HELP FILE

Perform Mass Actions Using Self Service

    Admins can apply bulk changes for various actions using Self Service in Account-Wide Settings.

    Note: These features are available to account administrators only.

    Add all users or customers to service(s)

    Admins can choose to assign either all users or all customers (with or without portal access) to their chosen service(s).

    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Add All Users/Customers to Services.
    3. Choose from the following options:
      • Add all users within the account to service(s) – All users within the account will be assigned to your selected service(s).
      • Add all customers to the below service(s) with portal access – All customers within the account will be granted Customer Portal access for your selected service(s).
      • Add all customers to the below service(s) without portal access – All customers within the account will be assigned to your selected service(s) but will not be granted Customer Portal access for the service(s).
    4. Select your desired service(s) from the "Search" box below.
    5. Select Save.

      Add All Users/Customers to Services option in Self Service

    Results: You have assigned your selected service(s) to your chosen users or customers.

    Add all services to users or customers

    Admins can assign all services within their account to their chosen users or customers (with or without portal access).

    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Add All Services to Users/Customers.
    3. Choose from the following options:
      • Add all services to the below user(s) – All services within the account will be assigned to your selected user(s) and they will not be granted admin access.
      • Add all services to the below customer(s) without portal access – All selected customer(s) will be assigned to all services and granted Customer Portal access.
      • Add all services to the below customer(s) with portal access – All selected customer(s) will be assigned to all services but will not be granted Customer Portal access.
    4. Select your desired user(s) or customer(s) from the "Search" box below.
    5. Select Save.

      Add All Services to Users/Customers option in Self Service

    Results: You have assigned all services to your chosen users or customers.

    Unarchive incidents

    Admins can restore all archived incidents for their account by unarchiving them.

    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Unarchive Incidents.
    3. Select the Unarchive all incidents of the account checkbox.
    4. Select Save.

      Unarchive Incidents option in Self Service

    Results: All archived incidents for your account have been restored.

    Delete all your customers or companies

    Admins can permanently delete all customers and/or companies within the account.

    Warning: This action is permanent and cannot be undone.
    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Delete all your Customers/Companies.
    3. Select the checkbox for one or both of the following options:
      • Delete all your customers from Service Desk – Permanently delete all customers and their associated dependent service records.
      • Delete all your companies from Service Desk – Permanently delete all companies within your account.
    4. Select Save.

      Delete all your customers or companies in Self Service

    Results: All customers and/or all companies have been permanently deleted from your account.

    Mass assign customer portal access

    Admins can assign their desired level of customer portal access to their chosen customers (or all customers). If desired, an email invitation can be sent to those selected customers with new or updated customer portal access.

    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Mass Assign Customer Portal Access.
    3. Choose one of the following options:
      • Enable the setting for Assign all customers to select all customer records.
      • Search for and select your desired customer records.

      Attention: The customers you select must have valid customer records, meaning they must be assigned with the required dependent records before performing this mass action otherwise they will not be updated. See below for details.

    4. Select your desired Customer Portal Access setting:
      • No Access – These customers have no access and cannot log in to the Customer Portal.
      • Standard Access – These customers can log in to the Customer Portal and submit incidents only for the specific services to which they have been given access.
        Important: The customers you select for this customer portal access must have at least one service assigned with portal access enabled for that service before performing this mass action. Customers that do not meet these requirements will not be updated.
      • Company Access – These customers can log in to the Customer Portal and submit incidents only for those services to which their company has been given access.
        Important: The customers you select for this customer portal access must have a company assigned before performing this mass action. Customers without a company assigned will not be updated.
      • Company Admin Access – These customers can do the same things as those with "Company Access", plus they can view and modify incidents submitted by other employees in their company.
        Important: The customers you select for this customer portal access must have a company assigned before performing this mass action. Customers without a company assigned will not be updated.
    5. Optional: If desired, enable the Send out email invitation setting, which will send an email invitation to new customers inviting them to activate their new account for the Customer Portal
    6. Select Save.

      Mass assign customer portal access configuration settings

    Results: You have mass assigned your desired customer portal access level to your selected customers.

    Synchronize account

    Admins can manually synchronize their account service data with the GoToAssist Service Desk system as soon as they make changes.

    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Synchronize Account.
    3. Enable the Synchronize the account data setting.
    4. Select Save.

      Synchronize Account

    Results: You have manually synchronized your data with GoToAssist Service Desk.

    Transfer incidents

    Admins can move all incidents from one agent (the "source user") to another agent (the "destination user").

    Before you begin: The "destination user" must be assigned to all services that are assigned to the "source user" so that the transferred incidents can be displayed in the destination user's Dashboard.
    1. Sign in to the GoToAssist Service Desk login page with your email address and password at https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Self Service > Transfer Incidents.
    3. Use the Select Source User drop-down menu and choose your desired user.
    4. Use the Select Destination User drop-down menu and choose your desired user.
    5. Select Save.

      Transfer Incidents

    Results: You have transferred all incidents from the source user to the destination user.
    Article last updated: 21 November, 2022