Forum Discussion
Custom 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 Standa...
I get that one of the selling points of GoToAssist Service Desk is that it is supposed to be customizable, however, having raised several service desk tickets with Citrix and queries on the community to even understand how their Standard Reports are even calculated and having to wait 2weeks+ for a response which was fluffy at best and I already had figured out that much, it makes you wonder whether they even know how the application works in the first place! Why is there no documentation outlining how reports are generated and what fields are used for the calculations? Why is there a button on the service desk that enables you to pause the timer but has no effect on the actual calculations on the reporting? When are you planning on doing something with this?
The whole point of investing in a product is to make life easier. At the moment it feels like we are making do with something that we are putting all this data into but not necessarily able to make any improvements on service as it is such an effort to track and report. At least not an easy improvement process anyway.
Reporting functionality is just disappointing.
The whole point of investing in a product is to make life easier. At the moment it feels like we are making do with something that we are putting all this data into but not necessarily able to make any improvements on service as it is such an effort to track and report. At least not an easy improvement process anyway.
Reporting functionality is just disappointing.
