FOR THE CUSTOMER
Help customers help themselves.
1. Find help articles.
When something goes wrong, customers can consult the online knowledge base of help articles written by your team.
2. Request IT assistance.
If they can't find a self-service solution, customers can report issues easily via email or in your branded customer service portal.
3. Track incident progress.
The online portal allows customers to see the status of their request and any announcements or comments you post.
FOR THE AGENT
Optimize your workflow and speed issue resolution.
1. Stay informed.
Customizable dashboards and email reports can keep you up to date on every incident, problem and change so you're always ready to respond.
2. Easily manage incidents.
For any new incident, you can input essential information, attach relevant documents, set priority levels and assign support agents.
3. Match, link & tag incidents
GoToAssist Service Desk alerts you to incidents and problems it's seen before. You can use these connections to find solutions faster.
4. Access the computer.
With the optional addition of GoToAssist Remote Support, you can view and control your customer's devices in a single click. All session info is automatically saved back to Service Desk.
5. Build your knowledge base.
When an incident is resolved, you can document its solution in a knowledge article (FAQs, how-to guides, etc.) for co-workers or customers.
SERVICE DESK SECURITY & TECHNOLOGY
Advanced service desk safeguards.
We designed the GoToAssist Service Desk architecture with robust end-to-end security measures in mind to ensure the privacy and integrity of your sensitive data.
User Authentication
Encrypted security tokens, complex password enforcement and anomalous behavior monitoring help prevent any unauthorized access.
A Strong Foundation
All web, application and database servers reside within highly secured worldwide data centers, and network access to the systems is strictly controlled.
Data Safeguards
GoToAssist Service Desk secures your data under multiple levels of access controls with passwords protected using the latest cryptographic technology.
Secure by Design
Every significant design decision undergoes threat modeling, and all the code is assessed for security flaws via static analysis.