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Overview

The GoTo Assist integration enables ThreatAware to collect read-only data from your GoTo Assist platform, providing visibility into remote support sessions and control activities.
Connection Method: OAuth Setup Time: 15 minutes Access Required: GoTo Assist Administrator account

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Data collected

The GoTo Assist integration provides:
  • Remote support session details
  • User and support activity logs
  • Session history and metadata
  • Support control information

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Use cases

Remote Support Monitoring

Track remote support sessions and support activities

Session Management

Monitor active and historical remote support sessions

User Activity Tracking

Track support technician activities and session details

Compliance Monitoring

Verify remote support controls meet organisational standards

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Setup instructions

1

Log in to ThreatAware

Access the ThreatAware dashboard and navigate to Settings → Integrations.
2

Locate GoTo Assist

Use the search bar to find GoTo Assist in the integrations list.
3

Click Connect

Click Connect and a pop-up window will appear.
4

Visit GoTo Developer Portal

In a new window, navigate to the GoTo Developer Portal and sign in with your platform credentials.
5

Access OAuth Clients

In the GoTo Developer Portal, click the user menu button in the top right corner and select OAuth Clients.
6

Create New OAuth Client

In the OAuth Clients section, click Create New Client or the + button. Fill in the Client Name field, for example: ThreatAware Client or ThreatAware Integration.
7

Configure Client Details

In the client configuration, the Description field is optional (you can add notes about the integration). Set the Redirect URI to: https://auth.threataware.com/api/auth/code-callback.
The Redirect URI is critical for OAuth to work. Ensure it is entered exactly as shown.
8

Select GoTo Product

After entering the Redirect URI, click Next and select GoToAssist Remote Support or Service Desk. This determines which GoTo Assist product the integration will use.
9

Save and Generate Credentials

Click Save to create the OAuth client. You will see the Client ID and Client Secret displayed. Copy both values immediately - the Client Secret will not be displayed again. Store these securely.
The Client Secret is only displayed once. Store it securely in your password manager immediately.
10

Complete OAuth Flow

Click Done in the GoTo Developer Portal.
11

Paste Credentials in ThreatAware

Return to the ThreatAware pop-up window and enter the Client ID (the ID copied from GoTo) and Client Secret (the Secret copied from GoTo). Click Connect to establish the integration.
12

Verify Connection

After connecting, verify the integration status by checking that the Integration Status shows as Active. Wait for initial data synchronization and verify GoTo Assist data appears in ThreatAware.

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Required credentials

Field Name: GoTo Assist Client ID Type: String Description: The OAuth client ID from the GoTo Developer PortalExample: abc123def456xyz789
This is displayed every time you view the OAuth client in the developer portal.
Field Name: GoTo Assist Client Secret Type: Password (encrypted) Description: The OAuth client secret from the GoTo Developer Portal
This is only displayed once when the client is created. Store it securely immediately.
Field Name: Redirect URI (for reference) Type: String Description: The OAuth redirect URI (configured in GoTo, not in ThreatAware)Value: https://auth.threataware.com/api/auth/code-callback

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Verification and testing

After setup, verify the integration is working correctly:
  1. Check Integration Status
    • Navigate to Settings → Integrations in ThreatAware
    • Confirm the GoTo Assist integration shows Active status
  2. Verify Data Collection
    • Wait for initial data sync
    • Check that remote support session data appears in ThreatAware
    • Verify user activity information is captured
  3. Test Queries
    • Create a test query to filter by GoTo Assist session data
    • Verify the session details appear correctly

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Troubleshooting

Symptoms: Integration fails with authentication errorSolutions:
  • Verify the Client ID and Client Secret are correct
  • Ensure credentials were copied exactly without extra spaces
  • Check that the OAuth client is still active in the GoTo Developer Portal
  • Regenerate credentials if needed
  • Verify the client is configured for GoToAssist (not another GoTo product)
Symptoms: OAuth flow fails or redirects to wrong pageSolutions:
  • Verify the Redirect URI in GoTo Developer Portal is exactly: https://auth.threataware.com/api/auth/code-callback
  • Check that the URI is not missing or contains typos
  • Ensure you are using https:// (not http://)
  • Try regenerating the OAuth client with correct URI
Symptoms: Cannot locate OAuth clients in GoTo Developer PortalSolutions:
  • Ensure you are logged in to the GoTo Developer Portal
  • Click the user menu in the top right corner
  • Select OAuth Clients from the dropdown
  • If the option is not visible, check account permissions
  • Contact GoTo support if the menu is missing
Symptoms: Integration shows active but no GoTo Assist data appearsSolutions:
  • Wait up to 15 minutes for initial data synchronization
  • Verify there are active or historical remote support sessions in GoTo Assist
  • Check that the OAuth client has the correct product scope
  • Review GoTo Assist permissions for the administrator account
  • Contact GoTo support if permission issues persist

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Additional resources

GoTo Developer Portal

Access the GoTo Developer Portal for OAuth and API management

GoTo Assist Documentation

Official GoTo Assist documentation

ThreatAware Support

Contact ThreatAware support for integration assistance

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Best practices

Credential Management
  • Store Client Secret securely in your organisation’s password manager
  • Document which GoTo product the client is configured for
  • Regenerate credentials periodically per your security policy
  • Monitor authentication failures in the integration logs
OAuth Security
  • Use the exact Redirect URI provided by ThreatAware
  • Only share Client ID and Secret with authorised administrators
  • Regularly audit OAuth clients in the GoTo Developer Portal
  • Delete unused OAuth clients to reduce security surface