This is a 3 part series. Part 1 will explain Unattended Support, Part 2 will take you through the steps of setting up Unattended Support on a client computer, and Part 3 will discuss the security issues and best practices to follow when using Unattended Support.
I regularly read feedback from our beta testers and have heard many great things about our Unattended Support feature. But I also know from doing webinars using GoToWebinar that some folks don’t know about this feature — they learn about it in the webinar and then get really excited. I thought I’d take a minute to share some insight about Unattended Support in GoToAssist Express.
First of all, the phrase “unattended support” can sound a little odd at first - atleast it did to me with my marketing background. What exactly does it mean? Well, we debated this internally quite a bit and came to the conclusion that it is the opposite of “attended” support or “live” support. When you are in a live support session with your external or internal customers, you are in an attended session. You and your client are sitting at the computer on each end, looking at the screen and interacting on the phone or in a chat.
When you are in an “unattended session”, your client will not be present and you can work on their computer while they are away. For those of you who used GoToMyPC, this is very similar to how you would remotely access your PC only in this case, you are remotely access your client’s PC (unattended is not available for the Mac currently.)
Unattended Support is completely permission-based, your clients must approve the unattended deployment to their local machine and grant you access. You would then create a special access code for that machine. Your client will always know when you are in and unattended session with their computer — they remain in control and can block you, disconnect you, or uninstall it altogether.
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