6 Features That’ll Make You Love GoToAssist Service Desk

Daly and Newton | OJO Images via GettyImages

Daly and Newton | OJO Images via GettyImages

By Stacey Watkins

While it may not be true that we only use 10% of our brains, I’d argue it IS true that most of us use only 10% of the features our software offers. We just “know what we know,” which is usually enough to do what we need to do.

But what about that other 90%? That’s the really cool stuff that changes the way you work. Below are six features that represent at least part of that 90% of GoToAssist Service Desk — and we think knowing them is loving them.

1. Customize it.
Service Desk gets you started with two “big bucket” statuses: resolved and not resolved. Not very exciting, right? Here’s where it gets cool. You can create “smaller bucket” statuses under each of these that let you customize what resolved and not resolved means for your company. For example, create a resolved status called “Jeff approves” and a not-resolved status called “Jeff please approve this.” You get the idea. The point is, you can customize your Service Desk status labels so they make sense for exactly the way your company uses it.

2. Automate it.
You know those 3-4 (or is it more like 10-12?) incidents that you have to deal with ALL the time? The triggers feature in Service Desk automates specific actions for specific events so that the software is working for you — even when you’re not working. That means incident workflow and routing can happen automatically, and THAT means less manual intervention on your part.

3. Put your spin on it.
Do you capture custom information when you log incidents? Do your technicians ask (nag/beg/demand) you to log specifics that they need to resolve the issue? Done. Using the custom fields feature, you can add text fields, drop-down menus or dates and times to your records.

4. Don’t miss a beat.
Down time? What down time? You can take your existing support email address and integrate it with Service Desk so your customers will get zero service disruption. Service Desk will not only forward those emails automatically, it’ll also seamlessly create incidents from them. And customers and technicians can reply to any email from within Service Desk — no moving from Service Desk to your email provider.

5. Power to the people.
Share your Knowledge Base with your customers and empower them to self-help first. The Customer Portal allows your customers to access Knowledge Base articles, easily create incident tickets and view any current or old incidents. Even better, you can create permissions for your customers to give them just the access they need.

6. Make it visible.
Never experience “the right hand doesn’t know what the left hand is doing” again by creating Tasks. Tasks are specific action items that can be created for incidents, problems, changes, releases and knowledge articles to determine which technicians are accountable for which tasks. Break down workload by creating tasks and assigning them to support technicians, ensuring smooth workflow and greater transparency when looking at a Service Desk record.

We’d love to hear what you think! Is there a “90%” feature you love that we didn’t mention? Tell us in the comments!

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