HELP FILE

Create, Configure and Manage Services

Create a new service

GoToAssist Service Desk requires you to create 1 new service when you first log in to your account.
  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services > Create New Service.
  3. Enter the service's name and website (if applicable).
  4. If desired, assign the service to a company using the Company drop-down menu. Each user can be assigned up to 1 company (or no company at all).
  5. Enable the following options, if desired:
    • Agents will be able to flag time entries as billable for this service – Agents with Time User account rights will be able to flag their logged time for this service as "billable."
    • Enable support address: service-name@my-portal.assist.com – A Service Desk support email address is available for each service on the account. Enabling it with this option allows the service to be integrated with a third-party email address (i.e., your organization's support email address) and enable self-registration and incident creation via email. See Enable and Integrate a Service's Support Email Address for more information.
  6. Click Save when finished.
  7. On the next page, many additional tabs will appear that allow you to further customize your service, including the option to click Change to upload a service logo. If you have already uploaded a service logo and want to restore the original default logo, click Revert back to service initials.
  8. Click Save when finished.

    Note: This will be displayed in service menus, timesheets and in the headers of all incidents, problems, changes etc. For best results use an image 61 x 61 pixels. File types accepted are gifs, jpgs or pngs.

See Configure per-service settings for next steps.

Create a new service by copying an existing service

You can copy an existing service, and select your desired components to carry over to the new service.

  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services and select your service.
  3. Enter a name for your new service (must be different from all existing service names).
  4. Check the box(es) to select your desired components to carry over:
      • Configurations: Incidents, Problems, Changes, Releases, Knowledge, Messages, Feedback, and/or Customer Email
    • People: Users, Groups, Customers, and/or Companies
      Note:  All components that remain deselected will carry over with default values.
  5. Click Copy, and your new service is displayed.

Configure per-service settings

You can configure exactly how you want each service to behave using per-service settings, allowing you to customize services to suit the needs of your organization.
Note: Some of these settings will override their corresponding account-wide settings.
Once a service is created, administrators can modify many aspects of the service, as follows:

Edit a service

  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services and select your service.
  3. Make your desired changes and click Save when finished with each tab.

Delete a service

Note: Once deleted, the data will no longer be accessible within your account, however, the data remains stored within our system.
  1. Log in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
  2. Go to Configure > Services and select your desired service.
  3. Click OK when prompted to delete the service.

    Related

    Use Services and Service Management

    Enable and Integrate a Service's Support Email Address

    Create Templates (Incidents and Releases)

    Set Priorities and SLAs (Incidents)

    Set Priority Levels (Problems, Changes and Releases)

    Set Statuses

    Set Default Field Selections for New Incidents

    Set Types

    Set Categories

    Add Custom Fields

    Set Approvers (Changes and Releases)

    Set Up Triggers

    Configure Service Access

    Solicit Feedback (Incidents)