“The most important thing to come from GoToAssist Service Desk is process and SLAs. My guys know where their work is and what they need to work on and when they need to complete it.”
– Lee Wrall, Founder and Managing Director, Everything Tech
“With Service Desk, we now have easy integration across GoToAssist. Before we had dissimilar, separate systems for help desk, remote support and system monitoring. Now it’s all in the same place and we cut down on time going between them.”
– Derek Lightfoot, Director, Technology Services, Alliance iCommunications.
“GoToAssist Service Desk has allowed me to better manage service requests and better assist customers.”– Thomas Papantonis, President and Owner, Titan Entity Firms
“GoToAssist Service Desk allows us to keep track of issues until we get them resolved so nothing falls through the cracks. It also lets us easily illustrate to ownership where our time is being spent and helps identify the high-volume issues and justify the expense to fix them. We love the integration with GoToAssist Remote Support. When we exit a remote support session, we are prompted for the minimal information required to open a ticket, so there is no forgetting to log an issue when we get busy.” – Ken Rand, Corporate IT Director, Basic Industries
In just one short year, GoToAssist Service Desk has built up a loyal following in support organizations and help desks across the country.
Learn more about GoToAssist Service Desk directly from our customers:
Case study 1: Supporting 20,000 and increasing customer satisfaction (CSAT) rates
With 20,000 students, faculty and staff to support, the user services team at Chippewa Valley Technical College (CVTC) had their hands full. Unhappy with previous service management solutions, they sought a tool that could provide a more satisfying user experience and greater efficiency. They chose GoToAssist Service Desk paired with Remote Support. Easy to implement, the user support staff at CVTC say Servic Desk started delivering value from day one. Read the case study to learn how CVTC increase their CSAT rates dramatically.
Cast Study 2: Independent fuel carrier company implements GoToAssist for competitive differentiation
Solar Transport implemented Citrix GoToAssist Remote Support to deliver technical assistance to its PC and mobile device users. Subsequently, the IT team added the GoToAssist Service Desk module to log, ticket and track incidents. Solar Transport chose the integrated GoToAssist solution for its unattended support capability, allowing technicians to fix computers when no one is sitting at the keyboard. Also, the Remote Support and Service Desk modules work together seamlessly: a technician can start remote support sessions from tickets and create tickets during sessions, saving valuable time. Read the case study to learn how they strengthened their company’s technological leadership and increased IT staff productivity by 50% and cut costs.
Still not sure how GoToAssist Service Desk can help your organization?
Citrix GoToAssist Service Desk is an easy-to-use, cloud-based IT support product that provides a simple, intuitive way to more effectively manage IT service desk operations. The award-winning product helps IT departments easily manage all workflow, including logging and tracking incidents, managing configuration changes and releases, knowledge articles and delivering end-user self-service, among other features.
GoToAssist Service Desk also incorporates the industry best practices of ITSM and ITIL right into its design, so IT departments can add clarity and structure to service desk procedures without adding complexity. Best of all, Service Desk integrates with GoToAssist’s Remote Support and Monitoring products to simplify IT support by providing easy, affordable access to an essential toolset – service desk management, remote support and IT monitoring – from one user interface. Combining critical tools enables IT departments to be more efficient, effective and saves costs. View GoToAssist video
Hands-on evidence is what counts – start your extra-long free trial.
Want to know if Service Desk is right for you? Test drive Service Desk for 2 full months completely free! It’s Service Desk’s first birthday, and we’re celebrating its success with a great, big promotion. During the month of October 2013, you can try Service Desk completely free for 2 months. Take advantage of our birthday offer today.
Learn more about GoToAssist Service Desk in this video.