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RescueAssist
IndustryTechnology
GenreRemote support, mobile support, and help desk
Founded1997
HeadquartersBoston, MA
Key people
Paddy Srinivasan, GM, Customer Engagement & Support[1]
Websitegotoassist.com

RescueAssist (formerly GoToAssist) is a cloud-based remote support platform designed targeted at IT support teams and customer support organizations. In 2018, LogMeIn's GoToAssist was rebranded to RescueAssist creating the Rescue brand of support products.[2]

Technology and business development

GoToAssist was originally developed by Expertcity, which was founded in Santa Barbara, California in 1997. GoToAssist Remote Support enables users to access and control remote computers and other Internet-connected devices in order to provide technical support. The solution[buzzword] 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.[3]

June 2000 saw the initial debut of DesktopStreaming (now GoToAssist Corporate).[4] 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.[5]

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.[6] In 2017, LogMeIn, a SaaS company in Boston, completed the acquisition (through merger) with Citrix's GetGo family of products including GoToAssist.[7] GoToAssist joined former competitor LogMeIn Rescue to create the Rescue family of support products.[7]

Editions

GoToAssist has gone through a series of editions. Most recently, in 2018, the technician console, a desktop application, was reconfigured to a completely browser-based experience and GoToAssist was rebranded RescueAssist by LogMeIn.[8] RescueAssist offers a modern approach to remote support. Through a plugin, users can start a support live session from a browser window on virtually any device, complete with chat, remote view, and file transfer features. There's in-channel support for popular messaging apps like Slack and includes zero-download camera share to live stream video through the end user's Android or iOS smartphone, making it easier for an IT employee to troubleshoot equipment remotely. RescueAssist supports Mac, PC, Chromebooks, iOS and Android devices.[9]

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

First in 2010, Citrix bought Paglo, headquartered in Palo Alto, for an undisclosed amount.[10] 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[buzzword] as an iPad app – GoToAssist for iPad. The app enables technicians 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 startup of Beetil and its IT service desk management software.[11] The service desk solution[buzzword] was rebranded and re-engineered to integrate with GoToAssist Remote Support and GoToAssist Monitoring.[12] GoToAssist Service Desk was now offered as the third tool in an expanding IT toolset.

See also

References and notes

  1. ^ Natalie Gagliordi (February 13, 2018). "LogMeIn adds AI chat services to the Bold360 CRM portfolio". ZDNet.
  2. ^ Sarah Kimmel (November 5, 2018). "LogMeIn Service Desk Tools Seek to Boost Self Service, Automation". ChannelE2E.
  3. ^ 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 screen-sharing to enable users connect to their computers from a Web browser."
  4. ^ PR Newswire (2000). "Expertcity.com's DesktopStreaming Success Leads to Launch of New ASP Division". Retrieved 2012-01-23.
  5. ^ What's News (Sep 6, 2001). "New Service Offers Remote Control of Your PC". Wall Street Journal. 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."
  6. ^ Stacy Cowley (2003-12-18). "Citrix buys GoToMyPC maker for $225 million". NetworkWorld, IDG News Service.
  7. ^ a b "LogMeIn Announces Stockholder Approval in Connection with Merger with Citrix's GoTo Business". CNBC. January 25, 2017.
  8. ^ "LogMeIn Redefines Employee Support with New Product Lineup". GlobeNewswire. October 16, 2018.
  9. ^ Kyle Wiggers (October 16, 2018). "LogMeIn's Prompt ai and RescueAssist add AI smarts to self-service IT". VentureBeat.
  10. ^ Andrew Hickey (Feb 24, 2010). "Citrix Online Buys Paglo To Fuel Cloud-Based Management Play". CRN.
  11. ^ Andrew Hickey (Sep 10, 2012). "Citrix Acquires Cloud-Based Customer Support Technology Startup Beetil". TechCrunch.
  12. ^ Joe Panettieri (Oct 17, 2012). "Citrix Launches GoToAssist Service Desk for MSP Triple Play". MSPmentor.
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