Forum Discussion

jason1111's avatar
jason1111
Active Contributor
10 years ago

Link Service Desk Customer with Remote Support Unattended Computer?

When creating a new incident, and adding the customer, there is the option to start a remote session which creates a new attended session prompting the customer to enter code etc.

Is there any way to link customers to a computer that has unattended support active so the agent can quickly connect without having to enter the support console and manually find the computer? 
idea
  • troglotech's avatar
    troglotech
    Active Contributor
    10 years ago
    That would require a customer ID, something the design team has been reluctant to implement from inception on this GoToAssist.
  • GlennD's avatar
    GlennD
    GoTo Manager
    10 years ago
    Hi Jason,

    This isn't quite possible yet so I'm turning this into an Idea for the teams to review. We're definitely working towards bringing Remote Support and Service Desk integration closer together.
  • gcaparulo's avatar
    gcaparulo
    New Contributor
    10 years ago
    Linking an unattended Remote Support agent to a ticket and/or CI would be hugely beneficial.
  • William Kerns's avatar
    William Kerns
    New Member
    9 years ago
    This feature would be a swing factor in purchasing Service Desk. Has this been implemented?
  • tobyw7's avatar
    tobyw7
    New Member
    8 years ago
    I've just been looking for this feature but looks like it's not there yet. Would be great to have this.
  • troglotech's avatar
    troglotech
    Active Contributor
    8 years ago
    Customer ID and associated attributes should be associated with each Remote Support end point/unattended computer, not just with specific Service Desk incidents. Regardless of whether I am a COL Remote Support or Service Desk customer, I still need access to some basic information to perform my job effectively, including what is my end user's contact name and how I can communicate with them by phone, email and text. Other less generic but also needed information can be handled with comment boxes and/or user defined fields. Any implementation which does not integrate customer contact information with remote support endpoints will DRIVE ME INTO A SNARLING FRENZY!!!

    Please do not let a misguided product differentiation/crippling strategy trump a primary goal of design excellence in every product.Our patience is not limitless. You will thrive by making Remote Support the top competitor in it's class, not by trying to shoehorn your customers into an overpriced, overkill "higher end solution".