Unable to Run Application after clicking link from tech
I get a link from tech that looks like this "https://fastsupport.gotoassist.com" and I get a pop up that says, "Unable to Run Application" after clicking link. I don't have an antivirus loaded except for Microsoft.Bofill3 months agoNew Member296Views0likes1Comment- ryanhaynesworth5 months agoNew Member357Views0likes1Comment
AUTHENTIFICATION
Bonjour, J'ai du mal à ouvrir mon compte GTA pour envoyer le lien aux utilisateurs enfin de les appuyer à distance ça me demande le code et quand je mets ça me redemande encore English: Good morning, I'm having trouble opening my GTA account to send the link to users to finally support them remotely it asks me for the code and when I put it it asks me againO_S6 months agoNew Member619Views0likes1CommentDuplicate tickets being created via email - suggestions?
Hey everyone. I've got something here that is hopefully easy to solve. It probably involves utilizing triggers, but my mind cannot seem to crack this one. Our current setup is quite simple. We have one service, Help Desk, with one email, helpdesk@xxx.com that customers can email directly. When customers email helpdesk@, a ticket is created, and our group is then notified. That's working fine. The issue arises when a customer emails the project manager directly. The PM is not a user in our ticketing system (licensing stuff), but they then reply to the customer and CC helpdesk@. The PM does not get a kickback email with the newly created ticket #, so both the customer and the PM continue the conversation via the original, "non-ticketed" email thread, each time CC'ing helpdesk@, therefore creating more tickets. Back and forth it goes, creating more tickets, until one of them possibly latches on to the subject like "B#xxxx" but only once a technician gets involved. We consistently have to clean up the mess every time this happens. To clarify, here's the scenario played out -- > Customer sends email directly to project manager (PM) (sometimes also including helpdesk@) > PM replies to customer, CC'ing helpdesk@xxx.com IF the customer hasn't already > A ticket is rightfully created, and the licensed technicians are notified > If a technician is unable to respond right away, the PM and the customer may exchange additional emails back and forth, using the original email and not the ticket thread, but still keeping helpdesk@ CC'd > Duplicate tickets keep getting created until a technician can respond Hopefully that makes sense. I am hoping someone can give me suggestions. Here are some things we've implemented: 1. When a ticket is created via helpdesk@, a trigger occurs that adds a comment to the ticket. 2. A confirmation email is sent to the customer letting them know we received the ticket. Here is something we've tried so far: 1. Create an additional trigger that notifies CC/watchlisted users when a ticket has been created, however, when testing this, it did not send them the actual ticket with the ticket # in the subject line, it was just some notification, and also it sent the same notification to the customer's email. Perhaps this all boils down to creating these project managers as users in service desk, and licensing them. But this means showing them how to use the portal, which they may not do, and that would create another problem of having tickets assigned to a user who potentially never logs on to resolve and close them. Bottom line: We simply need a way to ensure project managers get a copy of the ticket # sent to their inbox when a customer emails them directly. Keeping in mind that sometimes the customer DOES send to helpdesk@, but they also CC the PM, who then responds to the email, causing duplicate tickets all the same. The PM would then wait to respond until they have the new ticket # email in their inbox, and begin responding to that thread, thus keeping the conversation in the same comment section of the same ticket. Thank you for any help or suggestions!andyb726 months agoNew Member1.5KViews0likes2CommentsGravação de chamadas no Yealink T48U
Prezados, alguém pode me ajudar a configurar meu aparelhoYealink T48U para gravar as chamadas e salvar no pen-drive? Estou com dificuldades. Meu e-mail é: afsouza@tbe.com.br Contato Celular: +55 48 98836-2790 Obrigado pela atençãoafsouza7 months agoNew Member404Views0likes0CommentsCustomer Portal security
I am curious if there is a way to strengthen the security when accessing of the customer portal? Currently our end users submit tickets via email but I would like to begin using the customer portal as there are some features on there I think the users will find beneficial. My concern is that it appears the portal can be easily accessed over the internet. In addition, the users are not required to create strong passwords to access the portal. Because of this, Im a bit concerned and hesitant on using it. Are there any suggestions or options to help improve security on the customer portal? Thank youryaap10 months agoNew Contributor662Views0likes2CommentsPlease Delete My Account
I am being redirected like crazy. Add a function to delete the account yourself in user settings. And PLEASE. DELETE. MY. ACCOUNT. I don't even know how I ended up here. And no- I do not want to speak to customer service as I have phone anxiety. Wipe me off this website, please. Feedback to the site: Quite tedious to find a simple way to delete an account. I recommend changing that. Thanks. Stay hydrated. Oh and ps:delete my account.SolvedDELETE_MY_ACC10 months agoNew Member3.3KViews0likes3CommentsAssign an incident to a User that is not a member of the service
I hope this makes sense. We use this system for Internal Support. I would like to find a way for a User assign to a service that they are not a member of. For example: A User in accounting needs to assign a ticket to Human Resources, the Accounting User has to be a member of the HR Service in order to assign to HR. However, I do not want the Accounting Person to be able to see all of the HR Tickets, but by being a member of the HR Service, they can see all of the HR tickets if they so desire. Is there a way around this? If this is confusing, I apologize and will be happy to try to rephrase if needed.mcole11711 months agoNew Member521Views0likes1CommentService Desk Email Delays
We are seeing notification email delays on our service desk incidents of up to 1 hour for both incoming and outgoing messages. This seemed to have started sometime yesterday afternoon (EST, 9/19). Many incidents are simply sitting with 'Notifications Pending' as we wait for messages to be delivered. Any insight on this issue today would be much appreciated. Thanks!SolvedKWebRU2 years agoNew Contributor898Views0likes2CommentsCalDav Calendar Integration?
It would be awesome if somehow you could subscribe to the Change/Release Calendars through CalDav. This would allow our team to see project deadlines and deliverables right on top of their company calendars without having coordinate between calendars to schedule.Garrett Guthrie2 years agoNew Contributor1.4KViews0likes1CommentWindows 10 remote desktop printer share
I have a computer with XP which connected fine to a Server 2003 box and I could share the local printer. I am now trying to do this with a Windows 10 computer to the same Server 2003 box but I cannot see the remote printer to add on the Server 2003. Any suggestions?MagnumIce2 years agoNew Member1.2KViews0likes1CommentDowload CSV report
Hi Team, we try download a report CSV but to select export to CSV this report charge infinite and no generate to report for download we need your helpSolvedBoard12 years agoActive Contributor2.1KViews0likes12Commentsunsubscribe
Please cancel my subscription agreement. I am unable to complete the process online, and when I call the customer support phone line, I can't get through at all because I am on the phone. Your company is intentionally making it impossible for me to cancel my subscription.ichikawayuichi2 years agoNew Member627Views0likes1CommentDELETION OF MY ACCOUNT
I am longer in need of your service, thank you for helping me once before. Email address: xxxDELETEMYACCOUN32 years agoNew Contributor1.2KViews0likes3CommentsWhat is the limit on attachment file size and quantity?
when creating an incident but also other info.SolvedMike Suding2 years agoActive Contributor3.4KViews0likes4CommentsEdit a resolution comment when ticket is closed?
Can I edit the resolution for a ticket when it's closed? I confused two tickets and put the wrong resolution in one (I know, stupid) and it's not allowing me to edit it. My guess is because it's closed. My team doesn't want a ticket reopened but i don't want to leave the wrong resolution.Solvedekblackwell2 years agoNew Contributor1.2KViews0likes2CommentsOptusnet and Yahoo
I use Microsoft Outlook to send emails. A lot of people you have a Yahoo address do not seem to get my emails......but they get emails from everyone else without issues. I am with Optusnet. So why is this happening? Is it a problem with Yahoo? Optus? some setting?Doonks1232 years agoNew Contributor1.6KViews0likes3CommentsRemoving notification when closing ticket
Hi, We have a group called IT. In that group, we are many technicians. Something annoying is when a technician is closing many tickets in batch. We would received many emails that are saying "RESOLVED & CLOSED", tickets that are left without any comments - so no reason we got noticed. Is there anyway to disabled these confirmations when it's a bulk batch ? something to check before closing it ? I tried to check the "One-off Group Notifications" but it didn't work. The only way I found is changing the owner : but i'm not totally sure it's the correct way. Thank you.apinard2 years agoNew Contributor1.5KViews0likes5CommentsHow 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?vabulldog2 years agoNew Member925Views0likes1CommentGoToAssist ServiceDesk scanning Test Phishing email attachements and causing false clicks
Regards to GTA ServiceDesk community; We're a small MSP with multiple clients. We've been using GTA ServiceDesk for years; we're mostly happy with it. Some of our clients use KnowBe4.com security training service that includes test phishing email campaigns. The last couple of months, we noticed that if an end user forwards the test phishing email to our ServiceDesk as an attached message (or attaches the .eml file via the portal) - the false positive gets recorded, like the user clicked on the link/opened the attachement in the test phishing email. So, it seems like ServiceDesk is doing some sort of attachement links/fiele scanning, causing the problem in this particular scenario. Does anyone else have this problem? Is there anything I could do on my end to to try to stop this form happening? I really doubt it; this feels like ServiceDesk support department issue... Talking about that - does such a thing even exist? Does GoToAssist ServiceDesk Support have a phone number I could reach them on? Thanks all! AdiSolvedSanAdiDiego2 years agoNew Member1KViews0likes1CommentUsing Alt+Page Up/Down Fails Chrome
Since the last update I am no longer able to use theAlt+Page Up/Down to fill in the user and pass on the Chrome browser. Nothing has changed, have not added any new extensions, just flat out refuses to work. I checked the hot keys and they are still set to work but does not matter, they simply refuse to work. I have checked other browsers and it works just fine on them, just fails on Chrome. Any ideas why?klmgraphcis2 years agoNew Member868Views0likes0CommentsLoad Services automatically when creating new customer
Hi there, Is there anyway to have all available services loaded when creating a new customer? Currently, I have to search for each service by name and click on each one. It feels like all the services should be listed automatically and then I just choose whether the user should have access or not.mgibson743 years agoNew Contributor1.2KViews0likes1CommentAutomatically getting/downloading all incidents from Service Desk
I am writing this discussion because our company's current practice for obtaining incident data/information is manually downloading a report configured as such, with an end being a BI visualization. Doing so is time consuming and manual, so we've been tasked with automating this process somehow. I have tried since to do a GET using Postman and my API Token as the Basic Auth. password to obtain all incidents, but when using mine or someone else's API token, only the incidents that user is associated with will be retrieved by the API. This is not ideal, because what I want areallincidents that exist on our view in SD, not just for one user. Is there a different URL Path I need to use to include all users' incidents (other than https://deskapi.gotoassist.com/v1/incidents.format) , or is there an API token that allows me to query more than just an individual user? If this API is not adequate to doing this, is there a different method that anyone can recommend that will accomplish the same thing?ZackS3 years agoNew Contributor2.1KViews0likes5CommentsFew API related questions/requests
I have a few API related questions about GoToAssist Service Desk. I am wondering why it is currently not possible to use APIs to delete Customers from the system. I can create and updated them but deletion doesn't seem to be available. I am also not able to use the Incident API when creating/updating tickets to include custom fields. I would also like to be able to use APIs to create service desk users and assign them specific portal access. Similar to how I can use APIs to create customer accounts and assign them service portals where they're able to raise incident requests to. i would like to be able to automate the creation and assignment of technicians to their appropriate service desk. I was told from support that I should submit feature requests through the community forums and that they might be looked at. So I am posting them here. Hopefully these will eventually be supported. Thank you.Daniel_M3 years agoNew Contributor1.5KViews0likes3CommentsField data removal
Hi: For some reason I can't remove the default data from a field to type in my own data. I'm trying just like I would if I was in front of the remote computer. I highlight the field, then either type in my data or backspace to remove the data. Help, Please.vlterrell3 years agoNew Member899Views0likes1CommentFormatting issue if customer creates a ticket via e-mail
We have a number of customers who e-mail the service desk to create a ticket without using the portal. If their e-mail contains a data table this formatting is converted to text within ServiceDesk making the information unreadable. Is there a setting we can change in ServiceDesk so tables appear formatted correctly when a ticket is created by e-mail?SolvedTB133 years agoActive Contributor1.2KViews0likes1CommentEmail not going to customer on first response
We have our system set up where users send an email an a issue is created in GoTo Assist. We add a response to the issue but sometimes the users doesn't get it via email. We add a user to the watchlist during the first response and they also don't get it. We then add a second response and the user gets it. We have do multiple tests and we see this issue happen over and over. When the email is received by GTA the sender is the customer in the incident. The customer box during the response, the watchlist is checked during the response and the Hide from customer box is not checked. What is the reason the customer is getting a notification on the second response but not the first?ToddAschenbrenn3 years agoNew Contributor1.4KViews0likes3CommentsHow to notify customers when an agent reply to their incident?
My customers are not getting an update email when I post any comment on their incident. Without any notification email, they have to keep coming back to check if there is any update by the agents or not.Narendran Gopal3 years agoNew Member2.6KViews0likes4CommentsData retention on ServiceDesk
Does anyone know how long Incident records are retained on the ServiceDesk product? Do they automatically get culled?SolvedKevinParker733 years agoNew Contributor1.7KViews0likes2CommentsIs there an easy way to add multiple customers to a new service?
So far is seems the easiest way to add customers to a service is to go to the customer screen, open the customer, and add them to the service. The other is to do it through the service and add customers through the search box. Is there an easier way? I only have 133 customers to add but the current options I see are a bit tedious. Thanks!Solvedadam corriveau3 years agoNew Contributor3.8KViews0likes8Comments- Chiara23 years agoNew Contributor1.4KViews0likes2Comments
GetGo API G2ASD - adding a new incident and updating the occurred at datetime
I have tried to email the developer support but no response so thought I would try here. I am able to POST a new incident using the G2ASD API v2 but I am unable to create with a custom "occurred_at" date time or update this value with a PUT incident. Has anyone else had any luck or can point me to how to capture this correctly? Sswampyedwards3 years agoNew Contributor1.2KViews0likes1Commentcsv upload - ASCII char causing import to hang
Hi While importing a csv the checking process validates all the lines but then hangs on the next screen if it hits a ASCII CHAR not supported - could the validation also check for unhandled ASCII CHARs? I am now stripping these out from CSV. Long term we will move to using API imports - are they also limited to ASCII utf08?swampyedwards3 years agoNew Contributor2KViews0likes5CommentsEmail to Service Incident - stopped working
We've noticed that the "email to service desk incident" process seems to have stopped working since around the 15th of September. The emails being sent aren't resulting in a new incident. Has anyone else experienced similar issues on any of their services? Could it be a result of the below GoToAssist service desk maintenance on the 25th? ----- Sep25,2021 GoToAssist Service Desk MaintenanceNick1113 years agoNew Contributor2.5KViews0likes6CommentsUnable to control mac Big Sur client
I am unable to control/view the windows open at the client computer. We both run same version of OS (Big Sur). The connection is stablished, I can click and control the cursor, but unable to see the widows and apps that are open. Can someone help?bno_godoy4 years agoNew Member951Views0likes1CommentReporting - 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, CdCNat4 years agoActive Contributor1.2KViews0likes1CommentCan I create a queue that shows incidents created today and yesterday in separate groups?
I opened my "Created Today" queue and it showed incidents that were both created today and created yesterday in sperate groups on the same page. When I refreshed the page the "Created Yesterday" group disappeared. Is there a queue I can create to show this again? I tried adding "created at is yesterday" a ling with "created at is today" but that created an empty queue.adam corriveau4 years agoNew Contributor897Views0likes0CommentsWhat on Earth? Security BrowseApp?
What is this that is trying to now install itself with no work around on my computers when I go to go to assist and it will not let me pass unless it is installed? I have tried this on multiple different computers on different networks and the results are the same. I have users reporting they are being asked to download when they are running gotomyPC also. Please let me know what might be going on? Is everyone seeing these prompts?SolvedBBURZYCKI14 years agoActive Contributor1.8KViews0likes2CommentsReporting Extract as CSV from GoToAssist Service Desk not working.
Is anyone else experiencing issues extracting csv reports from the GoToAssist Service Desk platform? For the past week I've been unable to extract any reports. It just loads indefinitely and never provides a file to download. Update: I've been trying to run these reports for the past week with no success.... and as soon as I create this ticket it now seems to be resolved....🙄 Update 2: Not resolved, just temperamental it seems. It's occasionally working.Nick1114 years agoNew Contributor1.2KViews0likes1Commentcsv import timezone incorrect
When importing incidents to G2A using a csv the timezone seems to be an hour out. My account is set to London (GMT +0) The service is set to London (GMT +0) The csv file is generated in Google Sheets and the orig doc has the timezone as London. The value in the csv is correct but I cannot see an adjustment for DST (BST). Does the csv import expect UTC times?swampyedwards4 years agoNew Contributor1.7KViews0likes3Comments