Search feature is broken - Unable to pull up incidents created after 4/26 in search feature by number or keywords
I reported this already, but did not see any other open discussion on this issue. We are unable to use the search feature to retrieve any incident created after 4/26. This also prevents us from linking tickets to incidents, changes and problems as we cannot find them to link via search feature. When will this be fixed?Mary Forbes8 years agoActive Contributor6.3KViews0likes23CommentsFree Trial - I created an account, but it will not allow me to log in
I created the login of "john.sloan@morpho.com", but it will not allow me to log in. I get a message "Please try again. The email address or password you provided is not correct. " If I select change password, I get message stating that I will be emailed instructions. The email never arrives. If I attempt to recreate theaccount from the "Free Trial" page, I do get an email with the email verification code. Once I type the code in the web page the following error is displayed - "An error occurred with your submission."John Sloan8 years agoNew Member3.5KViews0likes4CommentsCan I create a report that shows all incidents that were opened by my tech support staff and not by the customer?
Would like to have a report that shows any tech support issue created by my staff for a customer. We are asking our customers to enter their requests on the tech support site vs calling the staff and having them enter the support ticket. This will help me identify and praise customers who are attempting to use the self service process vs just calling on the phone.Roger Thornton8 years agoNew Member1.7KViews0likes2CommentsFull Account XML Export
Hi, I have exported our entire GTA Account via XML. When I try to import the Incidents XML file into Excel 2016, the data doesn't look right. Most of the columns are filled with TABLE value. I don't know if the problem is with the way I am importing it into Excel or problem with the exported file? Please advise. FYI: The XML file has 73285 lines. Thanks,Avinash Vellala8 years agoNew Member2.4KViews0likes2CommentsAdd comment triggers are not working unless a ticket is saved
I have setup triggers to self categorize a ticket along with a separate trigger to add a comment based on the category of the ticket. I am noticing that the categories are being added but the comments are not being triggered unless a tech saves the ticket first. Is there anyway to fix this so the minute the ticket is created and categorized they get the automated reply?Carlin28 years agoNew Member3.6KViews0likes3CommentsI need to edit all of my customers. How can I do this without editing them one by one?
I need to update the Office phone, Other Phone, Address, Job Title, Department, and Notes for all of my customers in the service desk. I have all of this information already in a CSV. Is there a way to upload that information instead of typing in all 300+ customer changes by hand?Jordan218 years agoNew Member1.3KViews0likes1CommentUnsolicited calls
Wow! I just received a call from someone posing as a Microsoft consultant and ask me to to go my computer to enter a code and when I told them that I did not want to do so and hung up. He called several times and started cursing me. He called from the following numbers: 800-642-7676 and 585-296-1580Harmel Deanne8 years agoNew Member2.7KViews0likes4CommentsEmail Notification Issues
We've got a few users in our system that never get emails from Go2Assist service desk either on a watch list or in groups that should be notified of changes or recently submitted tickets. Any one else seeing this? Support recommended we rebuild the accounts which has not proven successful thus far. We've even created different aliases for those users and they still do not get the notifications.Nate118 years agoNew Member1.3KViews0likes1Commentpw reset - no email
hello, I just reset my password but I do not receive an email. How long does it take?kerstin18 years agoNew Member1.4KViews0likes0CommentsIs it possible for me to create a new tab like the existing ones like message? I would like to create a new tab called "The Lab"
Is it possible for me to create a new tab like the existing ones like knowledge/message? I would like to create a new tab called "The Lab" for my customers!Narendran Gopal8 years agoNew Member1.6KViews0likes1CommentChange Type field when generating reports, Why is it not in the available as a field?
We've created an in house reporting system that we import data into from GoToAssist Service Desk by using the CSV export since the reports in GoToAssist do not meet the our needs or that of our customers and the flexibility of the custom reporting just isn't there. That's my rant. What I don't understand is why types are not a field available in the report. We use this field to describe the type of change activity and have seven identical entries for all services. We want that visible in the report to categorize the type of change work being done.David Creitz8 years agoNew Member1.1KViews0likes1CommentCan I create a report to show all customers with no tickets assigned?
In response to tobyw7 on TWITTER: https://twitter.com/tobyw7/status/880... @GoToSupport Hi, is there any way I can create a report to show all customers with no tickets assigned? Trying to remove spam tickets, thxHootSuite App8 years agoActive Contributor1.3KViews0likes0Commentsemail not being added to the tickets.
the customer email is showing up as the main support email (itsupport@*****). why is the service desk not recording the emails linked to the message that is sent. why is it being replaced with the "itsupport@****". it seem the service desk is not registering the customer's email. how do we resolve this?Justin Cheng8 years agoNew Member2.2KViews0likes3CommentsWhat happened to task progress bubbles?
We used to depend on the task bubbles next to each task to track progress. It appears these are no longer available within service desk, while any older tasks still have them. I spoke to a representative who confirmed they also were not seeing the progress bubbles. Was this feature quietly removed?Garrett Guthrie8 years agoNew Contributor1.1KViews0likes1CommentAdding Customers to the watchlist on Knowledge and Message section
Is it possible to add Customers to the watchlist on Knowledge and Message section? I know i can do this to Incident by enabling External CC on Account-Wide settings. I'd really like to have this feature for our customers.Narendran Gopal18 years agoNew Member1.6KViews0likes1CommentThe font appears different in my Go To Assist Help desk portal today, i would really like it be back the way it was, how do i do this?
My font looks like it is in Arial starting today 6/7/2017 on Go to Assist, my other coworkers are experiencing the same thing. On this page and before in our dashboard it looks like Calibri or something. I really want the font to go back to Calibri / whatever it was. Does anyone know if this can be changed?Dylan Policheri8 years agoNew Member2.8KViews0likes5CommentsService Desk API
I am having problems connecting to the Service Desk API, I have testing my calls using PostMan and they all work fine. However when i test from my localhost i am getting issues related to same origin policy. Does anyone know of a workaround for this?Andrew Whitney8 years agoNew Member3.1KViews0likes4CommentsAutomatically loading watchlist on service desk tickets.
Can you set up a company so that multiple customers are automatically included in the watchlist? We have one client that wants several of their staff to be included in ALL tickets and updates. It's hard to communication that information to our technicians so that they always include everyone.Jessica McCarth8 years agoNew Member1.4KViews0likes1CommentOpening Incidents via emails through Hub Transport, opens 3 incidents
I am trying to automate a few things, and I have set a Hub transport rule on our Exchange to forward some specifics emails to our Service Desk. Works perfectly but the only issue is opening 3 identical incidents, although the email is send one time from our exchange. I removed the service desk email, enter a test account and send just one email. Any clues why the Service Desk opens 3 incidents?Costas Fakebook8 years agoNew Member3.1KViews0likes5CommentsCustom reports on number of open calls by assignee and open calls by age
Hi, I need the following reports created for a service: 1. A count of open calls grouped by the assignee. 2. A report to show open calls grouped by their age from when they were created - ie calls older than one month, calls older than one week, etc. As well, I want these reports to be emailed to me on a monthly basis. I cannot find an easy way of doing this as it seems that all custom reports are simply lists/queues of calls. Is there a way of doing this in GoToAssist? I would expect this to be a basic feature for reporting on how administrators (users) are managing their calls.Puneet Ahuja8 years agoNew Member2.3KViews0likes2CommentsEmail forwarding from Gmail
We want to use an internal email address, like helpdesk@domain.com and forward that toaspire-support@carefree-nation.assist... for our internal users not to have to remember a new email address, when doing this the helpdesk ticket does not show the customer who sent the email, it just shows helpdesk@domain.com? Is there anyway around this? Are there any triggers/customizations that can be done?ash nael8 years agoNew Member1.8KViews0likes3CommentsNew data archiving proposal too restrictive? Can Citrix provide us with a copy of our support data before it's deleted?
Concerned at the new data archiving proposal. Is there any wayCitrix can provide us with a copy of our support data before it's deleted? We may need to refer back more than the 3 years limit being applied.Ciaran at Keyho8 years agoNew Member3.2KViews0likes5Comments- Antony Barke8 years agoNew Member1.1KViews0likes1Comment
Assign by email / Email commands
Is there any ability to respond to the Incident Notification emails and assign the incident to a specific user with a command in the email? For example, in our previous ticket-management system, we could reply to a notification with words and phrases like "#close" or "#assign to Bob" and the ticket would be modified accordingly. Currently our incidents are assigned to a generic "New Incident Notifications" user we created so that multiple users can be notified of new incidents simultaneously. Our manager would like to be able to respond to that initial notification and assign the ticket to the appropriate tech without having to be at his desk. I know it can be done via the mobile app, but he has an Android phone.Paul M18 years agoNew Member1.1KViews0likes1CommentCan I set up a trigger to send a second email to approvers if release hasn't been approved ?
I find that I quite often have to chase approvers to review and approve release records so would like to be able to automatically send an email to them if a release has not been approved or declined after a certain period of time. Is there a way to do this within GoToAssist ?Julie-Ann Doorb8 years agoNew Member939Views0likes0CommentsAllow Multiple Customers to Be Assigned the Same Incident
Often (especially with service requests), the incident will directly impact more than one customer. In addition, several of our incidents involve a team at a customer location -- so that the incident needs to be distributed to all of the team members as it progresses to conclusion. I would like to see the ability to add multiple-customers (especially from the same company) to a ticket -- not just by attaching them as "Affected Items" -- but truly adding them as Customers to the ticket. In this manner, when I update the ticket or resolve the ticket, each customer would be notified of the response or resolution. In addition, if I have the restriction that customer's can only view their own tickets, then this would permit these "multiple-customer" tickets to be more widely viewed.Rock Creek Solu8 years agoActive Contributor5KViews1like13CommentsLink Service Desk Customer with Remote Support Unattended Computer?
When creating a new incident, and adding the customer, there is the option to start a remote session which creates a new attended session prompting the customer to enter code etc. Is there any way to link customers to a computer that has unattended support active so the agent can quickly connect without having to enter the support console and manually find the computer?jason11118 years agoActive Contributor3.9KViews0likes8CommentsHow do I default a Customer as a "Priority Customer"?
Hi, Question as per title. I see how "Priority Customer" can be assigned every time you create an incident (using the drop-down) in the 'Incident Details' menu, but how do I set up a Customer record (or even better, all the 'Customers' underneath a specific 'Company') so that when a new incident is created for that Customer/Company, the "Priority Customer" flag is automatically set to "Yes"? This would be very useful - for example I could then create a report to pull out all the open incidents associated with "Priority Customers". Thank you in advance, GarrettGarrett Banahan8 years agoNew Member2KViews0likes4CommentsHow do I run a report, with a start and an end time, and get the total # of hours tracked by each support tech?
When I run a report, I'm using "resolved by" and "total time spent" to track how much time each team member tracks. But I'm not sure that's accurate. I'm hoping to get a report that just has a start date, end date, and total time tracked by each support tech. This is because Person 1 might create the ticket, and track 0.5 hours. But the person 2 might resolve the ticket and report 0.5 hours. So the way I'm measuring, Person 2 would get the whole hour. Thank you!!Rob Shelby8 years agoNew Member892Views0likes1CommentCustomer emails not being received - Intermittant
Sometimes I am completing tickets, and closing jobs down, however the customer never receives an email. they didnt even receive the mail to say a job had been opened. If its any correlation it seems when I am opening the job rather than the customer. Would that have an effect?Jonathan Bricke8 years agoNew Member2.3KViews0likes3CommentsAllocate incidents to different agents
I want to allocate incidents to different agents when they are being raised by the customers. How can I do this? I don't want admin to review every single incidents and then re-allocate to different agents.Narendran Gopal8 years agoNew Member1KViews0likes1CommentHow to display the latest comment on top for the articles in Knowledge and Message
As an agent, I'm responsible for publishing Knowledge articles and i've allowed my customers to comment on it. But the latest comment for the articles is at the bottom of the page. How is it possible for me to make the latest comment to display on top of that article?Narendran Gopal8 years agoNew Member1.5KViews0likes2CommentsMake the Closure Comment optional?
Can the Optional Closure comment be changed or deleted? Why does it get sent to the user when the ticket is in a resolved status, but not closed. Currently itsay "Incident closed as it has been resolved". We recently set up a new resolved status "Pending User Confirmation" and uncheck the Close before saving...leaves the ticket open until user responds. The user is receiving the comment Incident closed as it has been resolved in addition to the triggered comment we have added.Mary Forbes8 years agoActive Contributor2KViews0likes3Commentsmaybe i am missing something but i can't seem to get into service desk on my tablet.
i used to be able to surf to www.gotoassist.com on my tablet and then login so that I can access service desk tickets when I am on the road. now, I cannot find the login spot on the website. I have checked all the gotoassist apps in the playstore but can't find anything that is giving me access to service desk.I do find all the remote assistance apps but nothing on the service desk. what am I missing. (both android and windows tablets have the same issue)Steeves Rozema8 years agoNew Member1KViews0likes1CommentExporting Knowledge Base articles with attachments
Hi guys :) I can't find a way to export Knowledge Base articles nicely so I've run them as a report and can then export as a CSV, however this doesn't include any attachments on the articles... Is there a way to include them when exporting, and maybe in a nicer format than CSV? Thanks heaps, ShemDataColNZ8 years agoNew Member982Views0likes1Comment