A Whopping 6 Ways to Submit Your Service Request (Ticket) with GoToAssist

By Beau Barrett

Computer slower than molasses? Need help with that software? Online order vanished into the ether? Buyer’s remorse over that that new widget?

When you need support, you normally want it right away. You’re in the moment and you want it fixed… Now.

We understand this at Citrix. Our goal is to make it super easy for you to get support and super easy for those supporting you to do their job. If your company uses our GoToAssist Service Desk, we give you a plethora of ways (well, 6 to be exact) to get a service request to your support team’s service management solution.

1) Call in
This is an oldie but goodie. If you phone (or Skype) your help desk support team, they can easily enter in a ticket on the fly. You will be able to track the status of that ticket in the online customer portal and get updated by email.

2) Send an email
On the go? No problem. Just pop open your email on your mobile device, enter in your company’s support address, the subject and the details of your issue and let her fly. The email automatically spawns a ticket and associates the ticket with your customer profile. You’ll still be able to track your status through the portal and, of course, by email.

Email is automatically transformed into an incident ticket with details attached. Incident title is taken from the email subject line, while the email message text is imported as the incident description. Info on the client is called up from Service Desk’s "People" database.

Email is automatically transformed into an incident ticket with details attached. Incident title is taken from the email subject line, while the email message text is imported as the incident description. Info on the client is called up from Service Desk’s “People” database.

3) Customer portal
This is pretty cool. Just log in to the customer portal (or use our single sign-on feature), and with a click of a button, you can submit a ticket. Not only that, you can search for knowledge guides and videos to solve your issue before you submit a ticket, and you can also manage and track all the tickets you submitted in the past.

4) APIs (website forms, contact us, etc.)
You may not know that you are submitting a ticket/request to Service Desk from your company’s online forms, or other software, but you could be. Your company’s developers and support teams are likely to celebrate this one with a big hallelujah. Through our APIs, they can connect the most frequented service request forms on their website or software directly into Service Desk. This helps create a seamless customer experience no matter what the environment… Yeah, we all like that.

5) XenMobile
Does your company use Citrix’s amazing mobile device management (MDM) solution, XenMobile? Well if they do, and you need assistance, you can merely click a button to submit a ticket right to Service Desk. That’s quick & easy.

6) Remote Support Session
Imagine this scenario: You need help with your computer. You call your help desk. They ask to remotely connect with your computer with the GoToAssist Remote Support tool. (We’ll save the awesomeness of this tool for another article.) They can now see your machine’s issue and solve it super quick. What you may not know is that the support technician can initiate a ticket right from their support session. Moreover, all the session notes and recording of what happened are saved to the ticket. That’s support made easy. Go ahead, you can check your ticket in the portal.

What’s all this mean? Why do we offer a whopping 6 ways to report an issue?

We know you’ve got way more important things to do than be slowed and frustrated by poorly working technology. That’s why we’re striving to make GoToAssist Service Desk easy and absolutely accessible for both those in need and their tech support teams.

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