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Citrix's GoToAssist

This managed service lets your helpdesk fix problems remotely. But beware platform choice limitations.

End users or customers must use Windows, but GTA supports any Web browser. Posing as a user, I visited a configurable Web page supplied by Citrix that can be inserted into your Web site by the URL or code. Then I entered a typical customer question: "Where did all my applications go?"

The question was broadcast to all agents assigned to my user account. Once an agent accepts the question, the user is directed to a secure Web site to download a small plug-in, which lets the user communicate with the agent through secure Citrix servers. It took mere minutes from the initial inquiry to the opening of the dialog box.

As an agent, I could share and control the customer's screen to troubleshoot or let the customer view and control my screen for educational and training purposes. The remote-control or screen-sharing function can be terminated by either party at any time.

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