How do you update an existing incident via email?
In response to @tobyw7 on Twitter: https://twitter.com/tobyw7/status/673... @gotoassist How do you update an existing incident via email, when replying from a different email. (added as approved). Can u include ref?HootSuite App9 years agoActive Contributor1.2KViews0likes2CommentsChange sender name for forgotten password link?
How do I change our sender name when the forgotten password link is emailed out to customers? I have changed the sender name in service desk settings / customer emails which works for new users but the forgotten password link is still going out incorrectly.Laura Edmunds9 years agoNew Member488Views0likes0CommentsHow do I list all the incidents for a company? (ALL, not just 10 most recent)
I need to search for all incidents for a company, not just a customer, but for all customers listed under the company, including all incidents, not just the 10 most recent) How do I do that?shonnam@oasys.u9 years agoNew Contributor656Views0likes0Commentsnesting incident category
Is there a way to display the full incident category along with the subfield? For example one of our incident category fields Account is the main category with everything under it a sub-category but it will only display the subfield after you select it. I would like it to display the full path, if you will, of the category e.g. Account - AccessAnthony Helwig9 years agoNew Member602Views0likes0CommentsProvide Live Chat in Customer Portal (Service Desk)
Hi, I am very pleased to announce that we are integrating Vivocha with GoToAssist Service Desk! While your Customer Portal gives your customers the ability to help themselves by browsing knowledge articles you've published or submit an incident about their issue, sometimes they are short on patience. With our new beta integration with Vivocha, your customers can instantly start chatting with you through the Customer Portal (or any of your other websites via an embeddable piece of JavaScript). The beta integration will be offered free to GoToAssist Service Desk customers until the end of June. At that point, how successful the integration is will determine whether it stays or goes. For set up instructions please see this Support article: http://support.citrixonline.com/en_US... So give it a try today and let us know what you think.GlennD9 years agoGoTo Manager1.4KViews0likes3CommentsXenApp 7.6
Hi, I have a Citrix Server 7.6 and tried to login users and to open an application automatically using "wfica" on CentOS 6.6. For wfica I user a file renamed by me "profile.ica". When I run the wfica command "./wfica profile.ica" the desktop appears and the user try to login and at the same time to open the application I want, but after 10 seconds it freezes and closes. This is supported on XenApp 7.6 or is another problem? Thank you!Silviu Andrei N9 years agoNew Member768Views0likes0CommentsClosed but not resolved
I would really like the option to close a ticket and mark it not resolved. Sometimes there is no resolution at this time, but there might be later or the user isn't willing to make the change required for the resolution (reformatting their PC).Mitch Irish9 years agoNew Member1KViews0likes2CommentsSub Tasks
Would be useful if Templates could be created with more structure, allowing for tasks that have sub-tasks that would need to be completed to complete the main task. Also, having more ability to control the order in which these could be completed beyond just sequentially would be nice too.Shaun Wolff9 years agoNew Member690Views0likes0CommentsCustom field issue
We have a number of account wide custom fields on our incidents. As of today every custom field is defaulting to 'Yes' when they are usually not (not ticked). This is causing major issues for our reporting and analysis. What has changed???Braiden19 years agoNew Member989Views0likes1CommentCompany Branches
Is there any way to create multiple branches for a company? For example, we service multiple branches of a company, each which has branches/sub-divisions shooting off of the main headquarters. It would be great to have the primary headquarters listed as the main company and then the secondary wings/locations nested under the main company headquarters. While you can create each individual branch as a separate company this creates some unnecessary redundancy- especially when certain traits are shared but alternative traits such as geographical location may be different. Am I missing a way to configure this appropriately in Service Desk?Brandon2110 years agoNew Member687Views0likes0CommentsFeedback issue
Is anyone else having problems with feedback? We have noticed we have not received many feedback reports this month and there has only been about 20 requests for feedback sent when we usually send about 600. We have not changed our settings and I cannot see any issues with the settings.Braiden110 years agoNew Member2KViews0likes4Comments- StevenJoseph10 years agoNew Member672Views0likes0Comments
Using Macros on Tickets
Hello, I know that you can create templates to use for when you are creating tickets. However, when you send the same reply to all customers in the first instances, its time consuming either having to type it out every time, or have it saved in a word or text document What would be nice to have, is the ability to have macros that you can use adhoc when you are in a ticket. The main one that would be greatlybeneficial to the speed and effectiveness that we work at would be to triage tickets with a Macro. ---- For example: When a ticket is sent in to the support desk, it has a priority set and a incident type set as default but no solution. When the support agent has castigated and prioritized it correctly, we would go back to the customer to update them. The Macro would be something along the lines of: "Dear <<Customer Name>>, Thank you for your support request. We have castigated and prioritized it as the following: <<Priority>> <<Incident Type>> <<Solution>> <<Status>> We will be in contact with you once we have completed our investigation on this matter Kind Regards <<Assignee>> ---- Thanks ScottScott Bromley10 years agoNew Member700Views0likes0CommentsMissing assignee icons?
The ticket lists used to show the assignee's icon next to the task--this was useful and we created custom icons that let us quickly see what tickets were assigned. Is there any way to turn this back on, or was it disabled for everyone? MarkMark Ellestad10 years agoNew Member719Views0likes0Commentsflagging VIP customers
I need to flag certain incidents which come in from managers, heads of departments, etc. If I have a new starter on a helpdesk, I hardly want him/her to remember the VIP customer by heart right away. If an incident is somehow highlighted in the queue, it would solve all of my problems. I tried with triggers to prepend title: ***VIP*** but it adds it each time I update an incident. Any ideas?eliza610 years agoNew Member1.5KViews0likes3CommentsGlobal Message to alert all clients on system issue or maintenance.
Ability to post or send Global Messages to the client portal rather than each client individually. I spoke to tech support and they advised to post the idea here. This would be useful for disaster recovery if user's are cut off from their email and we need to make periodic updates to all of them. Currently you would have to do each company individually.Erik11110 years agoNew Member2KViews0likes4CommentsIncorrect Resolve By time for incident created for an event in the past
I had an incident from last Friday, just prior to when I began my trial of GoToAssist Service Desk. I wanted to get it into the system so it could be linked to a Problem and a Change. I created the incident, made it a P1, gave it an Incident Occurred of "14 Aug 2015, 13:37" and a Resolved on of "14 Aug 2015, 13:58". I saved the incident, and in the Resolve By area at the top, it shows a Resolution Due of "14 Aug, 12:54", which is obviously before when the incident occurred. Because of that, it's showing the deadline as not being met. I can only find spots to change the incident occurred time and the resolved on time, so I don't know how to fix this. Any idea why this would be happening?Jason Berberich10 years agoNew Member816Views0likes0CommentsResource Allocation & Global Calendar
Resource Allocation & Global Calendar - we need a way to have visibility of time that has been allocated to future incidents/problem/change/etc - at our end we have the same team doing everything in the helpdesk and there's a difficulty to find out what tickets they may have already allocated for the future - we have to work in the dark! This is a huge problem for us and I hope others can see the point in that too!LBSAdmin10 years agoNew Member1.9KViews0likes5CommentsHow do you mask assignee name in emails
Within our organization we support ~2000 external customers of a web based application. Because of this we currently do not use the customer portal; all communication goes through email. When an email comes in, the incident is set to a GROUP for both Owner and Assignee. After assessing the issue it is assigned to a USER for that area of focus (sometimes developers). When theUSERresponds their name is stamped within the email. Besides changing the USER last names to initials, is there a way to mask/hide theUSERS name (possibly to the GROUP name) to prevent the customer from guessing theUSERSemail address and then emailing them directly? Thanks for any recommendations, Lowell Allen IIIFelix T Cat10 years agoNew Member1.5KViews0likes1CommentWrong Order of Incidents
In GoToAssist ServiceDeskthe current order by due date places items that are due “This Week” before items that were due “Yesterday” and before items that are due “Today” or “Tomorrow”. Earlier Last Week This Week <--- wrong location, should be after "Today" Yesterday Today Tomorrow Next Week Later I have raised two tickets but did not get much traction. Maybe someone else find this annoying?Markus Erdmann10 years agoNew Member3.5KViews0likes11CommentsOut of Office
A staff member is out of office on annual leave and has set up an out of office reply. This staff member is included on watch lists but each time an item is updated GoToAssist Service desk adds the out of office to the comment. We have switched on the out of office option in service desk settings but it does not seem to be working. This is annoying as customers are getting a second update saying that the individual is on annual leave and will reply upon return. Has anybody come across this issue before?Ruairi Byrne10 years agoNew Member1.6KViews0likes4CommentsCan you look up by Company instead of by Customer from within an Incident?
I want to be able to Delink a customer from an Incident and then link another customer to it. But I don't know the name of the Customer I want to link, but I know the Company that person is in. Can I do a look up by Company instead of by Customer from within an incident? Currently I have to leave the incident and go to the Company to find the person's name I want to link.Jan2110 years agoNew Member915Views0likes1CommentBug? Tab now ignoring custom field (updated tickets only)
Something has changed with this recent update that affects the way tab functions on ticket updates only (not new tickets). We have one custom field next to "category" on our tickets, named "department". When updating a ticket, I used to use the mouse to select the "category" field and type the first three letters of the desired category, then press tab which will swap to the "department" custom field, then type the first few letters to match the appropriate department, then press tab which will take me to the symptom field where I will finish entering the ticket. For instance to update a ticket for the accounting department, in the hardware category, for monitor issues I previously: 1.) Open the ticket 2.) Click category field 3.) Type: har (which matches to hardware), press tab which switches to department field, type acc (which matches to accounting), press tab which switches to symptom, type the symptom Overall this is a very rapid process. With the most recent update, this process no longer works for updated tickets. Now when I open a ticket and click on category, type "har" which matches to hardware, and press tab it ignores the custom field and goes straight to symptom. Tab does not ignore this field on a new ticket, only when updating a ticket that doesn't have a category and department (which happens all the time because we have tickets regularly entered via email that never have category and department set). This is very easily reproducible by following the steps above so long as you have a custom field in your ticket.Joshua Davidson10 years agoActive Contributor617Views0likes0CommentsPending Status Update
Currently I have created a status for tickets where my team is requiring further information. However, when we are dealing with the amount of tickets we receive on a daily basis, its hard to keep an eye on tickets that the customer has replied on. I tried to create a trigger so that it would make it easier to identify when a customer has responded to a pending ticket, however when I created the trigger, it would change the status from pending when anyone updated the ticket and not just the customer. I know from using previous service desks (such as Zendesk) that the pending status made a massive difference in being able to identify customer responses. Any advice or assistance on this would be greatly appreciated Kind Regards ScottScott Bromley10 years agoNew Member978Views0likes2CommentsWrong Time entry in Service Desk Time Option
Hi Guys, i need help. I typed the wrong time for my tickets. I wanted to type 1h but i mistakenly typed 4hrs. is there anywhere i can substract 3 hours? i tried to put -3 but i got an error saying tht Hours must be greater than 0.Dimpho10 years agoNew Member996Views0likes1Commentformatting comments
I'm trying to find all the formatting tips for comments. I noticed there were a few formats that are not listed (ie. [-----] bar, [-text-] strikethrough, etc.) The only ones listed in the format tips in the comments are: * Bold * Italic * Bullet Point * Numbered List * Preserve code * javascriptDave Tran10 years agoNew Member933Views1like0CommentsLog out URL redirect
We are using IIS and windows int auth for SSO. But when the customers log out they are brought back to the customer portal login page. However they cannot log back in using that page as AD auth is enabled. It would be nice to at least redirect them to a URL of our choice. For example, redirecting them to our company website.Bcshay10 years agoActive Contributor1.5KViews0likes2Comments- david caranfa10 years agoNew Member4KViews0likes67Comments
Close problems, incidents which are linked to a change when a change in marked as complete?
Is is possible to be able to automatically close problems, incidents which are linked to a change when a change in marked as complete? Also is it possible to view problems, changes in the customer portal?Ruairi Byrne10 years agoNew Member590Views0likes0CommentsSetup RSS feed from Message system in GoToAsssist
I have been asked by your customer support to add this to the community board: I am after an option to embed the message system from GoToAssist Service Desk in our intranet, e.g. using RSS. A widget on the start page of our intranet with IT notifications would be a useful feature, and if this could befed from the GoToAssist meesage system, that would make life nice and easy. Cheers, Markus Nelson, New ZealandMarkus Erdmann10 years agoNew Member884Views0likes0Comments- Charmaine Milan10 years agoNew Member702Views0likes1Comment
Customer Feedback Ratings Links should be change to an ICON or Button for User to Click
I just enabled the Customer Email Feedback and I noticed when I received my test email, it had links for the user to click on next to each rating. My feeling is that some users might now want to click on a link, but a button or icon is more appealing.SUNRISE110 years agoActive Contributor850Views1like0CommentsHow to auto respond to user that ticket is closed?
When a user sends us an email at helpdesk@mycompany.com they get an auto response that we are working on the ticket. How can I make it where when we close the ticket that they will get another response that we closed the ticket as well as our comments that we have made.Johnathan1110 years agoNew Member2KViews0likes6CommentsCustom Reports
Custom Reporting within Incidents for example doesn't really qualify as Custom Reporting. It's more or less a filter for the queue and a means to perform mass actions on the results. I consider Standard Reports to be more like actual reporting. However Standard Reports are mostly canned and cannot be customized, exported, or scheduled. It would be nice to pull reports with graphs that are customized and can be emailed/exported in different formats. Also would be nice to report on things like "time taken to resolve", "Time taken to respond", sums, averages, metrics, etc. Being a service manager the Custom Reports don't help me accomplish metric and KPI reports that can be provided to my direct report. Currently I use Standard Reports, take screens shots, and then patch it all together in a PDF report.Bcshay10 years agoActive Contributor1.3KViews0likes3CommentsUser & Customer Portal FLAT DESIGN
Email notifications from the Service Desk have the flat design why not update the UI(s) for the User and Customer Portal to also be Flat design? GoToMeeting has it as well for the web app and desktop app. The UX is largely driven by the UI and that's what makes a product pleasant and exiting use.Bcshay10 years agoActive Contributor3.7KViews0likes39CommentsNew Design complaints, Grey report notifications
So the button to keep the old layout disappeared today and now we're forced to use the new colors/spacing. My question, why was the decision made to use white text on grey buttons on a light grey background for report notification icons? My eyes are not the best but I might as well no longer have these notifications. What happened to the concept of contrastin design ? that said, what was the problem with leaving the old design available to customers who preferred it? We can't stand the new spacing and loss of information on the What's New tab, not to mention the entire site extremely bothers my eyes with the mixes of grey, light grey, and white everywhere... gives me a headache just thinking about it. I know the discussion on this came and went and I don't see many improvements having been made, but this will likely be the tipping point on us moving to another solution. We're talking about a site we access a hundred times a day each some days, it needs to be clear, organized, easy on the eyes, and as informative as possible with as little effort as necessary to pick things out and this site no longer meets those specifications. Please let me know if there's still some way to return to the old design, or at least to change the white on grey on light grey on white icons.Joshua Davidson10 years agoActive Contributor1.9KViews0likes4CommentsUnable to change category
Bug seems to occur after running a report that changes the category. In the video I am changing category from 15 Days Send Reminder to 15 Days Reminder Sent. As you can see the changes to not apply. This prevents us from managing out renewals. We're having to post a comment in the incident to state we've sent the reminder but this requires us to enter each incident to check.jason111110 years agoActive Contributor1.5KViews0likes2CommentsPrinting Incident/Change
Hi There, We have a requirement to keep all incident and change in hard copy format. I tried to print from an incident , but the formatting messed up and it does not contain all the information. The same for changes. Is it possible to make the printing format better?Maulana Ra10 years agoNew Member608Views0likes0CommentsDate Driven Trigger Not Working
Hi Looking for some assistance here. I have set up an incident trigger which isn't working. The idea is simple. The incident starts with a due date of 30 days. Once the due date is within 15 days, I want the category on that incident to change. Unfortunately I cannot get this to work. Am I doing something wrong or is this simply a bug? Any help would be appreciated. Below is the trigger variables I have set.jason111110 years agoActive Contributor2.4KViews0likes6Comments