Hello again everyone and happy (or not so happy?) halfway through summer for those in the Northern Hemisphere. The GoTo Resolve product and engineering teams have been hard at work through these dog days of summer and with that hard work have delivered a bounty of improvements to GoTo Resolve’s Helpdesk as well as some valuable UI and Agent App improvements.  As always, you don’t have to wait for my monthly update, you can stay current on releases here.

Recently released:

Customizable Helpdesk Card View

I’ve heard this request come through time and again since GoTo Resolve’s launch in February so I’m very excited to share this update. The release gives agents the ability to change the category of the 3^rd column (e.g., from blocked to closed) and add a new customizable 4^th column to the view. Additionally, you can now change the color code for all columns.

This coupled with the previous “drag and drop” update makes moving tickets to the right stage much easier.

Ticket Labels

Organization is key for successful IT support desks so we’re always looking for ways to make it easier to group issues and identify trends. With this release, agents can now add labels (or tags) to tickets on the fly. These tags can be used to mark a ticket with any information needed to help group or filter tickets. For example, tagging tickets by device type, office location, etc.

Please note, ticket labels are different from categories, which are set at by an admin at the account level, and we’d encourage be used for large buckets of classification such as hardware, software, etc.

Search Tickets in Global Search Bar

While grouping tickets is great, I’d venture to guess finding them is even more important, and this update has made finding tickets a snap.

Most GoTo Resolve agents are using the full force of GoTo Resolve frequently switching between the Support, Devices, and Helpdesk views. For their benefit, the global search bar now supports finding tickets, so an agent can pull up a ticket no matter where they are in GoTo Resolve – from using the file manager to running a support session, agents can easily locate and jump into a ticket.

Additional Helpdesk Enhancements

• Ticket Update Notification: Technicians who spend a lot of time in the ticket views will welcome the new notification feature, which informs them if a new ticket was created, or a ticket has been updated right in the Helpdesk screen
• Ticket History in the E-mail Notifications: End-users receiving notifications about their tickets can now see a history of the changes made to the ticket to track the progress of their issue.
• Admin visibility options for Helpdesk services: Previously admins had full access to all helpdesk services and their tickets, potentially allowing them visibility over confidential data, e.g. in the case of an HR helpdesk. Now only members of a helpdesk service will be able to see the service and its tickets. Admins will still be able to configure the settings of a helpdesk service in the admin center, even if they are not members of that service.

UI Updates

I’m sure this one didn’t get past many of you. The team rolled out some noticeable improvements to the GoTo Resolve agent console look and layout. While some were more cosmetic in nature, like the update to the Support view start screen, there was a significant update to make agents more productive

In this update all active sessions - remote support, terminal, file manager, etc. – have been moved to the side nav bar making multi-tasking and viewing active sessions much easier.

Agent App Updates

We recently released a sizable update to the GoTo Resolve Android and iOS Agent Apps that bring more parity with the web and desktop console for even more on-the-go functionality for support teams. These enhancements include:

• Admin mode improvements: Switch to admin mode midsession and have the ability to modify programs in system-level directories like install, uninstall, or update on the remote device during remote sessions.
• Screen blanking: You can now blank the screen of the remote device during a session run from you iPhone or iPad just like on the desktop console.
• Session type switching: Switch to Remote Control mode from the Remote View session easily without starting a new session. 
• Support session pin link sending: Send a one-time session direct link to the end user via your installed apps (like Whatsapp), not just SMS or email anymore. (this was an iOS update only, as Android already included a share feature).

That wraps up my highlights for the past month.  There are a number of big-ticket items and small improvements coming in the next few weeks from device grouping to alerting to reporting for tickets and more, so keep an eye out.

And, as always, please comment with any feedback on these or past releases as well as any suggestions for future enhancements.

Chris Savio

Director, Product Marketing