The GoToAssist Remote Support API provides developers with the ability to create seamless integrations between GoToAssist Remote Support and third-party applications that comprise an organization's existing IT support infrastructure. The GoToAssist Remote Support API provides the ability to initiate attended remote support sessions from external applications and retrieve the related session information to incorporate into external applications. This session information can be utilized for incident tracking, reporting, billing, auditing and other purposes.

Terms:

  • Technician: Person providing support using GoToAssist
  • Customer: Person receiving support
  • Partner system: System making calls to this API
  • Partner Object: A data entity in the partner system. Typically the partner object will be the ID of a ticket in the partner helpdesk/ticketing system.

Methods

Ticketing CallBacks

This method allows technicians to select and associate existing ticket with their current support session.

GoToAssist Service Desk provides a comprehensive ticket- or incident-management solution. However, technicians who do not use GoToAssist Service Desk and are interested in using their own incident-management system can do so using the Create Partner-System Link method. This method will establish an association between GoToAssist and your own ticket-management system (i.e., partner system), which GoToAssist technicians hosting attended support sessions can use to call your ticket management system to create new tickets, search existing tickets or associate support sessions with tickets. This would allow your ticket-management system to provide an integrated view of your tickets and remote support sessions.

This method allows technicians to search tickets previously created on the partner system (including those created through the Create Ticket method).

System Links

This method creates system links, which allows the partner system to enable the creation of objects during attended support sessions by providing certain information to GoToAssist. If the partner system does not call this method, then the corresponding functionality in GoToAssist will be disabled automatically. Note: The partner system should call this method after a user has authenticated via OAuth.

This method removes a link back to a partner system. The link to be deleted is determined by both systemName and systemDomain for a particular user.

This method retrieves all partner-system links that are registered for a given domain. These links are used by GoToAssist to make calls back to the partner system to enable the creation of tickets during support sessions.

Authentication and Authorization

Additional to the standard OAuth flow Citrix Online also provides another method for Authentication and Authorization called Direct Login.

Citrix Online supports OAuth 2.0 for authentication of user accounts and authorization of applications.

Recordings

This method retrieves download links for a list of recordings. Each recording returns a link to the MP4 file, the .events file and the thumbnail. If a recording is not available for download then it will be omitted from the returned list. The archiving script may use the returned URLs to download each resource for the recording. The URLs will be valid for at least 48 hours. The URL contains a large random number so that the URL for recordings cannot be guessed. The response includes the recording start time to make it easier for the archiving script to place recordings in directories based on date. No more than 500 recordings can be requested at once.

Note: Session recording must be enabled on the account in order to use this API method. To enable session recording, log in at https://app.gotoassist.com and go to Configure > GoToAssist Settings > Enable Session Recording check box.

This method retrieves a list of all available recordings on the account. Only recordings which are available for transcoding or downloading will be returned. The recording IDs are always returned in the order in which the recordings were started (i.e., startTime order). The request must contain one or more of the following: accountKey, userKey or companyId. The list of recordings can be filtered by the request parameters listed below.

Note: Session recording must be enabled on the account in order to use this API method. To enable session recording, log in at https://app.gotoassist.com and go to Configure > GoToAssist Settings > Enable Session Recording check box.

This method retrieves a list of available sessions on the account. Only the sessions which are available for transcoding or downloading will be returned. The sessionId and recordingId pair is always returned in the order in which the recordings were started (i.e., startTime order). With the help of sessionIds additional information about the session such as expert email etc. can be retrieved using other remote support apis. The list of recordings can be filtered by the request parameters listed below.

This method marks a list of recordings as archived by setting their archived flag to “true.” No more than 500 recordings can be marked as archived once.

Note: Session recording must be enabled on the account in order to use this API method. To enable session recording, log in at https://app.gotoassist.com and go to Configure > GoToAssist Settings > Enable Session Recording check box.

This method requests that a list of recordings be transcoded; once the API passes successfully, transcoding will be initiated for each of the recordings in the list. A result of “204” will be returned, regardless of the current state of the recordings (i.e., even if they are already transcoded). No more than 500 recordings can be transcoded at once.

Note: Session recording must be enabled on the account in order to use this API method. To enable session recording, log in at https://app.gotoassist.com and go to Configure > GoToAssist Settings > Enable Session Recording check box.

Sessions

This method retrieves information about the companies that the authenticated user has access to

This method retrieves information about the unattended machines associated with a specified company

This method retrieves detailed information about a current or previous support session (either attended or unattended) based on the sessionID or sessionToken. “sessionToken” is returned in response of create screen-sharing session API. Information about sessions that are complete may only be available for a limited period of time after the end of the session (currently, the information is available for at least 30 days). The session must have been hosted from an account or company that the authenticated user has access to.

Note: This method was formerly named "Get Attended Session Info," but has been renamed to address the fact that it now includes unattended support sessions as well.

It provides ability for applications to retrieve detailed information about a current or previous attended support session(s). Note: The session must have been hosted from an account or company that the authenticated user has access to. Information about sessions that are complete may only be available for a limited period of time after the end of the session (currently, the information is available for at least 30 days).

 

 

Get information about a current or previous web-chat session based upon the sessionID. The session must have been run within an account or company that the authenticated user has access to.

This method retrieves webchat transcript based on sessionId for an authenticated user.

This method allows a partner system to launch an attended support session within a browser window. This API does not require authentication, so the technician will be prompted to enter their credentials when they run the GoToAssist Expert desktop application for the first time. Since the technician is not required to navigate to a URL, no API is implemented to create the session.

Note: This method was formerly named "Create Attended Session in browser," but has been renamed.

This method creates a new screen sharing support session (either attended or unattended) by generating a URL that automatically launches technicians into a new session when clicked. If a machineUuid request parameter is specified, an unattended support session will be created; if it is not specified, then an attended session will be created. See "Request Parameters" for more information.

Note: The locale of the session start dialog will be based upon the technician’s locale setting within GoToAssist.

Note: This method was formerly named "Create Attended Session," but has been renamed to address the fact that it now includes unattended support sessions as well.

This method creates a web-chat support session (i.e., customer-initiated support session) that is associated with an object.