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LogMeIn Manager

GoToAssist Service Desk Release (38.7)

What's New?

Fixes and Improvements for Email Integration

• The Service Desk support email functionality (and the ability to use it to submit incidents via email) has been updated and improved as follows:

- When incidents are submitted via an MS Outlook email using Rich Text Format (RTF), Service Desk now parses the attached winmail.dat file and extracts any attachments embedded in these files (previously, the entire winmail.dat file was attached to the incident).

- All inline attachments are properly included in the new incident (previously, inline attachments were sometimes not added correctly)

- Fewer "email rejected" messages will be sent to account administrators.

• In addition, improvements were made to the way in which email replies are detected. As a result, the Email Integration Key is no longer needed or included as part of each user, group or customer profile.



Fixes and Improvements for File Uploader

• The file uploader functionality (used to upload attachments to text fields within records, knowledge articles and messages) has been updated and improved, as follows:

- Multiple files can now be uploaded simultaneously (IE10, Firefox, Chrome, Safari).

- Technicians can now attach files by dragging them from the desktop and dropping them into the "Add Attachments" area of a text field (IE10, Firefox, Chrome, Safari)

- Technicians can now paste image data from the clipboard directly into a text field (Chrome only).

- The following warning message now appears when users attempt to upload files larger than 50MB: "Can't upload file - it has exceeded the 50MB limit."

Glenn is a member of the LogMeIn Community Care Team.

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22 REPLIES 22
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

GTA Service sucks. I cannot even add highlight to texts. Inline images are tiny and you need to open images in new tabs to view the full size. Not sure how well the email integration works but the current version is crazy with a new incident created for every reply from the client.
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

'In addition, improvements were made to the way in which email replies are detected. As a result, the Email Integration Key is no longer needed or included as part of each user, group or customer profile. '

Can you please provide some details as to how emails are detected?
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Retired LogMeIn Contributor

Re: GoToAssist Service Desk Release (38.7)

Hi Braiden,

Great question! Here's what we're doing now to detect where email replies will go:

  • The Message ID header in the email

  • Fallback to detecting the record ID (B#1234) in the subject line

  • If neither of those are present, then it will create a new incident in the service specified in the To address (when replying).



Hope this helps 🙂

Luke
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

Thanks Luke.

It will be great to show the email address somewhere ? Is it now < service > @ < partner > .assist.com ?
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Retired LogMeIn Contributor

Re: GoToAssist Service Desk Release (38.7)

Very true Thong! You're spot on with your answer.

The format is now (service)@(account-name).assist.com
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

Hi Guys

This upgrade seems to have broken our utilization of GoToAssist (to some degree)

We created new services this morning and assigned those service to our [Company] and we'd got email registration on. What has happened is that, out of say 50 users, 20 are getting registered as customers of this new service, however 30 are not getting through and the service owner is receiving messages that emails from these users don't have access to the service

Perhaps just a slight glitch in the rollout. Can someone please address this? We have logged ticket with helpdesk and they've escalated to engineers, but it is affecting us and we're looking like idiots having sold the company of the benefits of GoToAssist, when some of our customers are not able to send through their requests

Thanks
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

We are seeing the same thing at my company.

Another thing that is happening is when we get an email in that creates a ticket it is getting created under another customer of that company and not the customer who emailed.
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

We are seeing the same thing at my company.

Another thing that is happening is when we get an email in that creates a ticket it is getting created under another customer of that company and not the customer who emailed.
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New Contributor

Re: GoToAssist Service Desk Release (38.7)

Now I can't create incidents with or without the integration key.