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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
- Very good point! We'll see what we can do in an upcoming release. Watch this space ;)
- Great feedback, but I suspect this really comes down to educating your customers to use the portal. This has additional benefits of browsing the knowledge base before raising an incident too. If you're using Custom Fields to collect additional information about the incident, you can expose these to customer to help speed up response and resolution time too.
My recommendation here would be to perhaps add a small note in both the Auto-Response and perhaps Footer encouraging people to go to the Customer Portal for better quality support. - Yes, you can do this currently by enabling the External CC feature. If you go to Configure > Account-Wide Settings > Defaults. Check the "Enable External CC" field.
- You can do this by creating a Trigger to do this. If you're administrator you can do this by going to Configure > Services > Select a Service > Incidents > Triggers. Create a trigger for when "Tagged" is changed to "something" and add 20 people to the watchlist. That would mean you'll only need to add a tag to the record to instantly add people to the watchlist.
- Is it now impossible to remove people from the watchlist?
- I agree with Chase, there needs to be a spot in the global config for Service Desk that allows us to enter our SSO URL then have the notification links dynamically update to use the SSO URL if one is specified, otherwise use the standard link to Service Desk.
- This looks great, but we are still waiting to hear about changing the actual content of the notification emails. We use the single sign-on technique you offer but this makes the now more prominent "View Incident" button even more of a hassle because it does not work with single sign-on. Customers click the link/button to go to the issue but are bounced against the wall since they are not using our hosted passthrough link.
- All good stuff.
But what I would really like to see is some way to force customers to use the web page when replying on an incident. This would have 2 benefits:
1) Lengthy email signatures would be omitted
2) Entire emails with several earlier replies would not get posted into the discussion block for an incident. - We don't currently see the external notification option/entry field shown in your attached image. is there an option I haven't turned on?
- +1 its good to see the full list of Users available to be notified to remind you to notify them?
