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GoToAssist is a cloud-based service that enables the user to access and control remote computers and other Internet-connected devices in order to deliver technical support. GoToAssist was released in 2000 and was the first Internet-based remote support tool. It is part of the “GoTo” family of products created by the Online Services division of Citrix Systems.

Technology and business development

GoToAssist was originally developed by Expertcity, which was founded in Santa Barbara, California in 1997 to provide third-party technical support. GoToAssist allows a desktop view of a host computer to be manipulated from a client computer. The two machines are connected through a TCP/IP network. One of Expertcity’s innovations was to employ the Internet for connectivity, protecting transmissions with high-security encryption and multiple passwords. By combining a web-based software service with software installed on the host computer, transmissions could be passed through highly restrictive firewalls.[1]

June 2000 saw the initial debut of DesktopStreaming (now GoToAssist Corporate).[2] GoToAssist was targeted to external-facing customer contact centers and internal-facing IT departments and help desks. Expertcity soon released another product in its GoTo line in early 2001: GoToMyPC, which allows a user to remotely access his or her own desktop.[3]

In December 2003, Citrix Systems of Fort Lauderdale, Florida, acquired the GoToAssist service and its developer, Expertcity, for $225 million, half cash and half stock.[4]

Editions

GoToAssist has gone through a series of editions. Most notably, GoToAssist Express was released in 2009. In contrast with the older version of GoToAssist (which was renamed GoToAssist Corporate), GoToAssist Express (now known simply as GoToAssist) was designed for individuals and small teams of IT professionals and software consultants and marketed to small and medium-sized businesses (SMBs).[5] While not possessing all the administrative and queuing features of the full GoToAssist Corporate product, the straight GoToAssist version has an added functionality: technicians can access and control remote computers and servers even when no end-user is present at the machine.

In 2011 and again in 2012, innovations to the GoToAssist product line created additional differences with GoToAssist Corporate; GoToAssist starting offering multiple IT tools – remote support, service desk management and IT monitoring -- from one integrated platform.

First in 2010, Citrix bought Paglo, headquartered in Palo Alto, for an undisclosed amount.[6] Paglo was an online software service that gave IT managers and technicians the ability to remotely inventory and monitor their IT network, tracking the performance of all connected hardware and software. The Paglo service offered IT professionals a variety of dashboards to visualize trends within their IT infrastructure and also customized alerts to notify the user via email or instant messaging (IM) whenever critical thresholds were reached.

Citrix re-released the Paglo service as GoToManage Monitoring in 2010. In 2011, Citrix integrated GoToAssist’s remote support functionality with GoToManage, which was renamed GoToAssist Monitoring. As a consequence, IT pros could proactively identify IT issues with GoToAssist’s monitoring module and then immediately access the server or computer with GoToAssist’s remote support module to resolve the issue.

The following year, Citrix released a free version of its remote support solution as an iPad app – GoToAssist for iPad – giving technicians the ability to deliver live remote support from almost any location. This was followed in 2012 by an equivalent app for devices using Android.

In 2012, Citrix bought the small New Zealand start-up of Beetil and its IT service desk management software.[7] In a short 38 days, the service desk solution was rebranded and re-engineered to integrate smoothly with GoToAssist Remote Support and GoToAssist Monitoring.[8] GoToAssist Service Desk was now offered as the third tool in an expanding IT toolset.

Features

GoToAssist Remote Support, Service Desk and Monitoring features include:

See also

References and notes

  1. ^ Expertcity (2002). "GoToMyPC: Like Being There" (PDF). Expertcity, 5385 Hollister Avenue, Santa Barbara, CA. Retrieved 2006-04-25. "GoToMyPC works by using the Internet, Expertcity-hosted secure servers and Expertcity patent-pending screen-sharing technology to enable users connect to their computers from any Web browser."
  2. ^ PR Newswire (2000). "Expertcity.com's DesktopStreaming Success Leads to Launch of New ASP Division". Retrieved 2012-01-23.
  3. ^ What's News (Sep 6 2001). "New Service Offers Remote Control of Your PC". Wall Street Journal. {{cite web}}: Check date values in: |year= (help)CS1 maint: year (link) Subscription required. "A new Web-based service called GoToMyPC enables users to control their desktop PCs...All of the data...is encrypted and Expertcity says the service will operate through many corporate firewalls."
  4. ^ Stacy Cowley (2003-12-18). "Citrix buys GoToMyPC maker for $225 million". NetworkWorld, IDG News Service.
  5. ^ Mario Morejon (July 28, 2009). "Editor's Choice Review: Citrix GoToAssist Express". PC PCMag.com.{{cite web}}: CS1 maint: year (link)
  6. ^ Andrew Hickey (Feb 24, 2010). "Citrix Online Buys Paglo To Fuel Cloud-Based Management Play". CRN.{{cite web}}: CS1 maint: year (link)
  7. ^ Andrew Hickey (Sept 10, 2012). "Citrix Acquires Cloud-Based Customer Support Technology Startup Beetil". TechCrunch. {{cite web}}: Check date values in: |year= (help)CS1 maint: year (link)
  8. ^ Joe Panettieri (Oct 17, 2012). "Citrix Launches GoToAssist Service Desk for MSP Triple Play". MSPmentor.{{cite web}}: CS1 maint: year (link)
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