Rose21
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Joined 7 years ago
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Watchlist contacts on service desk tickets.
It would be convenient if the customer contact list were available as a menu in the watchlist field. That is: you could add people from your customer base, or manually add someone. We have an organization that has over 500 employees. Our service desk is set up so that our employees are our customers. The employee submits a helpdesk incident and we would like our technicians to add the supervisor to the incident. It would be nice if they could select the supervisor from the list of customers instead of typing the name each time in the watchlist. As it stands right now, I have set up a trigger using custom fields that adds the supervisor to the incident but there is no way to add the supervisor to the watchlist except manually.1.8KViews0likes1CommentQuality of Support
What has happened to the quality of technical support for Service Desk? I have experienced a massive deterioration with regard to technical support over the last few months. I can almost never get an answer any more. What I get over and over again is THIS email: "Here you will be able to find more especific information about GoToAssist Service Desk: https://support.logmeininc.com/gotoassist-servicedesk?c_name=prodselect" Six or eight months ago I could call and get answers to my questions, now a) I get put on hold for endless amounts of time and b) I get sent emails that rarely have the answer I'm looking for. Most often what I get the above noted link which takes me to the GoTo Assist Service Desk Help page. I assure you, I know how to get to the aforementioned page and have already been to that page prior to calling with my assistance request. What is the cause of this substantial decline in adequate support for the product?1.9KViews0likes3Comments