Forum Discussion
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 of each Service Desk record has a new look and feel.
Current look
New look
Technicians will be able to quickly add other users to a watchlist.
New Format (HTML) for "Updated Record" Emails sent from Service Desk
• The automatic Updated Record emails sent from the Service Desk system are now sent in HTML format and have a new look and feel. Previously, these emails were sent in plain text format. Other email types (e.g., Activation emails, Forgot Password emails, Auto-Response emails) will continue to be sent using plain text emails. This will be enabled for everyone around 1/18/2014
1. Technician emails include details about the incident record, the update for which the email was sent and a link to the record within Service Desk.
Current Look
New Look
2. Customer emails include limited information about the incident record, the update for which the email was sent and a link to the record within the Customer Portal (if the customer has portal access).
Real-Time Updates to "Notification" Entries in Activity Section
• When an update is made to a record, the Activity section now displays the real-time status of the notification emails. This gives an extra level of transparency into the system, and lets technicians know exactly who has or hasn't received an email notification.
• Once an update is made, a "Notifications Pending" entry indicates that notification emails have not yet been delivered to the relevant technicians or customers. Once emails are sent, the entry is dynamically updated (without requiring a page refresh) with the people that were notified (e.g., "Notified: [user name]").
Additional "Action" Option for Triggers ("Re-Open")
• When creating triggers, a new "Re-open" option for is now available in the Action drop-down menu (i.e., "What do you want to happen?"). This allows technicians to have records automatically re-opened when certain criteria is met (e.g., if a customer updates an incident after it's already been closed).
New "Order By" Option for Sorting Dashboard Entries ("Assignee")
• Technicians can now sort incident, problem, change, release and knowledge dashboard entries by "Assignee." Entries will be sorted into "Assignee" sections, which can be helpful for viewing how many incidents are assigned to a particular person or group.
Nested Categories (previously Labs)
• Administrators can now create subcategories under categories for incidents and problems (Configure > Services > [select service] > [Incidents or Problems] > Categories), allowing them to further customize the categorization of their records (e.g., for complex services, to increase the level of detail for reporting). Previously, only categories were available.
• Once administrators have configured categories and subcategories, technicians will see them listed in the Category drop-down menu in incidents and problems. If technicians search for a subcategory, the results will also display which category it is included under.
Full release notes will be posted to the GoToAssist Blog once the release is live. http://blog.gotoassist.com/release-no...
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 of each Service Desk record has a new look and feel.
Current look
New look
Technicians will be able to quickly add other users to a watchlist.
New Format (HTML) for "Updated Record" Emails sent from Service Desk
• The automatic Updated Record emails sent from the Service Desk system are now sent in HTML format and have a new look and feel. Previously, these emails were sent in plain text format. Other email types (e.g., Activation emails, Forgot Password emails, Auto-Response emails) will continue to be sent using plain text emails. This will be enabled for everyone around 1/18/2014
1. Technician emails include details about the incident record, the update for which the email was sent and a link to the record within Service Desk.
Current Look
New Look
2. Customer emails include limited information about the incident record, the update for which the email was sent and a link to the record within the Customer Portal (if the customer has portal access).
Real-Time Updates to "Notification" Entries in Activity Section
• When an update is made to a record, the Activity section now displays the real-time status of the notification emails. This gives an extra level of transparency into the system, and lets technicians know exactly who has or hasn't received an email notification.
• Once an update is made, a "Notifications Pending" entry indicates that notification emails have not yet been delivered to the relevant technicians or customers. Once emails are sent, the entry is dynamically updated (without requiring a page refresh) with the people that were notified (e.g., "Notified: [user name]").
Additional "Action" Option for Triggers ("Re-Open")
• When creating triggers, a new "Re-open" option for is now available in the Action drop-down menu (i.e., "What do you want to happen?"). This allows technicians to have records automatically re-opened when certain criteria is met (e.g., if a customer updates an incident after it's already been closed).
New "Order By" Option for Sorting Dashboard Entries ("Assignee")
• Technicians can now sort incident, problem, change, release and knowledge dashboard entries by "Assignee." Entries will be sorted into "Assignee" sections, which can be helpful for viewing how many incidents are assigned to a particular person or group.
Nested Categories (previously Labs)
• Administrators can now create subcategories under categories for incidents and problems (Configure > Services > [select service] > [Incidents or Problems] > Categories), allowing them to further customize the categorization of their records (e.g., for complex services, to increase the level of detail for reporting). Previously, only categories were available.
• Once administrators have configured categories and subcategories, technicians will see them listed in the Category drop-down menu in incidents and problems. If technicians search for a subcategory, the results will also display which category it is included under.
Full release notes will be posted to the GoToAssist Blog once the release is live. http://blog.gotoassist.com/release-no...
32 Replies
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- New issue (sorry :)):
The HTML email looks nice - seems to have more info too. However, could the max-width be slightly larger ? 540px is rather small for modern screens, and requires much scrolling - Yes, we also discourage emailing the technician directly for the same reasons. I am not suggesting that the reply option is removed but only that the service desk can be configured so that if desired the customer can only reply via the web page - which actually would satisfy both of us and give cleaner less bulky incidents.
- We prefer our users to use the reply option to the notifications, otherwise they try to email the technician directly which bypasses the ticket and we lose the thread. However, Service Desk strips out the entire string of ticket information and only puts in their reply, which yes, does capture their signature, but we would rather have that then have the customer try to email the technicians directly.
- 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. - This would be huge, we are currently not publicising the portal to our customers even though we set-up SSO simply because of this problem of users going to the link in the email which does not point at the SSO page.
- Thanks for the reply!
- Like the new watchlist (been using today).
One addition for it would be once you've searched for someone to add, and only their name shows in result set, to allow [Enter] button to add them to the Watchlist, then return cursor to Search bar to add another and so on. Make adding Users to watchlist easier with no mouse required. - Brilliant, and good stuff Luke ! :D
- It's hard to tell from the release notes, but once this is released, hovering over a name will reveal an "x" icon. Click this would remove the person from the watchlist.
- Very good point! We'll see what we can do in an upcoming release.
