GoToAssist Service Desk (v111 Web) Release Notes

Released July 06, 2015 (PST)

SUMMARY:

  • New on-boarding experience
    • Get Started tour
    • Using Service Desk tour​

What’s New?

New On-Boarding Experience

  • When first time users create a new GoToAssist Service Desk account, they are now guided through a more detail-oriented tour that walks them through each key feature of the setup process.  The steps outlined in this new user experience were identified by on-boarding trainers as the most common topics of discussion, and validated by new customers who also provided feedback about what they felt was most essential to learn.  Previously, new users were only prompted to choose an account name and a customer portal name (e.g., former Get Started page, as shown below) when they logged into their account for the first time, which was the entirety of the on-boarding process.

Former On-Boarding Key Features

OldSetupPromptNew On-Boarding Key Features

TourOutline

Get Started Tour

Register for GoToAssist

  • New users are now presented with a welcome screen that provides an overview, as well as the benefits for using GoToAssist Service Desk. To begin the on-boarding experience, click Get Started, or dismiss the walk-through by clicking Skip Tour.

NewGetStarted

Create Your First Service
  • This step provides a brief explanation of what a service is, and how it is used within Service Desk.  Here, new users will set up a new service and customize their service preferences.

CreatedServiceBothConfigure Your Customer Portal

  • This step defines the purpose of the customer portal, and the various ways it can be set up to be used by customers.  Here, the user is prompted to create a custom URL for their customer portal, where they can direct their customers to go for support.

ConfigureCustomerPortalBothLearn About Email Integration

  • New users will now be provided more information about the benefits of using email integration via Service Desk or even their existing support ticketing system.  They are also able to view examples of the support email address format that is used in Service Desk for customers to create incidents via email.

EmailIntegration

Using Service Desk Tour

Take the Tour

  • This section of the on-boarding process will take you through a step-by-step tour of the incident template  Using the sample demo service provided, the technician’s attention is directed to each key feature of the incident form; each feature is defined by helpful tool tips within brightly colored prompts that provide guidance and instruction on how to utilize each one.

AllTourFeaturesAdd Customers

  • New users are now guided through instructions on how to add customers, and highlights that they can be imported from a CSV file.

AddCustomerBothAdd Technicians

  • On the final step, the on-boarding experience ends with instructions on how to add technicians to the account.

AddTechniciansBoth

Provide Feedback

If you have questions, comments, or suggestions about this release, please visit our GoToAssist Community and post your feedback – we want to hear from you!