The ability to re-arrange our categories by either drag and drop or even an up and down arrow would be a great addition. Currently, the only way to re-arrange the ticket categories is by renaming them (which then changes all the tickets that category is associated with) or deleting all of the ones below where you want to put the new one in the list.   It makes it very tedious to keep the categories in alphabetical order for ease of use for our end users. ... View more

In GoToAssist we could see who last updated a ticket and when.   We could sort by "Last Updated" and also see a field "Last Updated By" to see when a ticket had had some activity by a customer or technician.   This enabled us to easily see on the ticketing screen when a customer had responded with more information or was OK for us to close the ticket.   Can we please have this feature as a matter of top priority as we are not able to respond in a timely manner to our customer queries.   Thank you. ... View more

The Custom Fields are great, but it would really be helpful for the End User to be able to see and input information into custom fields as well. Being able to set which field is required would be a great addition to that as well.   An example would be that in our school district, we have multiple sites and have teachers coming and going every year.  Allowing us to add a custom field for "Site/Location" and then the end user being able to put their sit in that field would be very beneficial. ... View more

¡Hola!   Me gustaría tomaran en cuenta estas peticiones que son muy importantes para los agentes que utilizamos GoTo Resolve.   Me gustaría que en el servicio de tickets yo tenga la facilidad de crear campos personalizados y que el usuario final lo pueda visualizar y pueda editar ese campo o escoger la ‘’opción” de ese campo creado. Actualmente solamente yo como agente puedo ver esos campos, pero el usuario final no lo puede ver al momento  de crear un ticket. Además, ya creados esos campos personalizados me serviría de mucha ayuda que en el apartado de los “informes” donde yo requiero sacar distintas métricas igualmente me brinde información sobre esos campos creados, como por ejemplo en la imagen que coloque arriba, yo cree un campo llamado “tipo de equipo” donde el usuario pueda escoger el tipo de equipo que está reportando y yo a la hora de exportar el Excel con las métricas me brinde la información de cada ticket y que tipo de equipo fue el que el usuario escogió.   También, seria importante saber cuál es la cantidad de tickets, abiertos o cerrados, que la plataforma tenga un espacio que tenga un contador donde te diga cuantos tickets tienes abiertos. Actualmente si necesito esa cifra tengo que contar manualmente para saber cuántos tickets tengo.   Y una ultima sugerencia. En una sesión remota  a un equipo no se pueden conectar dos agentes al mismo tiempo, al momento de que el segundo agente quiere conectarse automáticamente saca de la sesión al primer agente que estaba adentro. Seria útil que mas de dos agentes se puedan conectar simultáneamente a una sesión remota.   Gracias!! ... View more

Hi All   Is there a way to export all tickets and comments either as a spreadsheet or pdf? ... View more

On Helpdesk, if we can't get an auto refresh, is it possible to have a refresh button added so we don't have to navigate from Helpdesk to another area like Support and then back again to get it to refresh the ticket list? ... View more

Hello   In GoToAssist it is possible to add other customers and users / technicians to one helpdesk job.   When a customer CC's in other customers to a helpdesk request via e-mail the other customers are added to the ticket so they get updated with progress or can add more information.   Other helpdesk users can also be added so they are aware of what is happening too.   At the moment we have multiple helpdesk tickets for the same issues and we are unable to update everyone concerned at the same time.   Can we please have this feature put into GoToResolve? ... View more

Would like a way to be able to keep a view in Helpdesk.  Would be a nice feature to be able to come out of editing a ticket and not have to switch back to 100 per page and sort by "Assigned To" ever time.   ... View more

It seems as though there is no way of creating an email for the end user when manually adding a Ticket.  ... View more

Hi there,    Is it possible to change the default email for helpdesk tickets. I am using helpdesk@company.gotoresolve.com but would like to change the email address to work automatically with our company domain hosted on google.    Regards. Matt  ... View more

It would be nice to have a report for alerts that you could run to see which pc's are on the alert. I have a report setup to show pc's with 5gb or less hd space. I have to thumb through all of the alerts to find which pc's are on it. It continually throws alerts until you acknowledge them and then you don't get alerts anymore. ... View more