GoToAssist Service Desk (42.7 Web) Release

[Luke Grimstrup]

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.

[Luke Grimstrup]

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.

[Luke Grimstrup]

Very good point! We'll see what we can do in an upcoming release. Watch this space 😉

[Luke Grimstrup]

Very good point! We'll see what we can do in an upcoming release.

[Luke Grimstrup]

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.

[Thong Kuah]

Brilliant, and good stuff Luke ! 😄

[Jason Willows]

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.

[Jennifer Berk]

Thanks for the reply!

[rob111]

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.

[Tom Hosgood]

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.