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:
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
Options tab in
Settings. On this page you can view the settings for
phone, chat, and ticket options. In
Options, you can do the following:
To add support
information by using Support Options
You can add a
support email address or a custom key.
- In the App
Controller management console, click the
- In the
navigation pane, click
- In the
details pane, click the plus (+) sign.
- In the
Property dialog box, do the following:
Key, select either
- If you
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.
Value, add the value for the support option type.
example, if you are editing the chat option, enter the new chat key in this
Name, add a name of the value.
Description, add a description for the option.