Using the Support Center

The Support Center allows you to manage and address the support requests submitted by your customers.

Topics in this article:

Access the Support Center

Support Requests Pane

My Support Requests Pane

Details Pane

Access the Support Center

To access the Support Center

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

2. Open the Support Center in either of the following ways:

• Click Remote Support in the top navigation, and select Support Center from the drop-down menu.

• Click Resolve support requests on the Remote Support home page.

Support Requests Pane

The Support Requests pane displays all support requests that customers have submitted to any Company on the account, regardless of which technician (if any) they are assigned to.

There are 3 different views of the Support Requests pane:

• New – This view shows all support requests that are open but have not been assigned to a technician yet.
• Active – This view shows all support requests that are open and have been assigned to a technician.
• Completed – This view shows all support requests that have been closed by the technician.

Technicians can click the links in the top-right corner of the pane to switch between the views.

My Support Requests Pane

Once you assign a support request to yourself, it appears in the My Support Requests pane until you close it. You can sort the requests by when they were submitted, their IDs or the customer by clicking the appropriate column headers.

The list columns contain the following information for your active support requests:

• On – The date and time that you assigned the request to yourself
• ID – The unique ID assigned to the support request (IDs are assigned in the chronological order in which they were submitted)
• Customer – The name of the customer who submitted the request (as they typed it in the request portal)
• Company – The Company associated with the portal that the customer used to submit the request
• Status – The current status of the request, as follows:
  • In Progress – Displayed after you have assigned yourself a request that was submitted while you were unavailable for chat requests
  • In Progress (Waiting for chat) – Displayed after you have assigned the request to yourself but before you start chatting
  • In Progress (Chatting) – Displayed after you have started chatting with the customer, as well as if you have started a screen sharing session with them
  • In Progress (Chat ended) – Displayed after you or your customer click End Chat
  • In Progress (Expired request) – Displayed if your chat session expired (i.e., it ended in a way other than you or your customer clicking End Chat)

Once you close the support request, it no longer appears on the My Support Requests pane. You can view it by clicking Completed on the Support Requests pane.

Details Pane

The Details pane displays information about the support request that is selected in either of the other 2 panes.

It consists of 3 sections:

• Options – The actions that a technician can take change depending on the status of the support request. They are as follows:
  • New (Waiting for chat)
    • Assign to Me

  

  • In Progress (Waiting for chat)
    • Join Chat
    • Unassign

  

  • In Progress (Chatting)
    • Request Screen Sharing
    • End Chat
    • Unassign

  

  • In Progress; In Progress (Chat ended);In Progress (Expired Request)
    • Unassign
    • Close Request

  

• Chat Messages – The Chat Messages box appears when a request is submitted while you are available for chat requests. Once a request is submitted, the customer is prompted to type their question, which then appears in the Chat Messages in your support center. Once you join the chat, you can start sending messages to the customer until (a) you start a Screen Sharing support session and they join, (b) one of you ends the chat or (c) the support request expires.
• Details – When a support request is selected in the Support Requests or My Support Requests pane, the following details appear at the bottom of the Details pane:
  • ID – The unique ID assigned to the support request (IDs are assigned in the chronological order in which they were submitted)
  • Email – The email address of the customer who submitted the request (as they typed it in the request portal)
  • Company – The Company associated with the portal that the customer used to submit the request
  • Status – The current status of the request (as listed above)
  • Created – The date and time the support request was submitted

  • Assigned – The date and time that the support request was assigned, and the technician it was assigned to

| Views: 2405 | Last Updated: Mon, Apr 15 2013 12:01 PM

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