Product Documentation

Configuring GoToAssist with XenMobile

Dec 21, 2015

In order to use the GoToAssist remote support features with the XenMobile Worx Home app, you will need to configure both Device Manager and App Controller with information obtained from the GoToAssist web console. Specifically, you need to configure GoToAssist and obtain the following information, which you will enter into both the Device Manager web console and App Controller management console:

  • GTA Email integration key email
  • GTA Chat Token
  1. First, obtain your GoToAssist promo code that you received when you bought XenMobile. (If you do not have this, then contact your sales or service representative.)
  2. Log in to the GoToAssist web console.
  3. Got to Service Desk > Configure -> Service Desk Settings -> Customer Emails & Portal and select the Allow customer self-registration option.
  4. Create a new ‘service’ that will be used GTA integration with XenMobile.
  5. Select Enable support address, which will be used when a Worx Home user wants to create a support ticket with your organization. The support address obtained here will be used when you configure the Device Manager web console and App Controller management console.
  6. Next, select Monitoring > Configure -> Customer Portals and copy the GoToAssist Chat Token. This chat token will be used when you configure the Device Manager web console and App Controller management console.
  7. Log in to the Device Manager web console.
  8. Select Options.
  9. In the Options dialog box, select Modules Configurations > GoToAssist.
  10. Enter the following information:
    1. Your company's support phone number.
    2. Your company's support email address.
    3. The GoToAssist support chat token you obtained from the GoToAssist web console.
    4. The GoToAssist Integration key email obtained from the GoToAssist web console.
  11. Click Close, and then log out of the Device Manager web console.
  12. Next, log in to the App Controller management console.
  13. Click Settings > GoToAssist.
  14. In the GoToAssist section, enter the following information (same as you entered fro Device Manager:
    1. Your company's support phone number.
    2. Your company's support email address.
    3. The GoToAssist support chat token you obtained from the GoToAssist web console.
    4. The GoToAssist Integration key email obtained from the GoToAssist web console.
  15. Exit the App Controller management console.