GoToAssist Service Desk (42.7 Web) Release

[David Warby]

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.

[Tom Hosgood]

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.

[Thong Kuah]

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

[Luke Grimstrup]

Hey Jason, thanks for the feedback. We'll be making the odd improvement around the new watchlist as we start seeing people use it. Your suggestion will be considered 🙂

[Luke Grimstrup]

Hey Thong, Great question! 540px is the recommended standard for HTML emails, while this may vary slightly between different products out there our testing revealed this was the best width that worked and looked the best across all the different mail clients.

[rob111]

I'm not able to remove people from the watchlist, clicking the "x" like you say appears to remove the name but then when the incident is saved they are still on the list..

[Chase Beydler1]

Any word when this will roll out? Still sending out the old plain text emails.

[Braiden1]

Agree - still seeing the old emails. Very keen for the HTML emails....

[Luke Grimstrup]

Hey guys,

The new HTML emails are scheduled to go out on Wednesday 22 Jan (PST). Trust me, you'll love the new emails, it's well worth the wait 🙂

Luke

[Riko Rakhmanto]

Hi, Is there anyway to turn the email notification back to text based? Our system is using IBM Notes and it does not render well in client or webmail (missing the link to view incident).