Restrict Users from accessing all Services in the Customer Portal

Question

Agents can be separated and restricted to only see the Helpdesk Services that are designated to them. But every end user we add sees other Helpdesk Services that they shouldn't.

Are you guys planning on adding this feature in the next release? If so, when will that be? I'd really love to add licenses and grow with GoTo, but unfortunately cannot until this is fixed.

Thank you,

bphanna

GlennD · Answer

Hi @bphanna, this is not on the immediate roadmap, but you can vote for the Idea here

https://community.goto.com/discussion/324331/assign-end-users-to-certain-helpdesk-services

We currently recommend:

* Reduce complexity of categories

• Fewer options: The more granular categories you have, the more likely users will guess wrong. Keep the top-level categories broad and use subcategories (or internal tagging) for triage if needed.

• Plain language: Avoid IT jargon. Use terms that match how your users naturally describe their issues.

* Add context in the form

• Examples next to each category: For example:

Email (e.g. Outlook not loading, cannot send mail)

Hardware (e.g. laptop won’t turn on, broken keyboard)

• Tooltips or short descriptions can reduce confusion dramatically.

* Smart defaults and prediction

• Default to most common category: If 70% of tickets are about “Email,” preselect that. Users can still change it if needed.