The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
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Is this product still being updated?
When was the last time there was any advancement to this product? When we purchased and began using this product in our organization we were promised that it was still a very much under development pr...
Hi,
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.
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.
Glenn, with all do respect we have been a client for about 5yrs and in the beginning there was a lot of interaction and updates, but not so much the last couple of years. The basic product is solid, but it's getting long in the tooth and honestly, we are considering options. A few months ago I was contacted by a few logmein folks who seemed ready to take on the world, and now they don't respond to my emails at all.
I know you stated there was a commitment to this product, but from where I sit, and I think my view is shared, we need to see that in action. It's sad to think just how close Service Desk is to being a great product but we need more from your team to get there. Third party integration options and more flexibility in customization would be a great start. Who do I need to convey this to on your team to get this slow ball rolling? Thanks.
The lack of an answer should answer your question.
I hope the real answer might be that Glenn took some offense to my post and decided not to reply. I didn't mean to be negative, but rather to open more dialog where input can be exchanged. Perhaps my topic should have been: The best way to update a product is to know what your users are needing. I appreciate all the community support here and hopefully it's at least reviewed by the logmein programmers when considering any updates.
Hi GTO80
No offense taken, I have a pretty thick skin. My lack of response up until now has simply been due to the fact that I had no news to share.
Rather than go into how messy and complicated mergers can be (this is my 4th), I will tell you that we added a new Product Manager to the Service Desk team. He has been reviewing all of the customer feedback we receive including here in the community and will be introducing himself to you soon.
