Customising customer portal - Front page message
Hi, When a customer raises an incident in the customer-facing portal, they have radio buttons for urgency ranging from P1 to P4 etc. Is there a way of when the customer logs into the portal, they see a constant message that advises them to call for P1 and P2 issues? Is this possible to add to the home screen and when they go to raise a ticket? Regards ChrisChrisWilkins6 years agoNew Contributor1.3KViews0likes1CommentAn error occurred with your submission.
Hi I'm trying to use GoToAssist 7 day free trial and getting an error code "An error occurred with your submission." I've tried my Gmail and business email too but it's not working. My location is Delhi, India is there any restrictions or something like that. If yes, please let me know the way to use this tool for my business. Even I tried my another computer with different browsers. Your help will be appreciated. Thank You.Solveditsolutionspro6 years agoNew Contributor3.9KViews0likes6CommentsDisplaying in line images in GoToAssist emails
Hi, Our users all use a standard signature which contains images, and when they create or update tickets via email the update emails we receive change those images into attachments. Is there a way that GoToAssist can retain these images in the message body to keep the fomatting of the email thread tidy? Thanks!Mark_P6 years agoNew Contributor1.5KViews0likes1Commenti have created report/queue to contain specific fields but emailed or csv does not contain the same fields
due to diversity of our help desk department, we have created several services each with specific fields that the customer needs to fill in. I have created a report for one particular service and it runs fine to the screen. when I ask for an emailed copy of the information so that I can search and sort the info, the email does not contain any of the fields I have selected (at least I am not seeing them and there is no option to scroll to the right for any further information). the same occurs when I schedule the system to email me. I can get all my information if I manually select "export to csv" and then select the "include additional fields". I feel that I should not have to do this every week that I need this reportJVH6 years agoActive Contributor3.1KViews0likes4CommentsWhen i Create gotoAssist Free Trial ID its Showing Server error
when i login with Domain user in windows and i Create gotoAssist Free Trial ID its Showing Server error, But when i login with normal user and Create goto Assist id its working fine . Why ?devinderpalb26 years agoNew Member1.2KViews0likes1CommentCan you create Microsoft Teams Intergration the same way you have a slack intergration?
We are using Microsoft Teams, and I saw that you have a Slack integration in Service Desk, through webhooks, can you create the same option for Microsoft Teams. It is almost the same intergration as slack. Teams already has a webhook option. Here is a link to Microsofts Documantationhttps://outlook.office.com/webhook/e3d8faab-1eb7-490b-bd57-a1e353d7d478@3ac1caef-654a-4c1c-9952-0a59...Erik Vanderlaan6 years agoNew Member4.9KViews5likes5CommentsHow to download a full history of all tickets
I would like help with making a full backup of all tickets that is also searchable - this would include all comments, causes, resolutions. Essentially this would be searchable even if the service desk website was inaccessible.Richard Sorrell6 years agoNew Member1.3KViews0likes1CommentHow to add open time for Companies and Holidays in order to calculate SLA ?
We must be able to calculate SLA. For this we need to have opening hours (Company level would probably be OK) like “open from 8:30 to 16:30 from Monday to Friday” but also a calendar for bank/public holidays for each company does anyone know if this is doable? Many thanks ChrisChrisbinbkk6 years agoNew Contributor1.2KViews0likes1CommentSSO mapping with AD?
Customer ( = help desk client user) : how is it created through SSO ? How to map with Service Desk customer help desk fields ? Is it possible to add extra fields ? How to automatically attach a user to a help Desk company ? i.e. I have user field flagged in AD as Bangkok and then in Service desk have comppany Bangkok so they should automatically fall into there?Chrisbinbkk6 years agoNew Contributor733Views0likes0CommentsSearch Engine
Hello, I have some questions regarding the search function in general. We had an internal discussion regarding the search engine provided by the service desk. We are using the service desk for a long time and we have thousands of incidents and hundred of articles. So we need to have an efficient way to find a specific incident or article. Or course, as far as possible, we are using the report function, but it is not always the solution for our specifics searches. Do you know if this is possible at this moment to have these functionalities or if there is a plan to improve and include the followings: I know that we can use wildcards (*) in our searches, but is there any other characters/tricks that we can use to improve the search function? Is there a way to exclude words from a search? For example:jaguar speed -car Is there a way to search for an exact match? For example:"tallest building" Is there a way tohave a search option to only execute the search against the title of the incident/article? Can we activate a'fuzzy searching'? For example, an incident where the title would be “Someinfomisses” would not show up in the result if we would search “information missing”. Search engine seems to only search exact word. It would also be nice if different weights would be associated to the words in the search. All words seem to “weight” the same in the output result, so in the previous example, “information” should weight more than “missing”, so in the results, all the matches should be about information, so a post with a title like “missing icons” should not show in the search results. What seems to happen now is that the search output simply shows the output for any of the searched words in no particular order which is no use. Is there a way to sort the results ourselves? Like by date for example? If these particular searches are not available, how can I suggest some improvements to perform? Is there a new portal available for the customers to request some improvements? This is new that I use this discussions. I was used to log some new incidents on a portal, a long time ago, but this not seems to be available anymore? Can we only call the service desk support? Or what is the new way to log incidents to the service desk support? Thank you very much in advance for your help. Best regards, NancieNancie6 years agoNew Contributor2.5KViews0likes4CommentsFeedback survey, why links in email?
Email for customer feedback has 3 links (plain ugly text btw) Excellent: https://myURL.assist.com/portal/incidents/123?rating=excellent Average: https://myURL.assist.com/portal/incidents/123?rating=average Poor: https://myURL.assist.com/portal/incidents/123?rating=poor But when customer click on it they just get routed to closed ticked in browser to click onsmile and leave optional comment. So why bother to send 3 links in email if they justdirect to ticket anyways?H_Meister6 years agoActive Contributor1.3KViews0likes1CommentIncident creation in-progress when creating ticket from a Template
Hi All, When we are trying to create an incident from a Template we are presented withIncident creation in-progressand it seems to just sit there with this dialogue box (see below) We are using ChromeVersion 73.0.3683.103 and have tried IE 11 aswell with no success. Incidents being lodged from emails and the Customer side are fine.DanBT6 years agoNew Member1.1KViews0likes1Comment- abuschle6 years agoActive Contributor1KViews0likes1Comment
External Watchlist notifications
Can someone advise the correct process for stopping those on the external watchlist receiving incident ticket comment notifications which are only meant for our internal technicians. We thought we were following the correct method have have some evidence this had worked before but have found an anomaly. Previously used process: 1. Insert comment and tick 'hidden comment' 2. Untick Customer but keep Watchlist ticked then Save However... in a ticket which was in Resolved & Closed status, one of our internal technicians added a hidden comment as above but people on the external watchlist received a notification e-mail. I'd be grateful for clarification.TB136 years agoActive Contributor1.1KViews0likes1CommentTrigger to Remove User From Watchlist
Hello Community - Thanks in advance for any help. We have an email address on our domain set-up to foward to our GoToAssist Service Desk service to create incidents. We did this to help with our transaction to GTASD. Our user's are accustomed to email IT@ourdomain.com for support. Now IT@ourdomain.com forwards to it-help@ourdomain.assist.com and an incident is created. This works great most of the time. In some cases when some sends an email and CC's it@ourdomain.com, it creates an email loop. IT@ourdomain.com is added to the watchlist of the incident. GoToAssist updates the ticket and sends an update to the watchlisted users including it@ourdomain.com which creates another update and then another and another. So, the question is, is there a way to create a trigger to remove it@ourdomain.com from the watchlisted users? Or is there another configuration option that I am missing?RonJaworski6 years agoNew Member1.8KViews0likes1CommentGotoAssist Service Desk Support Phone Number
The number on the site for Australians dials the Logmein meeting creation support line. -- Toll-free:1800-270-911 -- Long Distance:+61 2 8598 7200 These are wrong. What is the correct Australian number for Service Desk Support?red56 years agoNew Member1.3KViews0likes1CommentGoto Assist and VDI Machines
Hello, We have 600+ VDI's we want to install the MSI file on. Now these are floating VDI's which refresh every 12-24 hours so we need to put the MSI in the gold image. The only issue is they machines don't show up in the unattended list. Just the machine for the gold image does. Is there anything we need to do like a registry key or something to delete so each time the VDI is remade it adds it into the unattenededlist?JayMan60146 years agoNew Contributor1.9KViews0likes3CommentsDKIM&SPF settings for anti-junk how to?
Hello, Im searching for someone who knows about some DNS settings regarding GoToAssist, We have set up SPF and DKIM records, how would i configure our TXT records so the mails from GoToAssist can be let through, majority of statusupdates and customer mails are in our Junk-folder now, so i think i have to add some info to our records. Anyone had this issue and could say where to start? Header info, what do i take from here: (changed info to *DOMAIN, not actual header) Is it good enough just to put in "INCLUDE:ip4:167.89.63.188" and it should work? But its from o12.s., what if it changes to o11.s or o08.s adress? Example: (o12.s.logmeininc.com (167.89.63.188)) Thanks for any help!NicoBabs6 years agoNew Contributor1.5KViews0likes1CommentTurn off all notifications to customers & Reopen cases when customers responds resolved case?
Hello, We have two questions: Can we turn off all notifications for our customers? We would need an full control about what messages are sent out when cases are created/updated, we would like to have auto responds sent out only when a case is Opened but nothing else and make close-mails optional too. With resolved cases, is configuring 'Triggers' under every own category (incident/change/problem) the only solution to reopen resolved cases as a Customer? Now the cases get's the updates but status is still resolved and hidden from the main-view of cases? Is there any good way of implenting GoToAssist Service Desk with an other mail that also uses auto-response, these two systems will send each other mails: Support@Company.com: "Thank you for contacting us, we will contact you in 24h" Go2Assist: "Thank you for contacting our team we will..." etc... And when an mail is sent outSolvedNicoBabs6 years agoNew Contributor3.9KViews0likes5CommentsService Desk Support
Hi idon't know if this really matter at this point, I have made two appointments with the support people at service desk and guess what no one ever gets back to me. Why do you set up the appointments if you know you will not show up. I am soaggravated at this point. Why can no one keep theirappointment with your customer. dose any one have a number or email to someone who willactually help or are we just at the mercy of people who don't care about helping?dyanchuk6 years agoNew Contributor1.4KViews0likes2CommentsCustomers Not Populating
We are seeing all of a sudden a problem with customer info populating when a client emails a ticket in. It used to grab the email address and now it is showing the "service" email address. This occurs intermitenlty, with no concrete patterns (customer existing or not existing beforhand, direct TO or CC used, etc). The first occurance of this appears to be 1/17/19...JustinMerit6 years agoNew Contributor2.6KViews0likes4CommentsSchedule Report as CSV
I'm trying to figure out a way to get to our incident data through Power BI. I can manually download incident reports as csv, but I don't see a way to schedule the report to be a csv attachment as opposed to a link. After reviewing the available API's I can't seem to find an API that gives me access to the incident objects in GoToAssist. I'm not sure how to automate extracting this data and would appreciate any assistance.cajuncrawdad6 years agoNew Contributor3.2KViews0likes6CommentsEmail repsonses are being truncated after smiley :-)
When customers open a case in our G2A servicedesk, we often reply back via email. If we happen to insert a smiley, all text following the smiley is being omitted/purged. This happens when we reply using Outlook in HTML mode, where Outlook converts the smiley into a graphical icon (I type colon dash right paranthese, and Outlook converts it into a smiling face icon). G2A should be able to handle smileys :-)ebak6 years agoActive Contributor5.7KViews0likes13Commentstrouble with remote control input on host Computer
Can Connect to host computer....but host is unresponsive to keyboard commandsJackbigfoot6 years agoNew Contributor1.1KViews0likes2CommentsMedia file playback through the browser
Hi there, I was curious to know if there was functionality somewhere to play media attachments that are within symptoms of an incident through the browser application without having to download the attachment? Cheers.butlerslad6 years agoNew Member845Views0likes1CommentCreate trigger for closure comment
Can a trigger be created to add a comment to the Closure Comment when a ticket is closed?bhughes54116 years agoNew Contributor967Views0likes1CommentReports using non-blank custom fields as reference
I am curious if there are any plans to add additional intelligence to the reports module so that you can use a custom field's data as a reference? This would also be useful for triggers as well. For instance, if i wanted a trigger to update the title if the conditions were met so that it prepends with whatever data is in a non-blank field would be amazing. Alternatively, is there any plan to add a duplication/error check function? We could save some process steps if we didn't have to confirm an open request doesn't already exist for matching information.Glenn36 years agoNew Member1.1KViews0likes1CommentCan't Login to Dashboard or Update Incidents
I'm having trouble with my Service Desk application. I can sometimes see the dashboard but each timeI try to save a change to an incident, I get an error. I then have problems viewing the dashboard again. I am getting a service unavailable error when I can't get to the dashboard (below). I get a contact support error when I try to save updates to an incident (also below). My other dashboards (tasks, messages, etc.) have a can't connect securely message (at the bottom). Can you assist?sfczarnecki6 years agoActive Contributor3.9KViews1like8CommentsCreate one Portal customer by service
Hello, Its posible to customize one customer portal for each service ?MVP6 years agoNew Contributor998Views0likes1CommentTime report problem
Dear Support! My company actually use GoToAssist Service Desk system. We use Time Report function but we want to manage this function authority. This time if we add anyone this function to use, its global. Can we used this function only 1 site or service? Thanks for the help DsipekiSolveddsipeki6 years agoNew Member1.3KViews0likes1CommentCustomer has stopped receiving e-mail alerts for ticket updates
I have a customer who has suddenly stopped receiving all e-mail ticket updates. His colleagues assigned to the same service are still receiving updates. Are you able to provide any confirmation that the system has sent the messages and his e-mail address is not blocked for some reason? Outlook settings have been checked for the obvious reasons just as junk mail blocked senders etc.SolvedTB136 years agoActive Contributor1.8KViews0likes2CommentsWhy are the surveys spamming me?
I keep entering 0s every time, but they keep coming back. Over and over.. this is my workplace for crying out loud. Can you stop giving me surveys so many times a day? Is there a way to opt out of survey requests while filling out tickets? Thanks, JoshJoshua Davidson6 years agoActive Contributor2.8KViews0likes4CommentsReport (in the last) 2 hours doesn't work
Hi, I try to create a report with: responded is in the last 2 hours But that doesn't work, I can only go down to days. Even tho I used exactly what the flyout suggest "e.g. (in the last) 2 hours" see below, it keeps the redsurrounding and can run the report: Myoriginal need is to get Issues notresponded within a certain time (base on priority) the SLA feature of GTA is what we consider SLG (Goals) but the SLA isresponded within x hrs. So want to report on it.H_Meister6 years agoActive Contributor3KViews0likes6Commentsbad Incident Summary Report Month with overlapping dates
Hi, the report Reports / Incident Summary Report (https://desk.gotoassist.com/reports/incident_summary) has issues when a incident has overlapping dates (created vs closed), so overlapping Start/End data of the report. Example incident got open in Oct 31 andresolved in Nov 1. Now when I report on Oct (1 to 31) the case shows up as Not so Good: 1 Create and resolution time in Red (out of SLA) When I report on Nov (1 to 30) it say Good: 1 Resolved, 1 within SLA, 1 Closed, with 0 info under P1 to P5 No. of incidents. Only way to show this month overlapping incident is by choosing Report End data from when the issue got resolved. Can you please fix this report.H_Meister6 years agoActive Contributor1.1KViews0likes1CommentDelayed e-mail notifications for Go To Assist
Over the last few days e-mail notifcations from Go-To-Assist are delayed by up to an hour. Is anyone else seeing this issue or know the cause and how to resolve? Activity status in the ticket justsays 'Notifications Pending' A customer is in the middle of a go-live and not getting tickets or updates quickly is causing real problems. I did call the helpdesk but technican could not understand my issue then cut me off!SolvedTB136 years agoActive Contributor4.1KViews1like8CommentsPrevent customer from changing incident priority when creating a new incident
Is there a way to prevent a customer from changing the priority when creating a new incident? Their ability to do so is causing the SLA's to not be met since only one priority is set to escalate if not dealt with in 48 hours. Also, what the customer see is is completely random relative to our priority levels. They can choose from three priority levels, we have 10, that are not in an order that coincides with the wording used on the incident entry page that a customer sees. It all seems very arbitrary.Marsha Ayers6 years agoNew Member3.8KViews0likes5CommentsGoToAssist Email Alerts not working
Hi, Is it possible to get some help to understand if email notifications are being blocked (or not being sent) to a specific user in gotoassist? Notifications had been working, but have stopped to a specific user. Thanks for any hlep MarkSolvedMark McGeady6 years agoNew Member2.8KViews0likes3CommentsPrevent deletion of incidents
Is there a way/setting to prevent a user or tech from deleting an incident?sgallagher6 years agoNew Member926Views0likes1CommentCustomer portal map of radio buttons (ppl affected & urgent)
Hi, Customer facing portal has radio buttons for urgency and how many ppl are effected, how does this map to internal view? Do you based on both selection assign a priority? Here a screenshot of the screen: https://assets.cdngetgo.com/48/3a/b2c5284a4fdda1be99956b11102a/rtaimage-eid-kac1b0000004gdn-feoid-00n1b00000b8tsp-refid-0em1b000000b8aw From: https://support.logmeininc.com/gotoassist-service-desk/help/use-the-customer-portal-g2asd120009#Submit How many people does this affect? Single Person Small User Group Large User Group Unsure How urgent is it? Not Urgent Reasonably Urgent Very UrgentSolvedH_Meister6 years agoActive Contributor3.6KViews0likes4Comments