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There are three main types of integrations available with GoToAssist:
- End-User (or Customer) Integration: GoToAssist can be configured in a number of ways. One way is to have end users access a Web form to enter their request. This manual step can then be bypassed through integration. Integrating the launch of the GoToAssist session enables end users to easily request and initiate a session request directly from a Web site or other customer-facing application. Providing end users with an easy, seamless transition from self-service to assisted service streamlines the entire process for requesting and quickly getting into a remote-support session.
- Agent-Side (Support Representative) Integration: Support agents can manage their GoToAssist sessions from within their primary support applications. The ability to instantly accept or launch a session, email a GoToAssist connection code or merge incoming GoToAssist session information to automatically create new trouble tickets allows agents to save time by eliminating manual steps. Cases can be solved through automated root-cause analysis from the diagnostics data captured via GoToAssist. This is a client-side integration that works on a per-agent basis.
- Data Integration: All the GoToAssist session data, such as survey results, chat transcripts and session recordings, can be automatically stored locally and accessed from within support applications. Managers can review a trouble ticket and all the corresponding GoToAssist session information directly from the ticket for a more complete understanding of the support case. Saving session data locally enables management to maintain and control it for long-term, create more complete reports of support history and be instantly alerted to critical support issues, such as a negative session rating. Locally storing and protecting session data also helps ensure compliance of government regulations such as the Gramm-Leach-Bliley Act, U.S. Patriot Act, HIPAA and Sarbanes Oxley Act. Status data to monitor when agents are in GoToAssist sessions and when they are available can also be accessed and applied to applications that route support requests. This is a back-end integration which provides access to data from all sessions.
End-User Integration
One method of getting into a GoToAssist session is through the end user’s submission of the support request from a hosted form called a SmartBox. The SmartBox is a ready-to-use Web form, provided by Citrix, which can be specially branded and placed on any Web site. This form can be configured with required and/or optional fields for end users to fill out to launch the GoToAssist request.
Creating an automated method for quickly launching a GoToAssist session request can greatly improve the support experience for end users and provide a seamless integration with existing customer-facing hosted or non-hosted support applications. The creation of the HTTPS request, required to initiate a GoToAssist support request, can be easily created programmatically or via a script and launched without requiring an end user to fill out a Web form or even see the Web browser. After the session has ended, information can also be automatically entered into the survey fields, also hidden from the end user. The ability to launch GoToAssist automatically for the end user does not require API calls.
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