GoToAssist Service Desk (42.7 Web) Release
Hi, Over the next couple of days we will be updating GoToAssist Service Desk with the following: New Layout for "Notify Watchlist" Section • The "Notify Watchlist" section at the bottom o...
Forum Discussion
Thank you Luke for your help. We have tried to educate our customers to use the web site and knowledge articles that have been added. Our signatures and auto-response texts already include a recommendation to use the web site for replies.
I think the problem is that you have made it too easy for customers to dash off a quick reply when an email is received. Perhaps just giving the customer a notification that a response from the service desk is available on the web site without including the response would help. Could this be a configuration option?
Or maybe the service desk email could be from "noreply@" etc. Again this could be a configuration option as maybe there are service desk operators who actually want customer signatures and copies of the entire incident in every discussion block.
I think the problem is that you have made it too easy for customers to dash off a quick reply when an email is received. Perhaps just giving the customer a notification that a response from the service desk is available on the web site without including the response would help. Could this be a configuration option?
Or maybe the service desk email could be from "noreply@" etc. Again this could be a configuration option as maybe there are service desk operators who actually want customer signatures and copies of the entire incident in every discussion block.
