Viewing Support Sessions from Other Agents
It would be beneficial for agents with the Member role to have visibility into support sessions linked to a ticket they are working on, even if the sessions were attached by another agent. This access would remain private, as agents would only be able to view sessions that were specifically linked to the ticket.Helpdesk Filters for Session History
When linking a previous remote support session to a helpdesk ticket, it would be beneficial to have a preview feature available before attachment. Additionally, a filter to exclude Unattended sessions from the list, ensuring only Attended sessions are displayed, would enhance usability. Implementing these features would significantly improve efficiency and user experience. This would also prevent users who only use Instant support and helpdesk from having to see other agents unattended sessions listed.
Helpdesk - 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?
Re-Arrange Categories
The ability to re-arrange our categories by either drag and drop or even an up and down arrow would be a great addition. Currently, the only way to re-arrange the ticket categories is by renaming them (which then changes all the tickets that category is associated with) or deleting all of the ones below where you want to put the new one in the list. It makes it very tedious to keep the categories in alphabetical order for ease of use for our end users.
Add a notification when a ticket is transferred between queues
Hello, We just created a second IT team with its own ticket queue within Resolve Helpdesk. We noticed when the teams xfer tickets it doesn't notify the receiving team, so tickets are getting responded to later than we'd like. Has anyone figured out how to do this? As of right now we have people doing shoutout via teams chat but its not the best bandaid.
Allow clients to add files to the ticket at any time
Helpdesk portal only allows attachments on initial creation. The IT support can attach files all through the ticket history, but the end user can only do so when they start the ticket. The end user can add files via email throughout the ticket and seems like a flaw that they cannot do so in the ticket portal. This needs to be an option in the portal throughout the ticket history because we request screenshots if they didnt send one in initially. Please fix!Make Filters Persistent
I constantly have to keep changing filters on the Helpdesk to filter out closed and resolved tickets. By default you should only be looking at tickets that are currently open. I have no clue why this system defaults to all tickets. Please at least make filters persistent/sticky, so that once I have filtered the dashboard the way I want to view it, it stays that way. Constantly have to reapply filters throughout the day so that closed and resolved tickets are not cluttering up the view of current tickets we're trying to work on is a must!Tickets Created in Teams mandatory fields
We need to have the custom fields that we have added to be mandatory to open a ticket within Microsoft Teams. For example, we have multiple locations across the company. We added in custom fields a location category. However, if you open a ticket within teams that field does not populate when opening a ticket. We need that to be mandatory to select
