> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threataware.com/llms.txt
> Use this file to discover all available pages before exploring further.

# GoTo Assist

> Connect ThreatAware to GoTo Assist for remote support monitoring and control

## 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.

<Info>
  **Connection Method**: OAuth
  **Setup Time**: 15 minutes
  **Access Required**: GoTo Assist Administrator account
</Info>

## Data collected

The GoTo Assist integration provides:

* Remote support session details
* User and support activity logs
* Session history and metadata
* Support control information

## Use cases

<CardGroup cols={2}>
  <Card title="Remote Support Monitoring" icon="headset">
    Track remote support sessions and support activities
  </Card>

  <Card title="Session Management" icon="display">
    Monitor active and historical remote support sessions
  </Card>

  <Card title="User Activity Tracking" icon="user-tie">
    Track support technician activities and session details
  </Card>

  <Card title="Compliance Monitoring" icon="shield-halved">
    Verify remote support controls meet organisational standards
  </Card>
</CardGroup>

## Setup instructions

<Steps>
  <Step title="Log in to ThreatAware">
    Access the ThreatAware dashboard and navigate to **Settings → Integrations**.
  </Step>

  <Step title="Locate GoTo Assist">
    Use the search bar to find **GoTo Assist** in the integrations list.
  </Step>

  <Step title="Click Connect">
    Click **Connect** and a pop-up window will appear.
  </Step>

  <Step title="Visit GoTo Developer Portal">
    In a new window, navigate to the [GoTo Developer Portal](https://developer.goto.com/) and sign in with your platform credentials.
  </Step>

  <Step title="Access OAuth Clients">
    In the GoTo Developer Portal, click the **user menu button** in the top right corner and select **OAuth Clients**.
  </Step>

  <Step title="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`.
  </Step>

  <Step title="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`.

    <Warning>
      The Redirect URI is critical for OAuth to work. Ensure it is entered exactly as shown.
    </Warning>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Warning>
      The Client Secret is only displayed once. Store it securely in your password manager immediately.
    </Warning>
  </Step>

  <Step title="Complete OAuth Flow">
    Click **Done** in the GoTo Developer Portal.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Required credentials

<AccordionGroup>
  <Accordion title="Client ID" icon="key">
    **Field Name**: GoTo Assist Client ID
    **Type**: String
    **Description**: The OAuth client ID from the GoTo Developer Portal

    Example: `abc123def456xyz789`

    <Tip>
      This is displayed every time you view the OAuth client in the developer portal.
    </Tip>
  </Accordion>

  <Accordion title="Client Secret" icon="lock">
    **Field Name**: GoTo Assist Client Secret
    **Type**: Password (encrypted)
    **Description**: The OAuth client secret from the GoTo Developer Portal

    <Warning>
      This is only displayed once when the client is created. Store it securely immediately.
    </Warning>
  </Accordion>

  <Accordion title="Redirect URI" icon="globe">
    **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`
  </Accordion>
</AccordionGroup>

## 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

## Troubleshooting

<AccordionGroup>
  <Accordion title="Invalid OAuth Credentials" icon="triangle-exclamation">
    **Symptoms**: Integration fails with authentication error

    **Solutions**:

    * 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)
  </Accordion>

  <Accordion title="Redirect URI Mismatch" icon="ban">
    **Symptoms**: OAuth flow fails or redirects to wrong page

    **Solutions**:

    * 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
  </Accordion>

  <Accordion title="OAuth Client Not Found" icon="shield-exclamation">
    **Symptoms**: Cannot locate OAuth clients in GoTo Developer Portal

    **Solutions**:

    * 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
  </Accordion>

  <Accordion title="No Data After 15 Minutes" icon="database">
    **Symptoms**: Integration shows active but no GoTo Assist data appears

    **Solutions**:

    * 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
  </Accordion>
</AccordionGroup>

## Additional resources

<CardGroup cols={2}>
  <Card title="GoTo Developer Portal" icon="code" href="https://developer.goto.com/">
    Access the GoTo Developer Portal for OAuth and API management
  </Card>

  <Card title="GoTo Assist Documentation" icon="book" href="https://www.gotoassist.com/">
    Official GoTo Assist documentation
  </Card>

  <Card title="ThreatAware Support" icon="life-ring" href="mailto:help@threataware.com">
    Contact ThreatAware support for integration assistance
  </Card>
</CardGroup>

## Best practices

<Tip>
  **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
</Tip>

<Tip>
  **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
</Tip>