"Service, in short, is not what you do, but who you are.”
- Betsy Sanders

Based on the widely accepted ITIL framework of best practices, GoToAssist Service Desk covers the full spectrum of managing a support service, from dealing with customer issues to implementing changes and mapping your assets and infrastructure. GoToAssist Service Desk is a popular, stable, cloud-based IT services application.

Service Desk provides incident, problem, change, knowledge, release and configuration management. You can also set up a customer portal so that users have a quick, easy way to find answers and get help, access a knowledge base, chat with your team, and manage IT events such as software updates via email.

Service Desk API Resources

The Service Desk API returns detailed information about your Service Desk account, users, companies, customers and groups. You can create companies and customers using the API and assign the new users to existing groups.

Service Desk offers a selective and tiered approach to managing your IT resources and events.

You start in the Service Desk web application, creating Services. A service is a physical product, a website application or project you support and manage through incidents, articles, change tracking and release records. Once you create a service, your IT team can organize their effort using configurations, and then manage the service through incidents, problems, changes, and releases, documenting the service and fixes with knowledge articles.

Components of a Service

Developers can use our application programming interface (API) to connect Service Desk with other solutions, such as CRM tools or IT management platforms. Your team can free up time by cutting out repetitive data entry and other tasks. You can retrieve a list of incidents, create new ones, show time entries and much more.

Resource Properties

Properties can be requested in the Service Desk API calls. For example, when fetching incidents, you can specify incident_properties. If you request a related resource that resource type can have it's own properties returned. If no properties are supplied then a default set of properties are returned.

Examples

Fetch just the id and title of all incidents:

GET /incidents?incident_properties=id,title

Fetch id and title of the incident and assigned user properties:

GET /incident/1?incident_properties=id,title&user_properties=name,email

Responses

Single resource response: (i.e single incident call)

 {
 "object": { /* Object resource structure */ },
 "related_objects": { /* Related objects structure */
 }

List resource response: (i.e list of incidents)

 {
 "objects": [
   { /* Object resource structure */ },
  { /* Object resource structure */ }
  ],
 "related_objects": { /* Related objects structure */ }
 }

Failed response code & errors

E00: Unimplemented

E01: Requested record not found

E14: Invalid access token or access token not supplied

E15: API client has been disabled

E16: Delete operation not permitted