How to cc users on incidents
I have users that will email the support email address and cc someone else. Let's say Matt emails support but cc's Jim. Well Matt gets all the email correspondence because he is the incident owner. To Jim it looks like Matt put in a support case and hasn't heard back. How do I make it so that Jim will get the updates that Matt gets?
Reporting - All User activity between a date range
Hello, Is it possible to get a list of incidents that had activity between two dates? By activity, I mean there was a response by the Service Desk user or by the customer, or that the issue was created, closed or had a status changed between those two dates. The reason I am looking for this is that we would like our Service Desk users to be able to see any issue they interacted with so that they can fill out their timesheets easier. Currently I can only see "Last Responded At", or "Created At" etc. Those values don't allow searching for incidents that had activity between a date range. Thanks, Cd
Feature Request - Sort on any column
I think it is great that we can chose which columns are displayed in the dashboards. It is good that we can group on a static subset of them. I would love it if we sort on any column. It sees like it would be a standard grid function to be able to sort on any column. We can add/subtract columns, change the order but I want to be able to sort on any column in the grid. Thanks!
[Feature request] HTML or Markdown table
Hello! Recently speaking with a LogMein Support Representative they asked me to post here because of my request. We are using the GoToAssist Service Desk and there is no way to parse tables in incidents and when a customer sends a HTML table the text becomes unreadable. It would be nice to use this markdown format https://www.markdownguide.org/extended-syntax/#tablesLink Multiple Customers to an Incident
I would love the option to link multiple customers to an incident. Currently, you can only link one customer - any other customers who need to be updated or notified of the resolution have to be added to the External Watchlist, which seems like a backward way to do it. Why can't we simply link additional customers to an incident? Thanks for considering, Mike
Gotoassist unattended verification code
Currently using GoToAssist version 4.8 Build 1692 When trying to setup unattended access for some of our clients it asks us to verifiy our account. Typically not an issue as we can quickly log into our email and get that code. Recently however we have been getting the verification request on nearly ever computer (mild annoyance). The emails only seem to show up 1 out of every 4 times(major issue) and when we do get a code, they never seem to actually work as far as verifying the account as it asks us to receive a new code to verify. Is there anyway to turn off the verification "feature". The accounts are secure so any addition verification is just an unpleasent extra step.Customer participation in Change/Release Management
I work in the IT department in a company of 250+ users (customers) We have a an internal policy on requesting Software implementation (Change management) or updates/patches (Release Management). The process flow we have adapted is as follows: A Change/release request comes from one of our customers. Certain key Customers are notified of the change/release request based on what it will affect, they enter there notes with any concerns. A member of the support team then approves the request and then its assigned to a tech to plan out the build. Once the build is complete and ready for testing, the customer is the one that does the testing and reports back to us. Techs update the change/release request accordingly and once testing has been completed its pushed into production. We currently have 5 Service desk accounts for our IT support team and the problem I’ve run into with regards to change/release management is that our customers cant create them, get notifications about them or even see the status. As a result we have to use workarounds like using indecent tickets to track and notify end users, which is not really efficient nor does it flow well in the execution process. This is a feature my department and I imagine others, would benefit greatly from as we currently have to use SharePoint forms to process these request.
