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Configuring GoToAssist in App Controller

Oct. 08, 2015

App Controller and Citrix GoToAssist integrate to provide continuous technical support for mobile device users who are using WorxMail or WorxWeb. When you configure settings, you can add an email address, phone number, chat information, and ticket information. If the user needs assistance, they can tap a chat button on their mobile device and the GoToAssist web page opens.

To get started, you need to do the following:

  1. After you purchase XenMobile, you receive a promotion code for GoToAssist.
    Note: The promotion enables a one-year subscription to GoToAssist that allows one Help desk support personnel to log on to the management console and support an organization's users. You must renew the subscription each year.
  2. Log on to the GoToAssist web site.
  3. Create a new service for integrating GoToAssist with XenMobile.

When you do these steps, GoToAssist generates the email address that users can use to create a support ticket. This also creates an integration key that you enter in the App Controller management console.

When users start GoToAssist from their mobile device, the Worx app provisions XenMobile App Edition and GoToAssist accounts. GoToAssist sends an account key (token) to XenMobile App Edition which is then sent to the Worx app. Users can use GoToAssist to receive technical support in the following ways:

  • Enter a valid email address to allow support personnel to contact them.
  • Use chat to contact support personnel.
    Note: When users log on to chat from their device, the XenMobile App Edition and Worx app logs are bundled together and sent to support personnel.
  • Create an incident form by clicking Create Incident. If support personnel are not available through chat, GoToAssist redirects users to the incident form automatically.

When you configure GoToAssist in App Controller, the settings appear on the Support Options tab in Settings. On this page you can view the settings for phone, chat, and ticket options. In Support Options, you can do the following:

  • Edit existing GoToAssist settings for phone, chat, or the ticket.
  • Add email or key support options.
  • Delete an option.

To configure GoToAssist settings in App Controller

  1. In the App Controller management console, click the Settings tab.
  2. In the navigation pane, click GoToAssist.
  3. In the details pane, next to GoToAssist Configuration, click Edit.
  4. In Support email, enter the email address for support personnel.

    Users can choose to use the email address to contact support personnel instead of GoToAssist.

  5. In Support phone, enter the phone number for users to use to contact support personnel.
  6. In GoToAssist chat leave the default token number or enter one of your own.

    When users request a chat session, this token is sent to the Worx app.

  7. In GoToAssist ticket, enter the email address that you can use to differentiate GoToAssist support requests and then click Save.

To edit support settings

  1. In the App Controller management console, click the Settings tab.
  2. In the navigation pane, click Support Options.
  3. In the details pane, next to an item, under Actions, click the pencil icon.
  4. In the Add Property dialog box, do the following:
    1. In Value, change the value for the support option type.

      For example, if you are editing the chat option, enter the new key in this field.

    2. In Name, change the name of the value.
    3. In Description, add a description for the option.
  5. Click Save.

    The changes appear in the Support Options details pane.

To add support information by using Support Options

You can add a support email address or a custom key.

  1. In the App Controller management console, click the Settings tab.
  2. In the navigation pane, click Support Options.
  3. In the details pane, click the plus (+) sign.
  4. In the Add Property dialog box, do the following:
    1. In Key, select either SUPPORT_EMAIL or Custom Key.
    2. If you select Custom Key, enter a name of the custom key you want to add in the blank field that appears. Keys have two parts: key name and the value, such as GTA_PHONE=5551212.
    3. In Value, add the value for the support option type.

      For example, if you are editing the chat option, enter the new chat key in this field.

    4. In Name, add a name of the value.
    5. In Description, add a description for the option.

To remove a support option

  1. In the App Controller management console, click the Settings tab.
  2. In the navigation pane, click Support Options.
  3. In the details pane, click an option and then under Actions click the X icon.
  4. To confirm, click Yes.
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