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.
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:
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:
Users can choose to use the email address to contact support personnel instead of GoToAssist.
When users request a chat session, this token is sent to the Worx app.
For example, if you are editing the chat option, enter the new key in this field.
The changes appear in the Support Options details pane.
You can add a support email address or a custom key.
For example, if you are editing the chat option, enter the new chat key in this field.