Citrix Systems

Follow Citrix on:

Facebook LinkedIn Twitter RSS

Remote Support for Complete Desktop Environments

Download PDF or read below.

Remotely Supporting a Hybrid Desktop Environment that Includes a Citrix ICA Session and Other Application Types

According to Forrester, only 53% of end-users are satisfied with their IT help desk support. The ability to remotely view and control the user’s session can dramatically improve the speed and effectiveness of issue resolution, while reducing the cost and time required of IT help desk staff. The shadowing capability of Citrix XenApp is highly effective in helping users with ICA®-published applications. However, this capability cannot address desktop configuration or non-published application issues. Because many Citrix customers use hybrid desktop environments comprising a mix of published, local, client/server, and Web applications, they need a solution that can provide comprehensive remote support. Of course, this solution must provide a high level of security over the network. It must also be easy to use and maintain.
  • Provide full remote desktop support for published, local, Web, and client/server applications
  • Access end-user’s system through most firewalls
  • Avoid the need for a pre-installed client
  • Diagnose and resolve complex issues related to interoperability of desktop, operating system, and applications
  • Install patches, drivers, and software upgrades, with the ability to reboot and reconnect if required
  • Transfer support session seamlessly to other personnel if escalation is required
  • Measure performance and ROI while monitoring customer satisfaction
Citrix GoToAssist™
Current Environment: With Citrix shadowing capability, a support representative can monitor ICA sessions remotely from the server. However, if the problem involves the user’s desktop itself or non-published applications, the support representative is unable to assist.

Benefit

With the Citrix® GoToAssist managed remote support service, IT help desk organizations can obtain fast and easy access to the end-user’s desktop, and both published and non-published applications, for up to 70% faster call resolution and user satisfaction in the 90+ percentile range.


Resources

Related Products

Learn More