Setting Up Customer-Initiated Support

In order to allow your customers to submit requests online, you must first set up support portals for each Company that you want to enable Customer-Initiated Support for.

Topics in this article:

Create Company Portals

Set Chat Request Status

Set Notification Methods

Direct Customers to Support Portals

Create Company Portals

1. Log in at http://app.gotoassist.com.

2. Click the Configure menu in the top navigation, and select Customer Portals.

3. Click Add Portal.

4. In the Add Portal window, you can do the following:

• Company – Select the Company they want to set up the portal for.
• Portal Subdomain – Enter the text they wish to appear in the URL for their customized portal (this is the URL customers will use to submit their support requests).

Note: You will see an error if you choose a name that is already being used by any GoToAssist technician (not just on your account), since the URL must be unique.

• Portal Status – Be sure it is set to “Active” in order for customers to submit requests.

Note: If the status is set to "Inactive," customers will receive the following message when they visit the portal (even if your Chat Request Status is set to "Available"): "Service Unavailable. We apologize for the temporary inconvenience."

5. Click Save.

6. Repeat steps 3 - 5 for each Company that you want to set up a portal for (limit 1 per Company).

Set Chat Request Status

7. Click the Chat Requests menu in the top navigation.

8. Select Available (under “My Status”). The page will reload, and a check mark icon will appear next to the Available option.

Note: You should only have your status set to "Available" when you are actually available to address support requests at a moment's notice. Otherwise, you should set your status to "Unavailable" so that customers can still submit their requests, but they see the following message on the support portal: "Live Support Unavailable. Please send your question and contact details. A technician will contact you when support is available."

Set Notification Methods

9. Click the Chat Requests menu in the top navigation.

10. Choose the method(s) that you want to be notified with when a customer submits a request. Green check mark icons will appear next to the enabled methods.

Note: If you don’t see your preferred notification method, you can configure new notifications.

Direct Customers to Support Portals

11. Once your portals are set up, you can direct customers to them in any of the following ways. Customers can use their Windows or Mac computers or any Android or iOS device to go to the custom URLs.

• Stand-alone URL – Customers can go to the customized portal subdomain (specified above) to enter their support requests.
• Pop-Up Window – Technicians can put a pop-up window on their web site so that customers can enter their questions there directly. Click here for an example.

Note: To get the pop-up code, technicians can go to the Customer Portals page (Configure menu > Customer Portals) and click the Show URLs and Code link for the appropriate Company.

• Embedded in Website – Technicians can embed the chat window on their web site so that customers can enter their questions there directly. Click here for an example.

Note: To get the embed code, technicians can go to the Customer Portals page (Configure menu > Customer Portals) and click the Show URLs and Code link for the appropriate Company.

| Views: 4418 | Last Updated: Mon, Apr 15 2013 12:01 PM

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