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We have no plans to sunset GoToAssist Service Desk and it is still one of our strong products that is valued within the IT community. We are evaluating the direction of Service Desk to make it more compatible for the needs of IT and are looking at the features and options that you find the most valuable as a service management system for your organization.
I understand why you may feel this way, we did not release any major new features for Service Desk recently but, that does not mean it has been abandoned. In 2016 we had a number of releases that targeted improved stability and security in Service Desk. Across the GoToAssist product line as a whole, there was a lot of work towards unifying the platforms and moving off some of the older systems.
With our recent merger with LogMeIn we have new team members who are getting familiar with the products and the community. They are interested in hearing from you and other Service Desk customers about what you are hoping to see added and how it would benefit your business and the use of Service Desk.
Rather than create a long list of feature requests I'd like to limit it to two questions:
Please remember to explain your reasoning behind both.
Thanks Kevin, I apologize for the community not feeling neglected recently. There are a couple of our support agents that are helping me monitor and respond in our communities now, so I can have some time for some of the more boring tasks. We also haven't had a lot to report for the last few months as the merger was taking place. I'm looking forward to growing community participation in 2017 and introducing you to the new team members.
What is the future of Service Desk? Posts related to the product are very scarce if not very old. So little activity gives me pause and most replies to questions is a typical "not supported" or feature not available. There are no third-party cloud integrations compared to other similar products – and that is a booming industry and an expected standard feature. With the acquisition by LogMeIn from Citrix, did this a dead product?
Have any of the features Kevin asked for been released in the last year?
If not, what's the timeframe? Also, how are new features and updates communicated?
I'm interested as well.