Set up Prompt ai to send tickets to GoToAssist Service Desk

Here's how to set up Prompt ai to send tickets to GoToAssist Service Desk.

  1. While logged in at getprompt.ai, go to Integrations > Ticketing.
  2. Select GoToAssist Service Desk.
  3. Enter the required data (see below).
  4. Save your changes

Required data:

  • USER: The user ID (email) of the GoToAssist Service Desk account connecting to Prompt ai.
  • PASSWORD: The password you use to access the GoToAssist Service Desk account connecting to Prompt ai.
  • SERVICE ID: The GoToAssist Service Desk Service ID of the account connecting to Prompt ai. Prompt ai assigns all tracker tickets to this user.
    • Your Service ID can be found in the Services report when you export your Service Desk account data, as follows:
      • Log in to https://desk.gotoassist.com.
      • Open a new tab and navigate to https://desk.gotoassist.com/admin/account/export.
      • Select your format and click Save. 
      • Wait a few minutes then refresh. a link to the download (.zip) becomes available.
      • Unzip it, open the Services report, and click on the truncated ID field to expose the full value of services.

        Service ID
  • COMPANY ID: The GoToAssist Service Desk Company ID of the account connecting to Prompt ai. Prompt ai associates unknown users with this company.
    • To find your Company ID, go to Service Desk Settings > Companies > [company name] and copy the ID from the URL
  • TRACKER TICKET COMMENT – UNHELPFUL: When an end user marks a solution as unhelpful but does not escalate, Prompt ai tracks the interaction by creating a ticket with this comment.
  • TRACKER TICKET COMMENT – HELPFUL: When an end user marks a solution as helpful but does escalate, Prompt ai tracks the interaction by creating a ticket with this comment.
  • RECENT TICKETS LIST: Display this many recent tickets when an end user sends the "/prompt list" command. Currently only valid when Slack is your messaging service.