HELP FILE

Configure Account-Wide Settings

    The account-wide settings are the default settings for an entire Service Desk account, which includes all of the services (and their records) that are on the account. Administrators can manage the account-wide settings for account information, contact details, custom fields, notifications, triggers, labs features and more. Some of these settings (such as custom fields and triggers) can also be overridden on a per-service basis.

    Account-Wide Settings can be accessed at Configure > Account-Wide Settings.

    Note: These features are available to account administrators only.

    Customize default settings

    The default settings customize how records are displayed on the account. You can modify the following selections, then click Save when finished:

    Default Timezone
    This sets the default timezone for all users (this can be overridden on a per-service basis under Configure > Services).
    Conversation history in internal emails
    This specifies how much of a record's conversation history is included in the emails that are sent to the internal watchlist (e.g., all comments, last 3 comments).
    Conversation history in customer-facing emails
    This specifies how much of a record's conversation history is included in the emails that are sent to the customer. Hidden comments are never included.
    "Notify Watchlisted" checked by default
    This automatically selects the check box that sends an email notifying watchlisted individuals of changes made each time a record is saved (which can be unselected each time a record is saved).
    "Notify Customer" checked by default
    This automatically selects the check box that sends an email notifying customers of changes made each time a record is saved (which can be unselected each time a record is saved).
    Notify customer when users reply via email
    This automatically selects the check box that sends an email notification to the customer when an agent replies via email to an incident that is marked as "Show in Portal."
    Notify customer when external users reply via email
    This automatically selects the check box that sends an email notification to the customer when external individuals (who are not users or customers) reply via email to an incident that is marked as "Show in Portal."
    Enable External CC
    This feature allows email addresses to be added to the watchlist (which essentially creates the ability to CC external individuals who are not users or customers), which enables them to add comments via email replies. This applies to incidents only.
    Ignore "Out of Office" emails
    This prevents emails containing the words "Out of Office" from being logged within Service Desk.
    Hide SLA updates from customer facing communications
    This prevents information about changes to priority levels and due dates from appearing in customer-facing communications.
    Always notify assignee of updates
    This ensures that an email is always sent to the assignee notifying them of updates to their assigned records, regardless of whether the record's "Notify watchlisted" setting is checked or not when updates are made.

    Create custom fields for service records

    Account admins You can set up custom fields to track specific metrics for managing users. These fields appear in User Details for each user, as well as within the Activity and User Status reports in the Admin Center.

    Go to Configure > Account-Wide Settings > Custom Fields tab to create custom fields for incidents, problems, changes, releases and knowledge articles on an account-wide basis.

    See Add Custom Fields for more information about custom fields and about adding them on a per-service basis (rather than an account-wide basis).

    custom fields settings

    Set non-working days (for calculating SLAs)

    1. Sign in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
    2. First, enable the use of non-working days for each incident priority level on a per-service basis under Configure > Services > [select service] > Incident > Priorities & SLA Settings.

    3. Go to Configure > Account-Wide Settings > Non-Working Days tab.
    4. Use the calendar tool to select company holidays. Click Add Another to add additional non-working days, and use the Delete icon to remove them.
    5. Click Save when finished.

    Create triggers to automate workflows

    About this task:
    1. Sign in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Triggers tab.
    3. Create triggers for incidents, problems, changes, releases and knowledge articles on an account-wide basis

    What to do next: See Set Up Triggers for more information about triggers and about adding them on a per-service basis.

    Change the account contact individual

    1. Sign in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Contact tab.
    3. Select the account owner from the drop-down menu.
    4. Enter an email address where rejected (i.e., bounced) emails should be redirected. The account email address will be used by default if this field is blank.
    5. Click Save when finished.

    Create triggers to automate workflows

    Go to Configure > Account-Wide Settings > Triggers tab to create triggers for incidents, problems, changes, releases and knowledge articles on an account-wide basis. See Set Up Triggers for more information about triggers and about adding them on a per-service basis.


    Change the account contact individual

    The account contact is considered the account owner, and is also the main contact for all non-billing inquiries.

    Tip: Billing inquiries are directed to the individual listed under Configure > My Account > Personal Info.

    For example, if the IT Department of a company uses Service Desk to manage their IT infrastructure, they may wish to designate a member of the IT team to be the Account Contact for all technical needs, while a member of the Purchases team might be the billing contact listed under My Account.

    1. Sign in to GoToAssist Service Desk with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Contact tab.
    3. Enter an email address where rejected (i.e., bounced) emails should be redirected. The account email address will be used by default if this field is blank.
    4. Click Save when finished.

    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 GoToAssist 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 features available.