German localization of status mails according to the language set by the user or globally
We are currently evaluating Goto Resolve and have many users who do not speak English or speak it very poorly. The emails our users receive for the tickets they have opened in the helpdesk are exclusively in English. It would be nice to set the language for the mail events either globally or depending on the language set in the user profile of the ticket creator.
End User Custom Fields in Tickets
The Custom Fields are great, but it would really be helpful for the End User to be able to see and input information into custom fields as well. Being able to set which field is required would be a great addition to that as well. An example would be that in our school district, we have multiple sites and have teachers coming and going every year. Allowing us to add a custom field for "Site/Location" and then the end user being able to put their sit in that field would be very beneficial.
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.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.
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!
Helpdesk - 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.Ti
GTR Helpdesk needs help to work more like Go To Assist Helpdesk
In the helpdesk please make it so that when a ticket is closed it automatically goes to a closed section like in the GoToAssit helpdesk Please make it so replies to tickets in the helpdesk can be seen in the order of the latest reply first. I have to scroll to the bottom to see the latest reply or comment. Please make so we can submit a ticket comment and close a ticket using just one button. Please make it so we can group the helpdesk assigned to views by a technician like the GoTo Assist helpdesk. We would like to be able arrange the tickets to be grouped by who they are assigned to instead of order of the ticket numbers all in one list.
