Citrix GoToAssist Remote Support session on a mySupport portal via the following:

• A button, navigator link and/or dialog

  

• A Start New GoToAssist Session button in the Incident Display screen

  

To configure these features, first ensure that Citrix GoToAssist functionality is enabled in the Core Settings | Feature Basics screen. Then use the  GoToAssist tab in the mySupport Options screen to enter the URL for the Customer Portal that you have configured via GoToAssist; this URL will be used for the Start New GoToAssist Session button in the incident display screen as shown above. To configure a popup dialog to appear for customers to click to start a session, select Yes in the Enable Flyout field and complete the fields below it.

To configure a navigator link on the mySupport portal, use the Start New GoToAssist Session type in the link definition in the mySupport Navigator screen.

To configure the Start New GoToAssist Session button on the Incident Display screen on the mySupport portal, select Yes in the Show New GoToAssist Session Button field in the Incident/Display portion of the Options screen.