BHopgood
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Re: Helpdesk - Ticket Watchlist for Customers and Technicians
Thank you for the update. If you also want it added to the helpdesk then can you please push for it to be added to the roadmap for say, June? The customer and user experience would be greatly enhanced by having this feature as at the moment we have two helpdesk systems: GotoResolve and EMail.790Views0likes0CommentsHelpdesk - Ticket Watchlist for Customers and Technicians
Hello In GoToAssist it is possible to add other customers and users / technicians to one helpdesk job. When a customer CC's in other customers to a helpdesk request via e-mail the other customers are added to the ticket so they get updated with progress or can add more information. Other helpdesk users can also be added so they are aware of what is happening too. At the moment we have multiple helpdesk tickets for the same issues and we are unable to update everyone concerned at the same time. Can we please have this feature put into GoToResolve?808Views2likes2CommentsHelpdesk - Ticket Last Updated and Last Updated By fields
In GoToAssist we could see who last updated a ticket and when. We could sort by "Last Updated" and also see a field "Last Updated By" to see when a ticket had had some activity by a customer or technician. This enabled us to easily see on the ticketing screen when a customer had responded with more information or was OK for us to close the ticket. Can we please have this feature as a matter of top priority as we are not able to respond in a timely manner to our customer queries. Thank you.1KViews5likes4Comments