HELP FILE

Use the Customer Portal

Customer Portal Quick Start Guide

Each Service Desk account includes a separate Customer Portal, an easy-to-use website that provides your customers with a simple, easy-to-use interface where they can communicate with you and your technicians. Customers can log in to the Customer Portal submit issues or suggestions, browse technician-written knowledge articles and even request live support from technicians on your account (features vary depending on permissions granted by administrators). Administrators can choose which services customers will be able to perform those actions for, and which services they are restricted from.

See Configure Customer Portal Settings for more information about customizing the branding, default settings, security setting and URL of the Customer Portal. See Configure Customer Portal Access Permissions for information about specifying who can access the Customer Portal and how.

 Before customers can use the Customer Portal, they must first be registered for an account. This can be done by technicians by creating new customers in the account, or it can be done by customers themselves when administrators enable self registration for the Customer Portal.

Once they log in, the Customer Portal allows customers to do the following (note that some features may not be enabled for all Customer Portals):

To log in to the Customer Portal, use the Portal URL provided by the agent (i.e., "https://my-customer-portal.assist.com/portal").

Submit issues, requests, questions and suggestions

Customers can use the Customer Portal to communicate with their agents. From the New Incident page, they can report issues, make requests, ask questions and make suggestions (as enabled by administrators). They can then use the My Incidents page to track the submission through its resolution and stay in touch with their agent.

Administrators must have this feature enabled in order for customers to use this process.

  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Click New Incident in the top navigation.
  3. Select the type of incident by selecting Report an Issue > Make a Request > Ask a Question > Make a Suggestion.

    Note:  Administrators can modify which of these options is available; see Configure Customer Portal Settings for more information.

  4. Fill in the information as prompted.
  5. Click Save when finished. The incident will be available to view and track under My Incidents.

Track submissions and add comments

You can view all of the incidents that you submit in the Customer Portal, which allows you to track their progress, add comments and even view comments from your support agents.

Customers can view all of the incidents that they submit in the Customer Portal, which allows them to track their progress and even add comments.

  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Click My Incidents in the top navigation to view the My Incidents page.

    • Use the "Only assigned to me," "Open" and "Closed" check boxes at the top to filter the incidents.
    • Use the "Order by" drop-down menu above the due date to sort the incidents.
    • Change the view by clicking the icons.

  3. Click an incident to view its details, including the assignee, status and estimated resolution date, as well as comments that the agent leaves on the incident. An activity history is also listed in the right navigation.
  4. If desired, click Add a Comment to send a message about the incident to the agent, then click Save when finished.

Browse the Knowledge Base

If agents publish articles to the Customer Portal, customers can browse and view those articles.

Administrators must have this feature enabled in order for customers to use this process.

  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Click Knowledge in the top navigation.
  3. Use the search box to find articles about a particular issue, or just click an article to open it.

  4. On the article page, the following options are available (as enabled by administrators):

    • Rate the article – Rate the usefulness of the article using the Me too or I still need help with this links.
    • Get notifications – Click Watchlist to get email notifications if changes are made to this knowledge article in the future.
    • Leave comments – Enter text in the Add a Comment field and click Save to add a comment (if enabled by the agent on a per-article basis).

View messages from agents

If agents publish messages to the Customer Portal, you can view them by clicking Messages in the top navigation.

If agents publish messages to the Customer Portal, customer can view them by clicking Messages in the top navigation.
  1. Log in to GoToAssist Service Desk at https://desk.logmeininc.com.
  2. Click Messages in the top navigation.

  3. On the message page, the following options are available:

    • Get notifications – Click Watchlist to get email notifications if changes are made to this message in the future.
    • Leave comments – Enter text in the Add a Comment field and click Save to add a comment (if enabled by the agent on a per-message basis).
      Note: Account admins can click Delete to permanently remove a technician and/or customer comment.

    Related

    Configure Customer Portal Settings

    Configure Customer Portal Access Permissions

    Configure Self Registration via Active Directory Authentication

    Register Customers for the Customer Portal

Set up Slack integration

If you use Slack as your chat client, you can set up an integration with Slack that allows you to create trigger(s) within Service Desk to notify your Slack channel when conditions of your trigger(s) are met.


Access the account-wide API token

The API token is used to integrate the account with the Service Desk API.

To display your account's API token, click View API Token.


Enable Labs features for all users

Service Desk offers a few beta features (known as "labs" features) that account administrators can turn on and off for the entire account, which enables users to try out new and in-development features in their "as is" state. In addition, the page allows account administrators to opt-in to potential upcoming features, which allows the Service Desk development team to gauge interest in possible new features before devoting time to their development (e.g., customizable report columns, discussions hosted on a separate comments tab, etc.).

See Enable Beta Features (Labs) for more information about the available labs features.


Related

Access Service Desk Settings

Configure Customer-Bound Email Settings

Enable Beta Features (Labs)