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Forum Discussion
GoToAssist Service Desk (43.4 Web) Release
Hi,
We have released an update for GoToAssist Service Desk.
Highlight The new HTML Email format has been enabled for all customers.
What’s New
Display inline attachments in emails sent to and from Service Desk
When inline attachments are included in emails sent to Service Desk, any incidents that are automatically created from the email (if incident creation via email is enabled) now properly display the inline attachment in the “Symptom” text field . This makes it easier for customers to illustrate their problems using screenshots and images.
Similarly, when inline attachments are included in the details text fields (e.g., symptom, discussion) of a record, any automatic Update emails sent from Service Desk now properly display the attachment inline. This makes it easier to provide support to customers using screenshots and images.
We have released an update for GoToAssist Service Desk.
Highlight The new HTML Email format has been enabled for all customers.
What’s New
Display inline attachments in emails sent to and from Service Desk
When inline attachments are included in emails sent to Service Desk, any incidents that are automatically created from the email (if incident creation via email is enabled) now properly display the inline attachment in the “Symptom” text field . This makes it easier for customers to illustrate their problems using screenshots and images.
Similarly, when inline attachments are included in the details text fields (e.g., symptom, discussion) of a record, any automatic Update emails sent from Service Desk now properly display the attachment inline. This makes it easier to provide support to customers using screenshots and images.
9 Replies
- Hey Kevin, our next release (scheduled for some time over the next day) will include a link to view the incident at the bottom of the email to workaround this issue.
- Hey Gaston, our next release (scheduled for some time over the next day) will include a link to view the incident at the bottom of the email to workaround this issue.
- Hey Nathanael, Thanks for the feedback I have passed this back onto the team.
- Hi Bryan, Users can turn off Plain Text emails by going to Configure > My Service Desk Settings, and changing their email preference back to plain text.
- Hi,
Is there a way of turning this feature off? If so, how.
Plain text was fine for us.
Thanks - A little feedback on the html email - would like to see the new comment text in the email a little bigger/bolder and a couple line breaks added to set it out from the rest of the email. With a short one line update we have complaints that it does not stand out enough.
- Hey guys,
Thanks for raising this, the team will look into this. I'll keep this thread updated.
Luke - having same issue as gaston. this is making browsing support issues a bit more cumbersome. please re-add / fix the view incident link.
- I love the new HTML email, but....
We have some users in our organization still using Outlook 2003, the client is set to HTML and images are displayed . everything looks ok except for the fact that they can't see the last green hyperlink with the label View Incident (See attachment)
The link to View Incident is not visible in OWA 2010 either.
Funny thing is when you reply or fwd that email , the HTML parses properly and you can see the View Incident Link.
Perhaps keeping the link to Incident as a regular hyperlink outside any cell or table will do the trick
Thanks
