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.
Quickly input key information, attach relevant documents, set priority levels and assign support agents.
3. Match, link & tag incidents.
GoToAssist Service Desk alerts you to recurring incidents and problems. Link associated tickets to find solutions faster.
4. Access the computer.
View and control your customer's devices in a single click with the with the optional add-on, GoToAssist Remote Support. All session info is automatically saved to the Service Desk.
5. Build your knowledge base.
Once an incident is resolved, document its solution in a knowledge article such as FAQs, or how-to guides to benefit your 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 to safeguard the privacy and integrity of your sensitive data.
User authentication
Encrypted security tokens, complex password enforcement and anomalous behavior monitoring help defend against unauthorized access.
A strong foundation
All web, application and database servers reside within highly secured worldwide datacenters, with 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.
