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Issue link: https://digital.macdirectory.com/i/1877
52 MacDirectory
CLOSER LOOIK
CITRIX'S GOTOASSIST > TAKE I.T. SUPPORT WHEREVER YOU GO
Citrix's mission statement reads, "To make
every organization an on-demand
enterprise where information is securely,
easily and instantly accessible from
anywhere, using any device." Or, as Citrix
Online Product Marketing Manager
Brenda Dentinger put it, "Simpler
is better."
And so it was with these philosophies in
mind that Citrix Online, a division of
Citrix Systems, embarked on its latest
venture: GoToAssist Express – for
individual tech support providers and
small businesses.
GoToAssist Express was born based on
what Dentinger says was, "A huge remote
support market opportunity." Response to
the beta test version of the tool was
tremendous, and based on beta user
feedback, Citrix Online continued adding
features, until the final (for now) version of
GoToAssist Express was unveiled.
So what exactly does GoToAssist do?
Citrix Online offers two different, but
equally effective GoToAssist remote
support solutions for users: the original
GoToAssist Corporate, for multi-user
support teams, and the new GoToAssist
Express, which is designed specifically for
small businesses and individual users.
Both versions of GoToAssist enable
support providers to view and control
customer computers (both PC and Mac)
remotely to resolve technical issues. Both
offer an intuitive tools menu, and include
annotation tools, the ability to change and
reset user passwords and
reboot/reconnect. Other features include
the ability to do remote diagnostics, file
transfers, chat with users, and take notes
to let management know what was done,
how much time was spent, and what
charge codes were being used.
In addition, both versions allow users to
handle multiple calls (up to 8) at the
same time.
How are the two versions different?
First, let's review GoToAssist Express.
Say, for example, you're an IT professional
with a small business. You have multiple
customers and are in the habit of,
whenever there is a problem, physically
reporting (or sending someone) to that
location to troubleshoot. With a
GoToAssist Express monthly or annual
subscription, you can connect remotely to
the customer's computer and begin
working on the problem immediately.
Now, let's say you are not the owner of a
small business, but a computer-savvy
individual who is constantly being called
on by family and friends to fix this or that
computer glitch. You can also access
GoToAssist Express, but via a Day Pass,
which enables you to troubleshoot your
family and friends computers on an
"as needed" basis. This eliminates your
having to schedule a meeting over lunch
or after work, and saves you from having
to commit to a long-term subscription.
GoToAssist Express works with both Mac
and PC platforms and allows users to
connect to customers remotely from any
Internet-connected computer. It's easily
and quickly downloaded from the
GoToAssist Web site